FGH Business Centre 66-70 Vicar Ln, Bradford BD1 5AJ & FGH Listerhills Warehouse, Thornton Road, Bradford BD8 8LG
About The Role
A Senior Deskside EUC (End User Computing) engineering lead provides experience to lead and help develop the on‑site technical support team (3 direct reports), handling complex end‑user issues while overseeing incident resolution, team coordination, and process improvements across the operation. This role will have more responsibility than a standard deskside support engineer by emphasising leadership, root cause analysis, and continuous optimisation of user experience using available and developing tooling.
This role brings technical experience to enhance performance and capability of the EUC / Desk‑side assist team. The successful candidate will have experience of managing a team of technical engineers, driving continuous improvement within a comparable support operations / environment and will be responsible for efficient support delivery, end‑user satisfaction and high levels of service and operational excellence.
Accountabilities
* Lead, mentor and manage the EUC/ desktops engineers to deliver an excellent Desktop and Deskside support service.
* Manage and prioritise team tasks for rapid incident resolution, collaborating with resolver groups and managers to escape recurring issues and implement fixes.
* Deployment of automated solutions or PowerShell scripts for proactive remediation.
* Lead, mentor other less experienced EUC / desktop engineers to deliver an excellent Desktop and Deskside support service.
* Monitor and manage support ticket routed to the team to ensure that all tickets are appropriately prioritised and dealt with to meet incident SLAs and KPIs.
* Implement, review, and optimise operational protocols, SOPs and service processes.
* Act as an escalation point for complex issues, ensuring swift and effective incident management.
* Lead IMACDs (Installs, Move, Adds, Changes & Decommissioning activities) of Hardware and software (Including OS imaging (Windows/Mac)).
* Development and maintenance of IT assets management processes and protocols.
* Deliver an excellent experience to New Joiners to FGH being onboarded.
* Deliver an excellent experience to users requiring a deskside visit to address a technical issue.
* Coordinate with other IT functions and resolver groups both internally and third‑party, partner‑provided to resolve cross‑functional problems and develop integrated solutions.
* Train and onboard new team members, providing coaching and technical guidance, and foster professional development.
* Oversee documentation of troubleshooting guides, SOPs, How‑Tos, operational policies, and process flows.
* Ensure compliance with organisational and regulatory standards and applicable policies and guidelines.
* Develop skills across team to maximise resource efficiency and deliver a robust, quality service to the business around the clock.
About You
* Proven experience managing a team of technical engineers.
* Ability to motivate, coach and mentor the team, fostering professional development and a positive work culture.
* Problem‑solving and critical thinking abilities, anticipating challenges and developing effective solutions.
* Advanced proficiency and troubleshooting in Windows 10/11, Active Directory, M365, SCCM/Intune, scripting (PowerShell/VBScript).
* Strong organisational and time management skills to manage 24x7 team scheduling efficiently.
* Clear communication skills capable of conveying technical details and instructions effectively to diverse audiences.
* Demonstrable commitment to customer satisfaction and continuous service improvement.
* Strong communication for user updates, team coaching, and cross‑functional collaboration; experience with MS Intune.
* Proven technical background and experience managing a similar team in a complex and comparable technical environment.
* Minimum of 2 years at a similar Senior level, working within a comparable ITIL aligned corporate environment.
* Experience working with IT suppliers to deliver new office solutions.
* Provide on‑site “Hands & Eyes” service to third‑party Wintel and network support service provider.
* Strong documentation, time management, and a methodical approach to problem‑solving with attention to detail.
* Willing to join a rota of on‑call IT Duty Managers covering one week in six‑eight to act as major Incident manager (P1 tickets).
ABOUT US: FGH
For over 100 years, Freemans has been at the forefront of home shopping, delivering quality products and exceptional service. We’ve accepted the challenge to transform our business into a modern, digital‑first retailer. With a rich heritage and an eye on the future, we are a forward‑thinking, tech‑driven online retail business, making fabulous fashion and stylish homewares accessible and affordable for everyone. Based in West Yorkshire and part of the OTTO group one of the world’s largest online retail organisations, Freemans Grattan Holdings (FGH) is the home of familiar brands such as Freemans, Grattan, Kaleidoscope, and Curvissa.
LOCATION
Onsite 5 days a week (Mon‑Fri), covering our Listerhills and Vicar Lane offices.
What We Offer You
TRAINING & DEVELOPMENT
Turning your job into a career is a real passion for us and our development programmes will enable you to grow in role. We offer clear career pathways that will show you the way, outlining the skills, behaviours and knowledge needed to perform at the next step. We invest in our colleagues, giving them all the opportunity to progress. Our inspired leadership programme is aimed at equipping our future leaders to coach, develop, manage change and maintain situational awareness.
INCLUSIVITY
As a business, we depend on a fusion of identities, characteristics, backgrounds, and cultures to fully appreciate our people and our customers. Freemans has a long‑standing commitment to ensuring fairness and balance. Our company is an inclusive organisation where everybody can make the most of their talent and abilities. Our pay, reward, and progression approach is based solely on fairness and merit.
Benefits
* Competitive salaries and annual bonus scheme
* 37 days holiday
* Healthcare cash plan
* Competitive pension scheme
* Life assurance
* Paid paternity and maternity leave
* Incredible staff discounts
* Subsidised Canteen
Ready to apply?
If you’re excited about this opportunity and want to join FGH, click apply now to send us your application.
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