E-commerce Service Desk Manager

Leader is a fast-growing e-commerce and trade business specialising in home improvement products, including doors, flooring, and interior finishes. Our brands include:

● Leader Online – our flagship e-commerce platform serving homeowners across the UK.

● Leader Trade – a dedicated B2B platform supplying builders, developers and trade professionals.

● Nôsa – a premium bathroom brand focused on affordable luxury for modern homes and high-end developments.

● VIPDELIVERED.com – our in-house logistics fleet providing premium in-home delivery across the UK. With significant investment in technology, e-commerce platforms and automation, Leader is entering an exciting phase of growth as we scale our systems, improve our customer experience, and optimise internal operations.

We are now looking for an E-commerce Service Desk Manager to help drive operational excellence across our e-commerce and systems environment.

This role sits at the heart of our ecommerce and systems operation. You’ll work closely with the Head of AI, Systems & Infrastructure as well as other members of the Senior Leadership Team, alongside the TechOps and IT teams, to drive a digital-first operational backbone across the business.

You’ll be responsible for ensuring projects are delivered efficiently, improvements are implemented consistently, and our ecommerce ecosystem continues to improve and evolve.

Focused on managing and allocation of workload, champion submission of ideas and issues to drive continuous improvement, project coordination to ensure tasks are delivered on time, and systems optimisation through use of AI, automation and process improvement, you’ll manage work across the TechOps team while also owning your own initiatives.

This is an excellent opportunity for someone who enjoys solving problems, improving systems, and making teams more effective.

Key Responsibilities

Team Management

• Lead, coach and develop team members to ensure they are operating effectively.
• Balance workload across available resources based on business priorities to include business-as-usual activity, management of tickets and allocation of time to project work.
• Ensure timely escalation to the head of the department of tasks, timings or budget at risk and any SLA failures.
• Ensure regular 1:1s are conducted to ensure team members are fully engaged.
• Ensure full and appropriate training to remove any risk of key person dependencies and enable rapid resolution across the whole team.
• Provide guidance and support across multiple teamwork streams.

Documentation, Reporting and Support

• Improve internal documentation across e-commerce and systems.
• Create clear documentation for processes and system workflows.
• Identify, maintain and prepare reporting requirements and improvements.
• Develop, maintain and prepare dashboards for key metrics and projects.
• Provide relevant reports for the head of department for full oversight.
• Ensure stakeholders remain informed of progress and timelines.
• Support the head of the department to ensure full visibility of the outstanding workload.
• Support head of department in sourcing, planning and preparation of materials.
• Support head of department with supplier, tools and agency requirements.
• Support head of department for research purposes, IT trends and new technologies.

Continuous Improvement

• Identify opportunities to improve e-commerce operations, highlight opportunities for AI and automation, and improve workflows and end-to-end processes.
• Maintain, prioritise and allocate workload to team members to ensure timely delivery within agreed SLAs of the e-commerce and systems improvement.
• Drive delivery of improvements across systems, platforms and operational processes with a key focus on automation and appropriate AI application.
• Apply Lean / continuous improvement principles to optimise team effectiveness.
• Identify any new spend requirements relating to ticket submission.
• Conduct regular analysis of outstanding activity to identify themes and trends for discussion with the head of the department and/or grouping of workload.
  

Project Coordination

• Coordinate project tasks across the team, ensuring workload is balanced and manageable.
• Ensure tasks are clearly scoped, prioritised and delivered to agreed timelines and within budget.
• Track progress across multiple concurrent projects and report on status to leadership.
• Support delivery of business priorities and initiatives as required.
  

What We’re Looking For

Essential

• Experience working within an e-commerce business or digital commerce environment.
• Experience working with Shopify or similar e-commerce platforms.
• Strong organisational, work allocation and project coordination skills.
• Experience working across multiple systems and technical stakeholders.
• Excellent communication skills, including working with non-technical teams.
• A proactive mindset with a focus on continuous improvement.
• Experienced in automation across systems.
• A working knowledge of AI adoption and uses.

Desirable

• Experience working with e-commerce technology stacks (ERP, WMS, integrations).
• Exposure to platforms such as Brightpearl, Peoplevox, Shopify, or similar systems.
• Experience coordinating work with agencies or development partners.
• Exposure to Lean / Kaizen or operational improvement methodologies.

This role suits someone who:

• Is curious and questioning.
• Is naturally organised and structured.
• Enjoys improving broken processes.
• Likes solving operational problems.
• Can work across technical and non-technical teams.
• Is confident in challenging ideas constructively.
• Thrives in a fast-paced e-commerce environment.
  

Working Pattern

This role is primarily office-based in Hartlepool, working closely with the e-commerce and technology teams Monday to Friday (5 days a week). Our office hours are 8am - 4:30pm or 9am - 5:30pm.

Occasional remote working may be possible depending on projects and workload.

What We Offer

• Opportunity to shape and lead governance processes in a fast-growing business
• A supportive environment where your expertise will make a real impact
• A culture that values your professional growth and personal wellbeing
• Generous Holiday Allowance
  Enjoy 22 days of annual leave, plus bank holidays, with the flexibility to tailor your time off:
• Buy up to 3 extra days of holiday
• Or sell back up to 2 days to suit your needs
• We believe in a healthy work-life balance that works for you.
• Length of Service holiday awards: 1 extra day for every 3 years service;
• Death in Service benefit (3x annual salary).
• Salary sacrifice pension scheme with employer contributions of 3% in line with current statutory requirements;
• Salary sacrifice Cycle-to-work scheme;
• Staff discounts on the Leader product range;
• Subsidised gym membership; 
• Your Wellbeing Matters
  We care about our team’s mental and emotional health. That’s why we offer:
• Access to Able Futures, a confidential government-backed service providing practical support for mental wellbeing at work.
• Employee Assistance Programme (EAP) – 24/7 access to professional wellbeing advice, counselling, and guidance to help you thrive inside and outside of work.
• Employee Referral Bonus
• Salary: £35,000 – £38,000 Dependent on Experience