The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
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. It's a hands‑on role: you'll lead and coach a small service desk team while personally delivering the end‑user computing work that keeps our people equipped — Intune, Autopilot, and everything in between.
What you'll be doing
- Bring an ITIL-aligned approach to incident, request, problem and change management
- Own and improve service desk workflows, ticket categorisation and documentation, automating where you can
- Act as the first escalation point for the desk, mentoring the team and leading stand‑ups and handovers
- Take full ownership of device provisioning and lifecycle via Intune and Windows Autopilot
- Manage the wider EUC estate: endpoint configuration, compliance policies and MDM administration
- Support new site installs across our warehouses, outlets and showrooms, with some travel to sites as needed
- Oversee IT asset management — recording, tracking and disposal — in line with good cyber security practice
- Share reporting, KPIs and metrics with the Head of IT Infrastructure to keep performance visible
- Take part in our IT on‑call rota for out‑of‑hours support
What you'll bring
2 years' experience in a support desk function
ITIL v4 or v5 certification
Windows 11 troubleshooting and deployment experience
Microsoft 365 management experience (onboarding, offboarding, Exchange, Teams, licensing)
Experience with Microsoft Cloud, Autopilot, Intune or similar MDM tools
CompTIA Network+
Virtualisation knowledge
CompTIA A+ (or equivalent)
Backup and anti-virus management
A full UK driving licence (for travel and hire car purposes)
Broader MDM/deployment know‑how (MDT, JAMF, Knox, Apple DEP)
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.
IT Service Desk Lead in Norwich employer: Cotswold Company
The Cotswold Company is an exceptional employer, offering a unique opportunity to shape a new showroom in the heart of Knutsford. With a strong focus on employee growth, a collaborative work culture, and generous benefits including 25 days holiday, medical insurance, and a paid volunteering day, we prioritise the well-being and development of our team. Join us to be part of a company that values kindness, integrity, and a genuine passion for creating memorable customer experiences.
