EUC Team Leader

Are you ready to lead and shape the future of IT infrastructure at Fenwick? We’re looking for an End User Compute (EUC) Team Leader to play a vital role in delivering and improving onsite hardware services across our business, supporting our exciting digital transformation This position is based in our Central London Wigmore Street offices however, due to the nature of the role, travel to our Brent Cross store and other Fenwick locations is required. What’s in it for you? When you join Fenwick, you’ll receive: 33 days annual leave (inclusive of 8 bank holidays) and a buying holiday benefits scheme in which you are eligible to buy a further 5 days across the year Your birthday off as an additional day annual leave – this can be taken any day within your birth month. Up to 25% discount in all Fenwick stores and fenwick.co.uk. ‘Perks’ - a great way to get Retail, Leisure & Hospitality discounts, exclusive deals, and cashback on a wide range of products. WeCare -24/7 GP, wellbeing advice & support service We offer a salary of up to £46.5k pa dependent on experience. So, more about our EUC Engineer role… You’ll lead a team of up to five engineers based across various store locations, driving technical service improvements and managing key projects. With travel to different Fenwick sites, you’ll ensure smooth operations across our stores, offices, and warehouses. Your responsibilities will include overseeing the full lifecycle management of our hardware, managing incidents and service requests, and ensuring infrastructure services are delivered to the highest standards. You’ll collaborate with internal teams, executive leadership, and external partners to maintain compliance with SLAs and deliver continuous service improvements. Reporting to the DevOps & Infrastructure Manager, you'll provide insights on hardware performance and be accountable for the IT hardware strategy and budget, conducting regular audits and assessments of hardware inventory to identify opportunities for optimisation and cost reduction. The ideal candidate will have experience managing technical operations teams, excellent customer service skills, and a solid technical background, including knowledge of Windows, Office 365, Active Directory, POS systems, and network services. You should also have a track record of improving team performance and working within an ITIL-aligned environment. What we are looking for in a candidate… We are looking for a true IT professional who has excellent communication & customer service skills, as well as prioritisation & time management. You will have fantastic autonomy to make this role your own. The relationships you build at Fenwick will help you succeed immensely in this role, you will be lots of different things to a wide range of colleagues so the ability to prioritise and be customer first at every opportunity will put you in good stead. You will also be working closely with the senior leadership team, including our executive board members ​ ITIL v3 or ITIL 4 Foundation desirable. ​ Proven experience of leading and developing a similar technical operations team, fostering a culture of teamwork and collaboration (Desktop Support, Field Services etc). ​ Proven experience of managing budget and resources across multiple locations. ​ Experience and success motivating and improving team performance. ​ Experience working within ITIL aligned environment particularly with Incident Management, Problem Management and Configuration Management. ​ Demonstratable working understanding of current technologies enabling you to act as an escalation point for the team e.g. Windows 10 /11, Office 365, Active Directory, Server administration, POS, Intune, Autopilot and Apple Device Management. ​ Excellent customer service and communication skills. ​ Proven track record of proactive problem solving. ​ Ability to work under own initiative and make effective fact-based decisions. ​ Experience of using Freshservice IT Service Management tool is desirable. ​ Reporting on Team Performance Stats. About Fenwick Fenwick is the UK’s largest family-owned department store group with a rich heritage and history that has shaped who we are today We are on an exciting journey of investment, looking towards a future that is every bit as bold and brilliant as what has gone before. We work collaboratively and our 2,000 strong workforce spans across our stores, our support functions including Digital, Buying & Merchandising, IT, Finance, People and Customer Service teams plus our valued restaurants and distribution centres and we are always on the lookout for talent to join our ever-growing family to exceed our customers' expectations