Service Operations Lead

Who We Are:

Inspired by a shared love of fashion, sneakers and the surrounding culture, END. was founded in Newcastle upon Tyne back in 2005. Our first UK store brought together a curated mix of celebrated designers and emerging brands, many of which were previously hard to find outside of London. From day one, we’ve nurtured a community of like-minded individuals united by a love for this ever-evolving culture. Today, END. serves over 2 million customers worldwide through a seamless blend of online and physical retail. Our industry-leading stores in Newcastle, Glasgow, Manchester, London, and Milan reflect our commitment to innovation, influence, and inspiration. We offer a carefully curated selection of menswear, womenswear, sneakers, homeware, and lifestyle products to a global audience. At the heart of END. is our customer and it’s our people and culture that make the difference. With over 600 employees across our HQ, offices, and retail locations, our customer-first mindset continues to guide everything we do.

The Role:

The Service Operations Lead is responsible for leading END.'s IT service operations team, ensuring colleagues across our retail stores, warehouse, head offices and remote locations receive fast, reliable and friendly technology support. The role leads the day-to-day running of the service desk and end-user support function, owns the Mac and Windows endpoint estate from purchase to disposal, and ensures services are delivered to the standards the business expects.

As the operational link between Technology and the wider business, the role partners with colleagues to understand their priorities, sets clear expectations through agreed service levels, and continually improves the quality and efficiency of support. It works closely with the Infrastructure Lead, Applications & ERP, the Cybersecurity Manager, business stakeholders and third-party suppliers.

Here’s a breakdown of what you’ll be doing:

• Lead, coach and develop the Service Operations team, setting clear objectives and managing performance, rotas and workload so cover is maintained across all sites and trading hours.
• 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, using data to drive improvement and give the business clear visibility of service quality.
• Embed practical, ITIL-aligned processes across incident, request, problem, change and knowledge management, kept proportionate for a fast-moving retail business.
• Own the end-user device lifecycle across Mac and Windows, covering procurement, build, deployment, maintenance, refresh and secure disposal.
• Maintain an accurate, auditable asset register for hardware and software, including licence management, warranty tracking and regular reconciliation against device management and identity platforms.
• Own software licence management and review, regularly auditing licence allocation and usage across Microsoft 365 and other SaaS platforms, reclaiming unused licences, ensuring compliance and supporting renewal and cost decisions.
• Oversee endpoint management and configuration through our device management tooling, working with the Cybersecurity and Infrastructure teams to keep devices patched, compliant and protected.
• Act as a business partner to retail, warehouse, customer service and head office teams, understanding their needs, agreeing priorities and managing expectations.
• Manage escalations from a service perspective, coordinating resolution with Infrastructure, Security, Applications teams and suppliers, and keeping stakeholders informed throughout.
• Manage the IT on-call rota, ensuring out-of-hours cover is in place across all sites and trading hours, with clear escalation routes and handovers.
• Participate in the on-call rota, responding to and coordinating out-of-hours incidents as required.
• Run joiner, mover and leaver processes in partnership with HR and the identity team, so colleagues have the right access and equipment from day one.
• Support store openings, office moves, refits and peak trading periods, ensuring the right devices and support are in place.
• Build and maintain knowledge base and self-service content that reduces repeat contacts and improves first-time fix rates.
• Proactively identify continual improvement opportunities and manage these through the change process.
• Champion a customer-focused, security-aware culture within the team and across the business.

Who we’re looking for:

• 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.
• 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.

Qualifications:

• 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).

Besides a competitive salary and an engaging and inclusive work place we can offer you:

• 33 days holiday (including bank holidays).
• Flexible working, with 2 days WFH.
• 40 Hours per week - Monday to Friday.
• 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.
• And so much more…

We know that great talent comes in many forms. So even if you don’t meet every single criteria, we would still love to hear from you. If you’re passionate, driven, and believe you can contribute to our future success, we encourage you to apply.

Please note: Employment is conditional upon having the legal right to work in the UK for the role offered.