Lead Service Desk Engineer

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.

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:

•    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

We know some people may hesitate to apply if they don’t meet every requirement. At Co-op, we’re committed to building diverse and inclusive teams, so if you’re excited about this role but your experience doesn’t align perfectly, we still encourage you to apply.

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

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.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion