IT Service Desk Team Leader

6 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

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