Workplace IT Support Lead

As our Workplace IT Support Lead, you will be responsible for leading the operational delivery of IT support across corporate and retail environments. You will ensure a high-quality, consistent end-user support experience, provide technical leadership to a small team of analysts, and act as the senior escalation point for complex or high-impact technology issues. This role is focused on service ownership, escalation management, and continuous improvement rather than day-to-day front-line support; however, due to the size of the team, you will need to remain hands-on when necessary. You will work closely with central IT, People, Facilities, and third-party providers to deliver reliable, well-run workplace and retail technology services aligned with Reiss standards.

Who you are

• Demonstrates the ability to take ownership of complex workplace IT issues, manage escalations, and provide technical leadership at a senior level.
• Strong understanding of IT service management principles, working within ITIL-aligned processes.
• Proven experience in problem management, including root cause analysis and reducing recurring incidents.
• Confident people leader with experience mentoring small teams and driving consistent service delivery.
• Strong stakeholder communication skills, including experience supporting senior leaders and executives.
• Broad technical knowledge across workplace and retail technologies, including end-user devices, POS, networking, AV, and collaboration tools.
• Proactive and improvement-focused, using service data and trends to identify and implement change.
• Organised, calm, and pragmatic, particularly when managing incidents and escalations.

What you’ll be doing

• Lead, coach, and support a team of Workplace IT Analysts, providing technical management and guidance while fostering a collaborative culture and enabling team members to develop their skills and maintain high service standards.
• Own the operational effectiveness of workplace and retail IT support, including ticket triage, prioritisation, and escalation, ensuring incidents are resolved efficiently and service levels consistently meet business requirements.
• Act as the primary escalation point for complex, high-impact, or recurring technology issues, taking accountability for resolution and maintaining clear communication with all relevant stakeholders.
• Drive problem management activities, conducting root cause analysis and implementing permanent fixes to prevent recurring issues and enhance system reliability.
• Analyse incident and request trends to identify service weaknesses, implementing process improvements that enhance team performance and overall end-user satisfaction.
• Manage third-party providers and internal IT teams to ensure effective resolution and high service quality, coordinating efforts and maintaining strong relationships to support operational continuity.
• Track service performance and maintain accurate support processes, runbooks, and knowledge articles, reviewing and refining documentation to enable consistent and high-quality service delivery.
• Provide senior stakeholder and executive support, leading communication during major incidents and key business activities while acting as a trusted point of contact for critical decisions.

What we’ll do for you

• Competitive salary and company bonus.
• Up to 65% employee discount.
• Access to exclusive sample sales.
• Enhanced parental leave policies.
• Electric Vehicle scheme via Octopus Energy.
• Cycle to Work programme.
• Season ticket travel loan.
• Plus further workplace benefits.

We recognise the importance and power of diversity within our business and, as such, we ensure that our people processes are fair, transparent and promote equality of opportunity for all candidates. It is our pledge that candidates will not be discriminated against on the grounds of gender, gender identity or expression, pregnancy, marital status, age, race, colour, ethnic background, nationality, disability, sexual orientation, religion, religious or similar belief. Every individual will be treated with respect. We know that some people won’t apply for a role unless they feel they meet all of the requirements listed. We want you to know that finding people who will add to our inspirational culture and have a learning mindset is incredibly important to us. Even if you feel you don’t tick all the boxes, we’d still like to hear from you. If you want to start your story at Reiss as our Workplace IT Support Lead, don’t miss out - apply now!