Lead Service Desk Engineer

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.

• 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.

• Significant experience working within an IT Service Desk, IT Support or End User Computing environment, with a strong understanding of ITIL‑aligned incident, request, problem and change management practices.
• Experience acting as an escalation point for complex technical issues across hardware, software, user access, networking and Microsoft technologies.
• Proven ability to coach, mentor and support the development of others within a technical team.
• Strong knowledge of Microsoft 365 administration, including Microsoft Intune, Entra , Apple Business Manager, iOS/iPadOS device management, mobile device management (MDM) and endpoint management across Windows and Apple ecosystems.
• Strong troubleshooting and problem‑solving skills, with experience identifying root causes and driving continuous improvements to services, processes and the colleague experience.
• Strong communication skills, with the ability to explain technical information clearly to both technical and non‑technical audiences.
• £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.

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