Technology Service Desk Team Leader

Head Office/Support Centre

Service Desk Team Leader

The Works is a unique place to… well… work!

We’re the UK’s leading family friendly retailer of value gifts, arts, crafts, toys, books and stationery. With over 530 stores nationwide together with a brilliant online store, we’re here to offer our customers a unique and enjoyable shopping experience, built on our core principles of value, variety and quality.  

We’re a proactive and hardworking bunch. We’ve built an environment that’s busy, fast-moving and full of energy. Our atmosphere is welcoming, friendly and inclusive. If you’re the kind of person who’s as crafty, caring and can-do as we are, then this is the kind of culture for you.

About You

Reporting into the Head of Systems, Services & Operations you will play a crucial role, leading the delivery of outstanding support to your colleagues across Stores, Distribution Centre (DC) and Support Centre (SC) as well as supporting our website.

You’re a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence the issues will be resolved. You thrive on seeing incidents & problems through to resolution, spotting trends and holding the Technology Service Desk to the highest best practice standards. You keep up to date with technology, enjoy getting into the detail and owning issues.

You lead from the front, take pride in the services your team delivers and challenge the status quo.

This is an exciting opportunity for an ambitious, technically minded and customer focused Service Desk Team Leader to join our evolving Technology Services team.

About the role

The purpose of the role is leading and coordinating the Technology Service Desk and Outsourced Service Providers to effectively manage incidents and requests. Restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders. The key responsibilities are;


Leading the team through regular performance/welfare check ins, the creation of a skills matrix, personal development plans and effective performance management. Managing the rota to provide adequate service availability that aligns with business demand. As a hands on leader stepping in and actively taking tickets showing the team what good looks like when required.

Service Management

Responsible for the operational performance metrics of both the service and individuals. Publishing regular service reports that provide a transparent view of performance. Implementing service improvement plans where required. Monitoring day to day activities and stepping in to stop potential escalations or SLA breaches. Responsible for Incident Management, Problem Management, Request Management and Knowledge Management.

Supplier Management

Holding regular incident reviews with key suppliers to manage SLAs, escalations and aged tickets. Raising service improvement opportunities with the suppliers that reduce cost or improve service performance.

Escalation Management

Managing escalated incidents ensuring the escalator, resolver and technology leadership are updated regularly on the progress of escalations. Communicating clearly, setting expectations and prioritising effectively.


Constantly creating, refining and improving Technology Services processes to deliver a more efficient service.


Responsible for ensuring services are delivered in alignment with best practice cyber security standards.

Asset Management

Responsible for ensuring the Technology Service Desk keep an accurate record of assets and state changes.

Mandatory skills sought

·         Demonstrable experience leading a Service Desk in a multi-site, enterprise environment with some outsources services

·         Supportive leadership style, developing people and suppliers.

·         Excellent team player, flexible, responsive, takes ownership in real time environment including out of hours.

·         Ability to prioritise a high work load, analyse the impact of issues on the business and proactively communicate.

·         ITIL Foundation or Service Desk Institute certified.

·         Technology certification such as MCSA, CompTIA A+, Security+, IT Diplomas etc.

·         Strong communication skills with an ability to discuss technical subjects with a non-technical audience.

·         Resilience to issues, perceptions and escalations.

·         Experience of shift rota design.

·         Experience of owning competency frameworks / skills matrix.


Desirable skills sought

·         Retail technology experience, ideally in a leadership capacity.

·         Application Support experience working closely with a development team.

·         Exposure to infrastructure concepts such as Active Directory, VMWare, WAN/LAN etc.

·         Experience with ITSM implementations such as Manage Engine.

Apply now
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