Service Desk Team Leader

7 days ago

Cardiff, United Kingdom Aldermore Bank PLC Full time

Feel like being part of

A busy, fast paced IT service desk within a rapidly growing financial services business?

The role of Service Desk Team Leader is really important to us. You will be leading the team making sure they are motivated, meeting their agreed levels of service, acting as a point of escalation when required and carrying out day to day managerial duties such as work allocation, appraisals and personal reviews.

This role will be based in our Cardiff office however, you will be able to work a blend of both home and office each week. You’ll be made to feel part of your new team by your Line Manager, and colleagues through regular contact and virtual interaction.

What would your day look like?

Carry out all management responsibilities for the team to make sure they are functioning to the best of their ability and meeting their agreed service agreements whilst working to the ITIL framework best practises.

Acting as the point of escalation for difficulty to resolve quires when 3rd parties, other Aldermore group IT departments or internal stakeholders are required to collaborate to identify solutions.

Work with the wider IT Service Engagement teams to recognise improvements to the team’s service and delivery to meet the groups growing needs.

What do we expect of you?

Held team leader or senior roles within a busy IT service Desk environment that has required you to carried out managerial duties.

Worked in a service desk environment where the ITIL framework is used and have a solid understanding of the guidance and best practices that ITIL promotes.

Comfortable dealing with stakeholders from all levels of an organisation to clearly communication resolution time frames, fixes and manage stakeholders expectations

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