Job Description

TECHNICAL OPERATIONS TEAM LEAD

We have an exciting opportunity for a

Technical Operations Team Lead

to join our team based in

our Slough Group Office, with regular travel to retail stores and group (head) office sites.

You will join us on a

full-time, including participation in on-call rota permanent basis

and in return will receive a

competitive salary.

Here at Furniture Village, we have built a hugely successful retail business with a winning environment to work in, and we are delighted to have won Best Retail Family Business of the Year! We are caring, passionate, honest people who go the extra mile and make brave decisions to ensure our customers are always delighted with our service.

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 (head) 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 in our

Technical Operations Team Lead

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.