Role: IT Store Support Team Lead
Location: Blackburn, BB1 2FA
Job Type: Full time Permanent
Salary: £35,000 - £40,000
Bonus Scheme: Bonus Incentive!
Company: EG On The Move
About the role:
We are seeking a confident and capable Store Support Team Lead to oversee the day-to-day operations of our IT Service Desk, ensuring the delivery of high-quality support to stores across the network. In this role, you’ll lead and coordinate a team of service desk analysts, driving operational excellence and fostering a supportive, solutions-focused culture. Your leadership will ensure that store-related IT issues are managed effectively and in line with business priorities.
You’ll also play a key role in enabling the IT Service Operations Manager to focus on strategic areas such as IT General Controls (ITGC), vendor management, and internal IT governance, by taking ownership of the team's daily performance and service delivery.
If you’re passionate about service excellence and ready to lead a team that makes a real difference to our store operations, we’d love to hear from you.
What you’ll do:
- Provide day-to-day guidance and coordination to the IT service desk team, helping ensure timely and effective support for store-related IT incidents and requests.
- Support performance tracking by contributing to monitoring activities and promoting adherence to SLAs and service standards through coaching and encouragement.
- Act as the first point of support within the team for escalated or complex issues, working collaboratively to troubleshoot and escalate further when necessary.
- Coordinate the delivery of IT support services to store colleagues across all sites.
- Promote the use of the knowledge base and contribute to documentation updates to improve team efficiency and first-line resolution.
- Support the rollout and embedding of internal IT controls as part of the ITGC programme.
- Encourage adherence to ITIL-aligned service desk processes and champion continuous improvement.
- Assist in the onboarding of internal teams into AutoTask and structured ITSM workflows.
- Offer day-to-day peer support, mentoring, and technical guidance to service desk analysts.
- Support with IT Projects and NTI development
What’s in it for you?
Whether you're looking to build a long-term career as we expand across the UK or seeking a job with top benefits, we've got you covered:
- Bonus Incentive
- 15% Food to Go Discounts – Greggs, Starbucks, Subway, Popeyes, Cinnabon, Chaiiwala & Sbarro
- Flexible Working Day
- Free on Site Parking
- Waterside Café – Freshly prepared meals everyday
- On site Prayer and Ablution Facilities
- Employee Assistance program
- Support for mental and financial wellbeing
- Life Insurance
- Legal Assistance
- Retail Discounts
- Learning & Development Opportunities
- Salary Sacrifice Pension
What we are looking for:
- Experience in a senior or lead role within an IT support or service desk environment.
- Practical knowledge of store or field-based IT support, ideally in a retail or multi-site context.
- Working knowledge of ITIL service operations (incident, request, knowledge, escalation).
- Familiarity with ITSM tools (e.g., AutoTask, ServiceNow, Freshservice).
- Experience working in compliance- or controls-oriented IT environments (e.g., ITGC, audit readiness).
- Understanding of retail systems such as POS, handhelds, or store network setups.
Be a part of it:
As EG On the Move grows, we’re excited to welcome talented individuals to our team. We are about building a workplace where expertise and growth come together. Here, your skills matter, and you’ll have the opportunity to make a real impact. Join us and be part of something meaningful!
Please note - you are required to successfully pass a DBS check, which will be funded by EG On The Move.
INDTECH