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Service Desk Team Lead

  • Department: Support & Infrastructure
  • Location: Hammersmith
  • Job type: Full Time
  • Contract Type: Permanent
  • Job reference: 24638

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Harrods’ IT comprises technologies that provide services to support our luxury store in Knightsbridge, Crown Court offices, Hammersmith Head Office, Trevor Square and TVDC Thatcham Distribution sites, Harrods’ Airport stores, Harrods Estates offices, satellite offices and remote workers. The IT services are supported by a mix of in-house technology teams and 3rd party technology partners.

The IT Service Desk provides support to all users the Harrods business (including Retail, Distribution and Corporate). This involves supporting a comprehensive set of hardware, software and devices so that the team are a one stop shop for all IT support.

Leading the team, you will ensure that they take taking ownership of issues, service requests and are demonstrating strong problem solving. You and the team will consistently deliver effortless service that is tailored to the needs of our IT customers with outstanding attention to detail. Everything you do should be in line with Harrods’ core values so that it aligns to the expectations of our internal customers.

The ability to build strong relationships with executive level stakeholders, users from across the business and within IT is critical to the success of this role. You will be expected to develop and continually drive forward improvements that enhance the overall service that the team delivers.

The successful candidate will have:

  • Experience of management and leadership of customer focussed teams
  • Knowledge and/or a proven record of active participation in the delivery of end-user experience improvement-related projects
  • Knowledge and/or working experience of ITIL based service management and operational support, disciplines, including: Incident, problem and change management, Request fulfilment, Asset and configuration management and Continuous Service Improvement (CSI)
  • ITIL Certification would be advantageous  

This is a fantastic opportunity put your stamp on the Service Desk, leading a fantastic team and the opportunity to make a difference to effective management of change & delivery of exceptional customer service. 

If you have the skills we need and want to work for the number 1 department store in the world, apply today.

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