IT Service Desk Team Leader

7 months ago

Blackpool, United Kingdom Tandem Bank Full time

**Job Title**:IT Service Desk Team Leader
**Working Pattern**: Monday to Friday, 36.25 hours per week
**Salary**: up to £45,000 and up to 20% bonus
**Location**: Blackpool (Hybrid - 1/2 days a week in the office), with occasional expensed travel to our Cardiff, London, Durham and Manchester offices

**At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated IT Service Desk Team Leader, ready to make an impact, we've got a space with your name on it**

The main purpose of the role is to lead the Tandem IT Service Desk and ensure the timely delivery of services to the bank. You will manage and mentor the 1st and 2nd line support team, providing them with training, conducting 1-on-1 sessions, and fostering their career development. A key aspect of the role will be participation in operational projects as needed.

**We are Tandem - Where impact meets innovation**

Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow, spend, and share - all while nurturing our planet, our people and our customers. As one of Europe's fastest growing digital banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.

Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.

**Your team: Collaborators in change**

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.

You will become an integral part of our dynamic Service Delivery team, which is a vital component of our broader Technology division. Our Service Desk team comprises 6 skilled analysts. Your direct reporting line will be to the Service Delivery Manager, ensuring clear communication channels and alignment with our service delivery objectives.

**Your Impact: Building a greener tomorrow**

As an IT Service Desk Team Leader at Tandem your focus will be on:

- Lead and supervise a team of Service Delivery Analysts, set clear objectives and performance expectations for the team and individuals.
- Manage the Service Desk including incidents, service requests, and problems, ensuring timely resolution and adherence to service level agreements.
- Act as the single point of contact for escalations, coordinating with appropriate teams to address and resolve issues effectively.
- Define and track Service Desk metrics to measure performance and service levels.
- Analyze data and generate reports to identify trends, areas for improvement, and opportunities for optimization.
- Communicate outages and changes to stakeholders in a timely and effective manner, minimizing impact on operations.
- Develop and maintain knowledge articles to support the Service Desk team and improve resolution times.
- Oversee the onboarding and offboarding process for employees, ensuring smooth transitions and adherence to security protocols.
- Coordinate with system administrators and security teams to schedule and deploy patches in a timely manner, minimizing downtime and reducing security risks.
- Develop and maintain Service Desk policies, procedures, and standards in alignment with organizational objectives and industry best practices.
- Oversee the operation and maintenance of operational systems including Microsoft 365, Active Directory, Entra ID, Intune, Connex Contact Centre, Freshservice, Miro, and Jira.
- Manage asset inventory and lifecycle, including procurement, deployment, tracking, and disposal, to optimize resource utilization and minimize costs.
- Collaborate with audit and risk management teams to remediate audit findings and mitigate identified risks.
- Participation in operational projects as needed.
- Keep abreast of industry trends and best practices to continuously improve service desk operations.

**We'd love to hear from you if you have**:

- Bachelor's degree in Information Technology, Computer Science, or related field. Relevant experience may be considered in lieu of a degree.
- Proven experience in a Service Desk or technical support role, with experience in a leadership or supervisory capacity.
- Strong knowledge of IT support systems and tools.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Strong problem solving and troubleshooting skills.
- Familiarity with ITIL framework and Service Desk best practices is preferred.
- Experience in Active Directory, Microsoft 365 and Azure.

**It would be great, but not essential if you have**:

- Microsoft 365 Associate Certification
- Microsoft Azure Associate Certification
- ITIL Certification
- Experience in Connex Contact Centre, Freshservice, Crowdstrike, Microsoft Intune, Jira, and Miro.
- Relevant experience in banking

  • IT Service Desk Team Leader

    7 months ago

    Blackpool, United Kingdom Tandem Bank Full time

    **Job Title**:IT Service Desk Team Leader **Working Pattern**: Monday to Friday, 36.25 hours per week **Salary**: up to £38,000 and up to 20% bonus **Location**: Blackpool (Hybrid), with occasional expensed travel to our Cardiff, London, Durham and Manchester offices **At Tandem, we're not just a bank; we're a movement for positive change. If you're an...

  • Team Leader

    6 months ago

    Blackpool, United Kingdom William Hill Full time

    **Location** Lancashire BLACKPOOL BOND STREET FY4 1BW **Contract type** Full-time **Salary** £23,989.39 **Hours** 37.5 - For our customers, William Hill is more than a betting shop. It’s a home from home. A place where you can meet friends, socialise, and enjoy the sport with a warm tea or coffee in hand.As a Team Leader in one of our betting...

  • Customer Service Team Leader

    3 days ago

    Blackpool, United Kingdom Page Personnel Full time

    Ability to take on responsibility and progress - Opportunity to learn and create a new skill set **About Our Client**: Our client is a thriving Logistics Distribution and Supply Chain company based in Blackpool looking for a driven and motivated Customer Service Team Leader to join their team. Duties of the Customer Service Team Leader: - Provide support...

  • Team Leader

    2 weeks ago

    Blackpool, United Kingdom Creative Support Full time

    Job Description We are looking for an experienced Team Leader to join our dedicated team and help develop and coordinate our learning disabilities supported housing schemes and domiciliary services across Blackpool.As a Team Leader, you will be at the forefront of our leadership team, ensuring the effective delivery and daily operational management of our...

  • Front Desk Associate

    6 days ago

    Blackpool, Blackpool, United Kingdom Daish's Holidays Full time

    Job Description:We are seeking a skilled and friendly Front Desk Associate to join our team at Daish's Hotels. As a Front Desk Associate, you will be the first point of contact for our guests, providing exceptional customer service and ensuring a warm welcome to our hotel.The ideal candidate will have excellent communication skills, a positive attitude, and...

  • Team Leader

    2 weeks ago

    blackpool, United Kingdom Creative Support Full time

    Job Description We are looking for an experienced Team Leader to join our dedicated team and help develop and coordinate our learning disabilities supported housing schemes and domiciliary services across Blackpool.As a Team Leader, you will be at the forefront of our leadership team, ensuring the effective delivery and daily operational management of our...

  • Team Leader

    5 days ago

    Blackpool, United Kingdom SUBWAY Full time

    We are looking for enthusiastic and driven Team Leaders to work at our SUBWAY restaurant in the Blackpool area. Team Leaders form the core of any successful team at Subway and are responsible for the daily running of a shift. Team Leaders work alongside the Store Manager to ensure that high levels of customer service & store cleanliness are met at all times...

  • Team Leader

    3 days ago

    Blackpool, United Kingdom Subway Full time

    **We have an exciting opportunity for a Team Leader to join our Subway franchise at our Talbot Road Store.** Subway is expanding in the UK. opening stores just around the corner from you, we are looking for people that are as passionate about customers and love food! As a **Team Leader **you will be the face of the Subway brand, with a winning smile,...

  • Service Co-ordinator

    3 days ago

    Blackpool, United Kingdom CV Bay Ltd Full time

    **Service Co-ordinator / Help desk** **£20,000pa - £26,000 - Full Time / 22+8 days holiday / Pension / 8-4.30pm** We are an established North West based facilities management company with over 100 engineers nationally. We specialise in the Electrical, Mechanical and Gas Industry. Our contracts include Schools, Banks, Hospitals, MOD, Government Buildings...

  • Front Desk and Night Operations Coordinator

    4 weeks ago

    Blackpool, Blackpool, United Kingdom Aimbridge Full time

    Job Overview: The Front Desk and Night Operations Coordinator plays a vital role in ensuring the hotel runs smoothly and efficiently during overnight hours. This position involves managing the front desk, monitoring security and safety protocols, responding to guest requests, and supervising staff.About the Team: Our team at Aimbridge Hospitality EMEA is...

  • Team Leader

    7 months ago

    Blackpool, United Kingdom Card Factory Full time

    Job Introduction **Location: Blackpool Waterloo Road** **Contracted Hours Available:18** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence,...

  • Team Leader

    2 days ago

    Blackpool, United Kingdom Duttonsarms Arms Full time

    Stonegate Group can offer you a career as a Team Leader in your local pub, bar or club. Benefits of working for Stonegate Group: Reward Card - 25% off Food & Drink Wagestream - Ability to withdraw part of your salary prior to payday Stonegate Xtra Rewards - Voluntary benefits from major high street retailers & travel David Lloyd - 25% off gym...

  • Team Leader

    7 months ago

    Blackpool, United Kingdom Blackpool Teaching Hospitals NHS Foundation Trust Full time

    An opportunity has arisen, for a 12 month fixed term post, for an enthusiastic Physiotherapist, Occupational Therapist or Nurse to be the Integrated Team Leader at the ARC Assessment and Rehab Centre in Blackpool. The ARC provides an Intermediate Care Service to support patients to optimise their independence and quality of life and is proud to enable...

  • Team Leader

    4 days ago

    Blackpool, United Kingdom Allerton Care and Support Ltd Full time

    **We** **are hiring for a Team Leader!** **Rates of pay and benefits**: **Job Type**: Full time, permanent **Salary**: £11.50 per hour - Competitive rates of pay, £11.50 per hour. - Paid training and opportunities to further develop your skills. - Employee Assistance Programme made available to all employees. - A professional, continuous personal...

  • Team Leader

    1 week ago

    Blackpool, United Kingdom Allerton Care and Support Ltd Full time

    **We** **are hiring for a Team Leader!** **Rates of pay and benefits**: **Job Type**: Full time, permanent **Salary**: £11.50 per hour - Competitive rates of pay, £11.50 per hour. - Paid training and opportunities to further develop your skills. - Employee Assistance Programme made available to all employees. - A professional, continuous personal...

  • Technical Help Desk Engineer

    3 weeks ago

    Blackpool, Blackpool, United Kingdom CV-Library Full time

    We are seeking a skilled IT Support Engineer to join our team at our Ormskirk office. As a key member of the service desk, you will provide technical assistance to external customers, ensuring their businesses can operate efficiently.To succeed in this role, you will need previous experience in a similar position, with strong knowledge of Windows Server...

  • Team Performance Leader

    6 months ago

    Blackpool, United Kingdom MAXIMUS Full time

    Introduction: **Be part of something great** Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability...

  • Team Performance Leader

    7 months ago

    Blackpool, United Kingdom Maximus Services, LLC Full time

    **Description & Requirements** **Be part of something great** Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services...

  • Team Leader

    3 days ago

    Blackpool, United Kingdom Allerton Care and Support Ltd Full time

    **We** **are hiring for a Team Leader!** **Rates of pay and benefits**: **Job Type**: Full time, permanent **Salary**: £11.50 per hour - Competitive rates of pay, £11.50 per hour. - Paid training and opportunities to further develop your skills. - Employee Assistance Programme made available to all employees. - A professional, continuous personal...

  • Structures Team Leader

    2 months ago

    Blackpool, United Kingdom CV-Library Full time

    Air Personnel are looking for a Structures Design Team Leader to join their client in Blackpool A core revenue stream for this client is the delivery of engineering services to support mechanical design solutions for the aviation, defence and space sectors. Their Turn-Key offering for mechanical structures involves combining design, analysis and...