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. Why this role matters 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. What you'll do

• 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.
  
  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 ID, 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 https://jobs.coop.co.uk/hybrid-working-policy). 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., At Co-op, we're owned by our members. And because we're owned by you, we can do right by you. So when you join us, you're not just taking a job, you're joining a movement. We're an organisation that puts people and communities first, and we're powered by purpose. We want this to be a place where you can thrive, so you'll also receive:
• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme
A place you'll belong We're building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.