Information Technology Service Desk Lead

IT Service Desk Lead - salary up to £35,000 per annum

At The Cotswold Company, we make furniture built to be kept — backed by our 15-year guarantee. Behind every order, showroom and warehouse, our IT team quietly keeps things running so everyone else can focus on the customer.

We're looking for an IT Service Desk Lead to take ownership of that experience day to day. The IT Service Desk Lead owns the day-to-day delivery and ongoing modernisation of IT support across The Cotswold Company. This is a hands-on role: leading the 1st and 2nd line Service Desk function, delivering End-User Computing (EUC) projects such as Intune configuration and Autopilot deployment.

The role holder is expected to bring an ITIL-aligned approach to service management, maturing incident, request, problem and change processes, and to take full ownership of the EUC estate on behalf of the Head of IT Infrastructure.

The role is responsible for mentoring junior staff, owning escalation processes, maintaining documentation, and driving process improvements to mature the EUC (End-User Computing) environment. Please note - there is no direct line management in this role.

Service Management & ITIL Alignment

• Apply ITIL-aligned practices across incident, request, problem and change management

• Own and continuously improve service desk workflows, ticket categorisation and documentation, automating where possible

• Identify recurring issues, support root cause analysis, and drive problem management through to resolution

• Act as primary escalation point for service desk tickets before Infrastructure team involvement

• Mentor and support service desk team members, leading stand-ups and handovers where appropriate

• Manage ticket queues and align prioritisation

• Ensure timely and accurate resolution of incidents and service requests against agreed SLAs

• Support the Head of IT Infrastructure with reporting, KPIs and metrics to improve visibility and performance

• This role is part of IT On-call rota, for out of hours support logging and escalation

• Maintain and improve the IT knowledge base and user-facing guides

End-User Computing (EUC) Ownership

• Own end-to-end device provisioning and lifecycle via Intune and Windows Autopilot

• Own troubleshooting through to resolution with service desk tickets

• Take day-to-day ownership of the EUC estate, including endpoint configuration, compliance policies and MDM administration

• Assist with new site installations across warehouses, outlets and showrooms

• To travel to our physical sites around the country, as required and when process improvements are needed (i.e. reviewing Kiosk solution etc)

• Oversee IT asset management lifecycle: recording, tracking and disposal. Aligning best practise cyber security standards.

• Participate in patching cycles, system alerts, and IT KPI reporting

• Maintain awareness of Cyber Essentials controls and compliance where relevant to support

Process & Continuous Improvement:

• Drive improvements to service desk workflows and documentation. Automating first where possible.

• Identify recurring issues and support root cause analysis

• Support the Head of Infrastructure with reporting, KPIs and metrics to improve visibility and performance

• Maintain awareness of Cyber Essentials controls and compliance where relevant to support

You'll fit right in if you're

• Positive, approachable and calm under pressure
• A natural at working with kindness and understanding of others' needs
• Customer-focused, methodical and analytical in how you solve problems
• Keen to keep learning — and to pick up new certifications along the way

A bit about us

The Cotswold Company is a premium furniture and homeware retailer, B-Corp certified and proud of it. We're growing our showroom presence across the UK alongside a well-loved online business, and everything we make is built to last — which is exactly the standard we hold our IT service to as well.

A driving license is advantageous for this position.