Lead Service Desk Engineer

£34,000 - £39,000 plus great benefits (Work Level 6A)

Full time 37.5 hours per week, covering a variety of shifts between 8am and 5pm, and working approximately 1 in 5 Saturdays (once fully trained)

Scunthorpe, DN15 9GE
- During your initial training period you'll be based in the office, before moving to a hybrid working pattern with around two days per week in the office (find out more about our hybrid working policy at ).

We’re open to applications from people who may require flexible working arrangements. There’ll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.

We’re reshaping our Digital, Technology and Data function for the future, creating new opportunities, strengthening our capability, and building clearer, more resilient ways of working so we can deliver even better services for our Co‑op, our colleagues, members and customers.

We're looking for a Lead Service Desk Engineer to join our Co‑op Wholesale Technology team and help us deliver reliable, high-quality IT services that keep our wholesale business running smoothly. In this role, you'll provide technical leadership across our Service Desk, acting as the senior escalation point for complex issues while supporting and developing a team of Service Desk Analysts. Working across a diverse technology landscape, you'll resolve technical challenges, improve services and processes, and help ensure colleagues across our wholesale sites and warehouse operations have the tools and support they need to do their best work.

When IT issues arise, your team is the first place colleagues will turn to. As our Lead Service Desk Engineer, you'll play a pivotal role in keeping our wholesale operations running smoothly, acting as the senior technical escalation point while also helping shape how support services are delivered. You'll have the opportunity to identify and implement improvements that make a real difference, develop the capability of the wider team, and shapes our Service Desk strategy, support models, technical capability, and operational practices.

It's a role that combines hands‑on technical expertise with leadership, problem‑solving and continuous improvement, giving you the chance to have a visible impact across the business every day.

• Act as the senior technical escalation point for complex incidents and service requests, leading the resolution of major issues and working with internal teams and third‑party suppliers to restore service quickly and effectively.
• Coach, mentor and support a team of Service Desk Engineers, helping build technical capability, share knowledge and increase first‑contact resolution rates.
• Identify recurring issues, conduct root cause analysis and implement long‑term improvements that enhance service performance, efficiency and colleague experience.
• Work across a broad range of technologies including Microsoft 365, Microsoft Intune, endpoint management, identity and access management, collaboration tools, and Windows and iOS devices.
• Provide hands‑on first and second‑line support when required, ensuring service levels are maintained during periods of high demand, major incidents and operational change.
• Drive improvements to Service Desk processes, knowledge management practices and support standards, maintaining accurate documentation and knowledge articles to support consistent service delivery.
• Collaborate with Infrastructure, Security, Applications and other technology teams to resolve cross‑functional technical issues and improve service outcomes.
• Monitor service trends and performance data to identify opportunities for automation, self‑service and continual service improvement.