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.

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.

• Solid experience in a Service Desk or IT support environment.

• Previous leadership or mentoring experience is a bonus.

• Strong understanding of ITIL principles.

• Excellent communication, coaching, and problem-solving skills.

• A proactive mindset with an eye for detail and a drive to deliver top-tier customer service.

Why Join Us?

• Be part of a purpose-led business that champions health and wellbeing.

• Work in a fast-paced, people-focused tech environment.

• Opportunities to develop, lead, and shape how we deliver IT support.

• Access to a range of wellness benefits, learning tools, and career pathways.

Ready to take the lead and make an impact?
Apply today and help us build a healthier world – one support call at a time.

💸 Technology Incentive Scheme - we offer different bonus schemes for all grades in Technology, starting at 10%.

📚 Learning and Development opportunity with Holland & Barrett is a great base for career development long term.

🤝 Career progression

🔝 Pension company contribution - 3 & 5%

✈️ Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year. 

💷 Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.

👜 Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.

💰 Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy. 

🙋🏽 We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.

🧠 Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.

👑 We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.

👏 And many more!

• Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.
• Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.
• Join us and see how far you can go…