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This range is provided by Furniture Village. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Technical Operations Team Lead: full-time, including participation in on-call rota permanent basis, based in our Slough Group Office with regular travel to retail stores and group (head) office sites.
About the Technical Operations Team Lead role
At Furniture Village, great service is underpinned by great technology. The Technical Operations Team Lead plays a vital role in making that happen, leading the delivery of day‑to‑day technical support across our stores, Group office and distribution sites. Working collaboratively across Technology, they ensure that our systems, networks and devices remain dependable, secure and performing at their best. They set the benchmark, leading a capable team who take genuine pride in delivering excellent support. Through structure, clarity and care, they ensure incidents are resolved effectively, requests are well‑managed and our assets are accurately maintained. Living by the principles of service excellence, the Technical Operations Team Lead ensures service levels are met and exceeded, turning SLAs into a genuine measure of quality and trust. By partnering within IT and with the wider business, they ensure our technology foundations are strong, our people are supported and the business remains confident to grow and adapt.
What you will be doing as our Technical Operations Team Lead
* Lead and develop a small, high‑performing team of Technical Support Analysts, ensuring consistent and professional service delivery across stores, the group office and distribution sites.
* Maintain reliable and secure systems, networks and devices, ensuring availability, performance and compliance with agreed standards and service levels.
* Oversee incident, request and problem management through Manage Engine, ensuring SLA performance remains a daily focus and communication is timely and clear.
* Coordinate and support technology changes and rollouts, working closely with Infrastructure, Service Delivery and Cybersecurity teams to ensure readiness and minimal disruption.
* Manage and maintain accurate hardware and software asset records, ensuring compliance, traceability and effective lifecycle management.
* Work closely with suppliers to uphold service quality, drive accountability and continuously improve performance and responsiveness.
* Apply ITIL principles for service, change and asset management, ensuring documentation, process and communication are consistent, transparent and effective.
* Foster a culture of ownership and pride in service quality, encouraging collaboration, learning and a mindset focused on improvement and reliability.
* Provide clear and timely communication to the business during incidents and maintenance, building confidence in the stability and responsiveness of our service.
Key skills and attributes we are looking for
* Service management platforms such as Manage Engine, ServiceNow or Jira Service Management.
* Microsoft 365, Defender, Azure Entra, Active Directory and Group Policy.
* Endpoint management using Intune or SCCM across Windows, Apple and Android devices.
* Network fundamentals including LAN, WAN and Wi‑Fi, ideally with exposure to Cisco Meraki.
* Printing technologies, including ToshibaTec, HP and Canon devices.
* Payment hardware, including PEDs and store‑based peripherals.
* General device management, including laptops, AIOs, POS, tablets and mobile devices.
* Understanding of patching, vulnerability management and operational resilience.
* Proven experience leading a technical support or service operations team in a multi‑site or retail environment.
* Strong understanding of ITIL principles and how to apply them practically.
* Confident managing suppliers and ensuring accountability against service levels.
* Excellent organisational skills and an ability to balance multiple priorities.
* Clear, calm and confident communicator able to engage effectively with all levels of the business.
* Strong analytical ability with attention to detail and accuracy in documentation and reporting.
* Willingness to travel to sites as required and to take part in on‑call support.
* Dependable, thorough and motivated by service excellence.
* Curious and proactive, with a genuine interest in understanding how systems work and how they can work better.
* Customer minded, demonstrating care and ownership in every interaction.
* Calm under pressure, adaptable to change and focused on delivering consistent, high‑quality results.
If you feel you have what it takes to be our Technical Operations Team Lead then click “apply” today, we look forward to hearing from you!
Furniture Village is an equal opportunities employer, and all offers of employment are made solely on merit.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Management and Manufacturing
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