The Hut Group is hiring an

IT Support Team Leader

Shepherdsville, United States

IT Support Team Leader

Location Shepherdsville, Kentucky

About The Hut Group:

THG is one of the world’s fastest growing and largest online retailers. We have over a decade of experience building and growing brands in the Beauty and Wellness sectors, in over 160 markets. We create brilliant digital brand experiences and our in-house team design, develop and build a bespoke proprietary technology platform that is used by hundreds of millions of people worldwide. With a world-class business, a proprietary technology platform, and disruptive business model, our ambition is to be the global digital leader.

Our culture is fast-paced and ambitious – we like to move twice as fast others believe to be possible. This belief is a fundamental part of the DNA that has supported our incredible growth. Our people are our strength and we have over 4,000 diverse, smart thinkers across the globe who are encouraged to think creatively and empowered to turn their ideas into actions.

To support our ambitious growth, we are looking for commercially astute, ambitious individuals that can bring fresh and innovative thinking to THG and play a part in driving the Group forward on its truly exciting journey.

THG is looking to recruit an Enterprise IT Support Team Leader.

The IT team will be responsible for providing and maintaining the site's IT working environment delivering a world-class experience from the day someone starts. You are the face of IT and will have excellent Customer service skills ensuring that each and every employee is able to perform their roles in the most efficient way possible.


  • Create and maintain a seamless and automated New Starter Process
  • Support internal IT teams as well as Business Partners and employees, working closely with the Server and Networking teams
  • Monitor assigned Incidents, Service Requests and Queries
  • Key role in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards
  • Responsible for successful deployment and upgrades of workstations
  • Perform computer management and system administration activities
  • Perform hands-on assistance when necessary to resolve issues with core networking switches, routers, wifi access points and storage arrays
  • Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes
  • Proactive management of open incidents, working with technical support teams to gain the fastest resolution based on incident SLA
  • Support of the following Technology: Microsoft Office products, Windows 10, Macs, Desktops, Laptops, Printers, Networked copiers, basic LAN/WAN connectivity, telephony products (IP phones/mobile phones) and mobile devices
  • Daily communication of service business line status
  • Ensuring all calls that cannot be resolved by the IT Service Desk are allocated to the relevant support team in a timely manner and resolved
  • Updating and writing Knowledge Base entries when new solutions are established
  • Raising awareness of regular repeat Incidents
  • Raising Problem Records for investigation



  • Appreciation of ITIL methodology
  • Active Directory toolset with basic to advanced-level configuration experience
  • MS Office 2016 and or 0365 or other SaaS bases service support
  • Experience writing and updating operating instructions and documentation and equipment auditing
  • MCITP/MCP/MCDST or equivalent knowledge in Enterprise-level desk side computing
  • All Microsoft products suites and Operating Systems
  • Experience of Apple products (Mac Book, iPad, iPhones etc)
  • Asset management


  • Experience of Cisco networking and wireless products [IOS / Nexus / Meraki]
  • Networking & VPN & SOHO wireless networks including TCP/IP, RDP,
  • Wireless Network operation, management and troubleshooting
  • Server Room Infrastructure
    • PDU / UPS Configuration and management
    • Air Conditioning
    • Installation / removal of equipment and maintenance
  • PDU / UPS Configuration and management
  • Air Conditioning
  • Installation / removal of equipment and maintenance

You should also be warm, friendly and approachable, always striving for top rate customer satisfaction

  • Excellent analytical and problem-solving skills with a want to find and understand the problem
  • Excellent verbal and written communication skills
  • Experience with ITIL processes and procedures
  • Good at identifying problems and resolving
  • Organised and calm under pressure


THG offers:

Very competitive Benefits Package including -

  • Medical, Dental, Vision, life insurance & Short/Long Term Disability. 30 day waiting period for benefits
  • Company pays up to 90% of insurance premiums
  • Your birthday off, paid after 1 year of service.
  • 401K with up to 4% company match. 100% vested from day one
  • Awesome Employee discounts on our websites
  • Employee Referral bonus program up to $100 per referral
  • Climate Controlled warehouse
  • Excellent growth & advancement opportunities
  • Short 20-minute commute from Louisville and Elizabethtown

Similar jobs

Other jobs at The Hut Group