IT Service Desk Team Leader

  • Metro Bank
  • Wimbledon Bridge, London SW19 7NW, UK
  • Jul 31, 2019
Full time

Job Description

Are you passionate about providing unparalleled IT support? Can you solve challenging problems and drive forward technical recommendations? Do you love helping colleagues so that they are able to create fans? If yes, then we may have the role for you!

Our IT Service Desk team are highly visible across the Bank and play a vital role in providing amazing technical support to our colleagues. As an IT Service Desk Team Leader, you will work closely with various technical teams in order to resolve incidents and service requests. You will be accountable for co-ordinating and prioritising assigned work as well as making recommendations on how we can continually improve our processes. You will be leading a first line technical team to champion customer support and resolve day-day technical issues so that we can continue to revolutionise the industry.

So what would you be doing?...

• Assisting in the delivery and building of a fully capable IT service desk
• Acting as the primary point of contact for colleagues for first line technical issues and incident management
• Logging all incidents and requests within the ticketing system 
• Planning and organising the shift rota in order to meet operational requirements
• Making improvements based on statistic and quality control results
• Coaching and developing a team of service desk analysts and giving regular performance feedback

You need to be this kind of person…

• Passionate about providing unparalleled levels of service and convenience for customers
• Prepared to stick at something - we get nervous if someone has jumped from job to job
• Able to work and learn quickly in a fast paced, fun and dynamic environment

We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...

• In order to exceed in this role you need to have a background in technical support and troubleshooting
• It’s also really important that you have experience using Active Directory, Microsoft Office products and Exchange / Office 365 
• A basic understanding of LAN and WAN principles is key  
• Naturally, you will have excellent customer support and communication skills
• If you have experience with helpdesk incident and problem management tools (preferably SCSM) that would be fantastic


Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box.  We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked.  So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Good luck!