JOIN THE WELLNESS REVOLUTION AT HOLLAND & BARRETT!

At Holland & Barrett, we’re more than just a high-street retailer — we’re one of the world’s leading health and wellness brands. With over 150 years of heritage, we’re passionate about helping people live healthier, happier lives. From vitamins to vegan foods, we’re driven by purpose and powered by innovation. And we need brilliant people to help us keep it all running smoothly behind the scenes.

THE ROLE

We’re on the lookout for a Service Desk Team Lead to guide and support our 1st Line Service Desk team — the frontline heroes of IT support at Holland & Barrett. In this hands-on leadership role, you’ll oversee daily performance, drive high standards in ticketing and customer service, and ensure calls are handled quickly, efficiently, and professionally.

WHAT YOU’LL BE DOING

• Leading, coaching, and mentoring a team of 1st Line analysts to deliver exceptional IT support.
• Monitoring key KPIs (e.g. 80% of calls answered within 20 seconds) and ensuring ticket and call quality exceeds expectations.
• Managing escalations swiftly and effectively, working closely with 2nd Line, ITSM, and other resolver teams.
• Spotting trends, triggering incident management when needed, and owning continuous improvement across processes.
• Keeping documentation up to date and ensuring adherence to scripts, procedures, and service standards.