IT Service Desk & Change Lead — Drive Excellence

Oak Furnitureland Group; Swindon; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading UK furniture retailer is seeking an IT Service Support Manager to oversee service management at their Swindon office. This role involves leading the Service Desk team, managing incidents, and ensuring effective IT asset management. Applicants should have strong leadership skills, IT service management expertise, and experience in a mixed-OS environment. Retail experience is a plus. The position offers a comprehensive benefits package including employee discounts, life assurance, and holiday leave.

Benefits

Employee discount on products

Life assurance coverage

25 days holiday per year

Additional day off for birthday

4% pension contribution

Employee Assistance Programme

My Rewards Programme

Qualifications

• Experience managing a technical support team in a commercial environment.
• Understanding of IT service management frameworks.
• Track record of maturing service management processes.
• Ability to engage with diverse stakeholders effectively.
• Data-driven approach to performance improvement.
• Experience in a mixed-OS technical environment.
• Retail experience is a significant advantage.

Responsibilities

• Lead the Service Desk Team and foster a culture of service excellence.
• Manage incident management to restore normal service operation quickly.
• Conduct Root Cause Analysis for major incidents.
• Prepare agenda for Change Advisory Board meetings.
• Ensure IT asset management and lifecycle oversight.
• Drive user adoption and training partnerships.

Skills

Proven Leadership

Strong ITSM Expertise

Process-Driven Mindset

Exceptional Communicator

Analytical & Decisive

Technical Acumen

Retail Experience

Tools

Microsoft Azure

SOTI

Google Workspace

Job description

A leading UK furniture retailer is seeking an IT Service Support Manager to oversee service management at their Swindon office. This role involves leading the Service Desk team, managing incidents, and ensuring effective IT asset management. Applicants should have strong leadership skills, IT service management expertise, and experience in a mixed-OS environment. Retail experience is a plus. The position offers a comprehensive benefits package including employee discounts, life assurance, and holiday leave.