Service Desk Team Leader

4 months ago

London, United Kingdom Vanquis Bank Full time

**About Us**:
Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn’t from traditional lenders.

Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people’s lives today, as it did when it was founded.

Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

**You and Your Team**:
As a IT Service Desk Team Leader, you will be reporting to the Service Desk Manager. To effectively lead a team of IT Service Desk Analysts ensuring that service levels are achieved. To ensure customer expectations are met or exceeded. Responsible for ensuring the IT Service Desk are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks and that standards and processes are followed to provide effective customer service and meet requirements.

**In your day-to-day role, as an IT Service Desk Team Leader your responsibility will include**:
**Reporting**
- Production of daily, weekly and monthly Service Desk KPI’s to report to IT Service Management

**Service Support Delivery**
- Effective incident and service request management.
- Deliver continuous improvement on service quality.
- Interface Service Desk with other IT Functions, processes and standards to maximise the efficiency and effectiveness.
- Design and deliver Service Desk processes, technologies and services
- 3rd Party/Vendor Management in conjunction with the Service Management team.
- Adoption and implementation of Service Desk and ITIL best practice i.e. SDI Standards.

**Resourcing**
- Assist in the management of recruitment against approved headcount.
- Motivate and develop self and capability of direct reports through training/cross skilling, effective performance management and standard line management activities.
- Succession management planning.

**Goverance**
- Support and adhere to corporate and IT governance initiatives.
- Compliance with internal and external audit requirements.
- Risk and Issue management for the Service Desk team.
- Adherence to departmental processes and procedures.
- Monitoring of staff performance against agreed SLA’s and departmental KPI’s

**KPI's**
- Regular reporting of key metrics and KPI’s.
- Increase the percentage of incidents resolved within an agreed/acceptable period of time
- Improved effectiveness and efficiency within the IT Service Desk through process, activities and toolsets
- Increase level of user satisfaction by achieving Service Desk targets.
- Compliance
- Understand FCA requirements
- Report any risks/issues associated with current processes or new processes to line management

**What you will bring to the team**:

- Previous experience as a Service Desk Team Leader or senior operations role experience within an IT function or similar environments.
- The ability to work under pressure in a fast paced environment
- Strong communication skills and the ability to communicate with people at all levels in an organisation
- Ability to lead, influence and develop self and others
- Drive, self-motivated and ability to work under own initiative
- Excellent analytical/problem solving abilities with which to drive continual and service improvement
- Excellent organisational skills
- Strong customer service skills

**Why Vanquis?**

Vanquis was established in 2003, offering a credit card designed to help customers improve their credit score. In 2016, Vanquis introduced personal loans to give customers additional opportunities on their credit-building journeys. Vanquis brings together our lengthy history in the financial sector with modern money management through its online and app-based accounts.

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today.

**On top of all this, we will give you a package including**:

- Competitive salary
- Discretionary annual bonus
- Hybrid working considered
- Up to 30 days holidays in addition to bank holidays
- Pension Scheme with matched company contributions up to 5%
- Private Medical Insurance
- Extensive opportunities for personal and career development
- Opportunity to grow, develop and learn
- Colleague Perks at Work discount platform
- Season ticket loan
- 1 paid day to ‘give back’ to local communities or chosen

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