Service Desk Team Leader

IT Corby, Northamptonshire


Established in Britain by Tom Joule nearly three decades ago, Joules is a true premium lifestyle brand with an authentic heritage. As a multi-channel brand with a global appeal, we carefully design clothing, footwear and accessories for women, men, children and babies – whilst our homeware, toiletries, eyewear and other new collections are constantly expanding.

Purpose of the role

We are looking to recruit a Service Desk Team Leader to join the IT team at our Corby offices.  The Team Leader will be responsible for managing, supporting, and developing our service desk team members.  This person will provide expertise in areas of application/software fixes, tuning, performance monitoring, troubleshooting, deployments, support, documentation of processes, and procedures for the administration and maintenance of all supported environments.

The Responsibilities

  • Our preferred candidate will be responsible for:
  • Providing the line management of Service Desk, conducting 1-2-1’s, appraisals and effective development of the team.They will lead by example, taking an active part in incident resolution and support with complex incidents.
  • Ensuring all rotas, shift patterns and cover support meet the agreed SLA’s to the business.Making sure necessary escalations are made to peers and senior management as required, as well as being the point of escalation to the on-call team if needed.
  • Working with the other IT Teams to resolve complex technical issues, deliver new projects, and towards resolutions of issues impacting the wider business.
  • Managing deployments into stores across the Joules estate, and supporting the Joules Shows Franchises that attend hundreds of events across the UK, ensuring working EPOS systems and fully functional satellite connections (for communication with HQ servers).
  • Being the Major Incidents escalation point, and ensuring the team follow all Incident Management, problem Management, and Change Management processes.
  • Identifying and recording problems within the incoming incidents, escalate to other IT teams accordingly, and ensuring that the unassigned queue is managed properly using Service Now (ITSM tool).
  • Proactively monitoring applications and systems to capture potential issues before they occur.
  • Ensuring assets are being updated appropriately for all new stores equipment, as well as amending existing ones for closures/relocations.Procure equipment from approved vendors, guaranteeing best pricing and value for Joules.
  • Checking and managing all services with 3rd party suppliers, including ones that tie directly to stores.

The Requirements

Demonstrable experience with the following:

  • MS Office 365, SharePoint, Windows 7/10, Apple Mac’s.
  • Practical use and knowledge of ITSM Tool’s, MDM Solutions, and Backups/Restore.
  • Remote Support tools, SCCM. Active Directory/MS Exchange 2010.
  • Knowledge and use of EPOS systems would be a great advantage.

What we offer

  • 31 days Annual Leave (includes bank holidays)
  • Holiday Purchase Scheme
  • 50% clothing employee discount, plus Annual Clothing Allowance

A full list can be found here

This is an amazing opportunity for the right individual to add value to one of the UK’s fastest growing, lifestyle brands, so if you do not want to miss out on being part of something special – click ‘Apply Now’.