Service Operations Lead

END.

. Lead, coach and develop the Service Operations team, setting objectives and managing performance, rotas and workload .

Posted 11/5/2026full-timeWashington • Washington • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading IT support teams, managing service desk operations, and implementing ITIL-aligned processes. Proficient in endpoint management, asset lifecycle management, and Microsoft 365 administration, with strong communication and organizational skills.

Highest-signal resume keywords

ITIL Service Delivery PracticesEndpoint Management ToolingMicrosoft 365 AdministrationSLA and KPI ManagementTeam Leadership and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Endpoint ManagementAsset ManagementTroubleshooting SkillsService Desk Ticketing PlatformsMicrosoft IntuneJamfManageEngine Endpoint CentralMicrosoft 365 (Exchange Online, Teams, SharePoint, OneDrive)Infrastructure and Security ToolingHardware and Software Asset Lifecycle Management

Soft Skills

Strong Communication SkillsOrganizational SkillsAbility to Work Under PressureCollaboration SkillsInfluencing Skills

Tools & Technologies

Microsoft IntuneJamfManageEngine Endpoint CentralMicrosoft 365Entra IDOktaNetworking and Wi-Fi ToolsEDR ToolsBackup SolutionsRetail POS Solutions

Certifications & Qualifications

ITIL Foundation CertificationLevel 5 Professional Qualifications

Industry Keywords

Service OperationsIT SupportRetailEcommerceFashion IndustryService Desk ManagementCustomer-Focused CultureChange ManagementKnowledge ManagementCompliance

Tech Stack

Tools & technologies

iOSITSMJamfMacOS

About the role

Key responsibilities & impact

Lead, coach and develop the Service Operations team, setting objectives and managing performance, rotas and workload
Own the day-to-day running of the service desk, ensuring incidents and requests are logged, triaged, prioritised and resolved within agreed SLAs
Define, monitor and report on SLAs, KPIs and service performance
Embed ITIL-aligned processes across incident, request, problem, change and knowledge management
Own the Mac and Windows end-user device lifecycle from procurement through secure disposal
Maintain an accurate, auditable hardware and software asset register
Manage software licences across Microsoft 365 and other SaaS platforms
Oversee endpoint management and configuration, patching, compliance and security
Partner with retail, warehouse, customer service and head office teams
Manage service escalations with Infrastructure, Security, Applications teams and suppliers
Manage and participate in the IT on-call rota for out-of-hours incidents
Run joiner, mover and leaver processes with HR and the identity team
Support store openings, office moves, refits and peak trading periods
Build and maintain knowledge base and self-service content
Identify continual improvement opportunities and manage them through the change process
Champion a customer-focused, security-aware culture

Requirements

What you’ll need

Proven experience leading, developing and motivating an IT support or service desk team
Deep experience of endpoint and asset management across Mac (macOS, iOS) and Windows estates, including hardware and software asset lifecycle and licence management
Hands-on experience with endpoint management tooling such as Microsoft Intune, Jamf, ManageEngine Endpoint Central or similar
Strong working knowledge of ITIL and service delivery practices
Experience defining, managing and reporting on SLAs and KPIs, and prioritising work based on business impact and urgency
Experience of ITSM / service desk ticketing platforms, including queue management, reporting and workflow configuration
Good knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive) and identity platforms such as Entra ID and Okta
Working understanding of infrastructure and security tooling (networking and Wi-Fi, zero trust remote access, EDR and backup), sufficient to triage issues and work effectively with the responsible teams
Knowledge of end-user hardware including laptops, mobile devices, printers, meeting room AV / collaboration solutions and Teams Rooms
Excellent troubleshooting and diagnostic skills, with a calm approach under pressure
Strong organisation skills and the ability to balance competing priorities
Willing to travel to sites across London, the UK and Europe as required
Strong communication and influencing skills
Able to exchange ideas and information effectively in a clear, concise and straightforward way, explaining technical issues clearly to non-technical colleagues
Working collaboratively with internal stakeholders including peers, senior leaders and team members, and external stakeholders where required, to achieve functional objectives
Desirable: experience in a fashion, retail or ecommerce environment, ideally supporting stores, warehouse and head office teams
Desirable: experience supporting retail POS, warehouse handheld / barcode scanning and label printing solutions (e.g. Dynamics 365 Commerce and Warehouse Management)
A current UK driving licence
Level 5 professional qualifications or extensive practical knowledge gained through experience
ITIL Foundation certification or equivalent experience (ITIL 4 or other service management qualifications desirable)
Legal right to work in the UK for the role offered

Benefits

Comp & perks

33 days holiday (including bank holidays)
Flexible working, with 2 days WFH
Holiday trading (Buy or sell 3 days)
Your birthday off
Access to Employee Assistance Programme
Healthcare Cashback Plan
Moments that matter gifts (Weddings and Babies)
A pension that both you and the company contribute to
Generous staff discount
Opportunities for professional development and career progression