IT Service Desk Team Leader at Harrods

About the Role

As the Service Desk Team Leader, you will manage a team of 13 analysts operating in a 24/7 environment. Your responsibilities will include scheduling, performance management, and training. You’ll ensure that service targets and SLAs are consistently met, while also:

• Monitoring and analysing service desk metrics to identify trends and areas for improvement
• Developing and maintaining service desk procedures and documentation
• Acting as the primary escalation point for complex technical issues
• Providing regular updates to senior management on team performance and ongoing initiatives

About You

The ideal candidate will bring hands-on experience in the installation, configuration, administration, and troubleshooting of end-user devices across platforms such as Windows 10/11, macOS, desktops, laptops, tablets, VDI, and thin clients. You should also have:

• Experience with Active Directory administration
• Familiarity with video and audio conferencing technologies
• A basic understanding of software licensing

We are looking for someone with strong time management and organisational skills, a commitment to continuous learning and improvement, and a belief in the importance of teamwork.

An ITIL certification is a plus.

 About Us

Harrods is one of the world’s leading luxury department stores, becoming a destination for top designers and sought-after brands worldwide. Our mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers, and we’ll do something remarkable for you. We offer a friendly, inspiring environment with plenty of opportunities and support to build an exceptional career across our diverse business areas.