IT Support Service Desk- Senior Associate

Since our launch in 2015, we’ve lent over £10bn to ambitious entrepreneurs up and down the UK. That’s led to the creation of over 40,000 new jobs and over 29,000 new homes.

This is a fantastic opportunity to join a fast-paced, growing bank with a reputation for doing things differently. We don’t want another cog in the machine, we’re looking for self-starters and bold thinkers who want to pave their own career. In a nutshell this exciting and high-performing role, as an IT Support Service Desk Team Leader, you will be responsible for overseeing the daily operations of the IT support team based in India, ensuring that the service level agreements are met, and that customer satisfaction is high. You will also be involved in creating and updating knowledge base articles, setting the weekly schedule for the team, and leading daily service stand up calls to monitor the progress and resolve any issues. Are you ready to step up to the challenge?

Job Responsibilities:

• Manage the IT support team, including hiring, training and 1:1s.
• Ensure that the IT support tickets are handled efficiently and effectively, following the best practices and procedures.
• Create and maintain knowledge base articles, FAQs, and guides for the IT support services.
• Set the weekly rota for the IT support team, ensuring that the coverage is balanced across all locations.
• Lead daily service stand up calls with the IT support team, reviewing the status of the tickets, identifying any challenges, and providing feedback and guidance.
• Coordinate with other IT teams and stakeholders to ensure the alignment and collaboration of the IT support services.
• Monitor and report on the IT support metrics, such as ticket volume, resolution time, customer satisfaction, and service level agreements.
• Identify and implement opportunities for improvement and innovation in the IT support services.

Desired skillsets:

• At least 5-8 years of experience in IT support, preferably in a service desk environment.
• At least 1 year of experience in leading or supervising an IT support team.
• Excellent communication, interpersonal, and customer service skills.
• Strong technical skills and knowledge of IT systems, applications, and tools.
• Be hands on and assist the team in the resolution of tickets.
• Ability to work under pressure, priorities tasks, and solve problems.
• Excellent attention to detail
• ITIL certification or equivalent is a plus.
• Experience with using and managing ServiceNow.
• Flexible to work in rotational shifts (24X7) if required