Job Posting Title

IT Service Desk Team Lead

Salary Band

Grade: LC2

Job Description

About the Role

As the IT Service Desk Team Lead, you will be responsible for the day-to-day operational leadership of the Service Desk, ensuring that incidents and service requests are managed efficiently, consistently and with a strong focus on customer experience.

You will lead the Triage Analysts and Service Desk Analysts, overseeing ticket flow, prioritisation and resolution activity to ensure that service levels are met and users receive timely and effective support.

Working closely with the Service Desk Manager and practice leads across Incident, Problem and Change, you will ensure that Service Desk activities are aligned to operational standards and that the team operates in a structured, disciplined and customer focused way.

You will play a key role in improving first time fix, reducing ticket volumes and driving continuous improvement across the Service Desk.

About You

You'll bring significant experience from a Service Desk or IT support environment and will have operated at a senior analyst, second-line or team leadership level. You will have a strong understanding of incident, request and service desk management and be confident leading teams in a fast-paced operational environment.

With excellent organisational skills, you'll be comfortable managing workloads across a team, ensuring priorities are balanced and service levels are maintained. You'll be a natural problem solver who enjoys supporting others to resolve complex technical issues while maintaining a strong focus on delivering great customer outcomes.

You'll have experience using IT service management platforms such as ServiceNow, alongside a good understanding of ITIL-based service management practices. Strong communication and stakeholder management skills are essential, as you'll work closely with teams across IT to coordinate activity and drive service improvements.

We're particularly interested in someone who enjoys coaching and developing colleagues, embraces continuous improvement and thrives in a structured, process-driven environment. Experience within a regulated sector would be advantageous, and relevant certifications such as ITIL Foundation would be beneficial.

About Us
The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities.

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.

What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

Financial 

Corporate bonus scheme (on target 5%, up to a maximum 10%)
Pension scheme (up to 9% employer contribution)
Annual performance related pay reviews
Colleague mortgage scheme
Electric car salary sacrifice scheme
Life assurance (4x salary) and income protection
Access to our financial advisers
Access to a range of high street and online discounts

Work/Life Balance 

A 35 hour weekly contract
25 days’ annual leave + bank holidays (rises to 30 with length of service)
The option to buy and sell up to 5 days’ holiday
Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood

Health and Wellbeing 

Access to a health cash plan through a Medicash scheme
Access to an employee assistance programme
Free onsite gym at our Cobalt head office and access to discounted gyms
Two paid volunteering days’ each year
Cycle to work scheme

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at [email protected]

Company:

Newcastle Strategic Solutions Limited

About the company

Newcastle Building Society provides savings, mortgage lending, and other everyday financial services through a mutual structure that prioritizes its members. Its products include savings accounts, home loans, and standard banking services, offered through its head office in North Tyneside and local high-street branches across the region. Because it operates as a mutual, customers are also members and part-owners, so profits stay with members and decisions reflect their needs and the community rather than outside shareholders. The company focuses on friendly, knowledgeable service and local care, aiming to support members’ financial well-being while strengthening the communities it serves.

Company Size

501-1,000

Company Stage

N/A

Total Funding

N/A

Headquarters

Guildford, United Kingdom

Founded

1863

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Simplify's Take

What believers are saying

Half-year 2026 profit before tax rose to £15.1m, with assets reaching £7.4bn.
July 2026 Guisborough branch opened, capturing demand after Yorkshire Building Society exited.
Members earned £10.5m extra savings interest and £790,000 mortgage savings in 2026.

What critics are saying

2025 strategic investment lifted costs; 2026 profits still depend on margin and fair-value gains.
The Gibraltar branch closed in 2025, cutting eight jobs and signaling network retrenchment.
Challenger banks and digital lenders compress branch traffic; sustained decline would hollow the franchise.

What makes Newcastle Building Society unique

Mutual ownership keeps Newcastle Building Society member-first, not shareholder-first, discipline.
Its branches and advice model preserved 97% satisfaction and +85 NPS in 2026.
Manchester Building Society gives Newcastle a second brand for North West expansion.

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Benefits

Health Insurance
Life Insurance
Disability Insurance
Employee Discounts
Paid Vacation
Flexible Work Hours
Hybrid Work Options
Parental Leave
Gym Membership
Commuter Benefits

Company News

The Westmorland Gazette

Sep 8th, 2026

'It's about the size of the impact'

'It's about the size of the impact' In association with CUMBERLAND BUILDING SOCIETY Stuart Miller, Chief Executive Officer at Cumberland Building Society (Image: Jonathan Becker) New chief executive Stuart Miller wants The Cumberland to build on its strong community roots, fill gaps left by departing high street banks and extend its impact across Cumbria. The new chief executive of The Cumberland Building Society has said he wants to build on the organisation's strong community presence while expanding its impact across the region. Stuart Miller, who joined The Cumberland after seven years as chief commercial officer and board member at Newcastle Building Society, has spent almost four decades working in financial services. He began his career at the age of 16, joining NatWest, in Stockton-on-Tees in 1987. "I've worked my way through the ranks and I think the fact that I started in very junior roles really has shaped me," he says. "I'd like to think I've still got a good handle on what it's like for the vast majority of our colleagues working for The Cumberland." He believes those early experiences also helped him understand the needs of customers, something which remains central to his leadership philosophy. "I think that's kept me extremely grounded," he says. "It's about making sure we look after our customers and we look after our people who are serving our customers." Stuart says becoming chief executive of The Cumberland represented a significant career opportunity. However, the approach of the building society itself was an equally important part of his decision to make the move. "It's always felt like it was going to be a very good fit for me and for the organisation," he said. Stuart says he wants The Cumberland to remain deeply embedded in the communities it serves, while finding opportunities to increase its physical presence. "I do think it's a credit to the organisation that when most of the banks are disappearing from our high streets, we make that long term commitment," he says. "I would like to say in five years' time that we fixed some of the gaps that have been left by the high street banks." He also wants the organisation to increase its wider impact, including through initiatives such as financial education. "I would like to think that the service that our customers are receiving is still just as warm and friendly and welcoming as it is today," he says. Ultimately, his ambition is not just to make The Cumberland bigger, but to increase the difference it makes to the communities around it. "It's not really about the size of the business. It's about the size of the impact that we can have in communities right across Cumbria." In association with CUMBERLAND BUILDING SOCIETY More Stories

Mortgage118

Aug 22nd, 2026

Mortgage market update: major lenders reprice rates.

Mortgage market update: major lenders reprice rates. Major lenders are adjusting mortgage rates, with significant cuts affecting borrowers across the UK market this week. By David Sampson 22 August 2026 * - The Moneyfacts Average New Two-Year Fixed Mortgage Rate has decreased slightly. * - borrowers can benefit from reduced rates from major lenders such as HSBC and Leeds Building Society. The UK mortgage market is experiencing significant adjustments as lenders have made changes to their rates this week. Notably, major lenders are leading the way with both rate cuts and some increases, impacting borrowers across various segments. What changes have major lenders made in the mortgage market? This week, several lenders implemented net rate cuts while one lender raised rates, and another made a mix of changes. The Moneyfacts Average New Two-Year Fixed Mortgage Rate fell, and the average new five-year fixed rate decreased as well. Key players in this repricing include: * HSBC, which cut selected fixed rates. * Leeds Building Society, reducing rates. * Nationwide Building Society, Nottingham Building Society, and Santander, each cutting rates. * Virgin Money, which reduced selected rates. * Skipton Building Society, with reductions on selected fixed rates. Who will be affected by these changes in the mortgage market? These adjustments primarily affect borrowers looking for fixed-rate mortgages, particularly first-time buyers and those remortgaging. The reductions from major lenders provide an opportunity for borrowers to secure lower monthly payments. Additionally, lenders like Gen H and Newcastle Building Society have introduced new products aimed at high LTV borrowers, which could benefit those purchasing new builds or looking for affordable options. What this means for borrowers in the mortgage market. For borrowers, the recent rate cuts signify a potential easing in borrowing costs, especially for those considering fixed-rate mortgages. With HSBC and others lowering rates, it may be an opportune moment to lock in a mortgage deal. However, some lenders have increased variable rates, which could impact those on tracker mortgages or discounted variable rates. Borrowers should carefully assess their options and consider whether to act now or wait for further changes. What should investors watch next in the mortgage market? Investors in the property market should keep a close eye on the ongoing shifts in the mortgage market. The introduction of new products and rate adjustments by lenders may influence property demand and pricing. Additionally, the competition among lenders could lead to more attractive deals in the near future, making it essential for investors to stay informed about the latest developments and market trends. For those looking to compare options, checking mortgage rate comparison can be beneficial. Frequently asked questions. What should I do if I have a variable rate mortgage? If you have a variable rate mortgage, monitor your lender's rate changes closely. With some lenders increasing their rates, it may be wise to consider switching to a fixed-rate mortgage if you anticipate further increases. Are there any new mortgage products available? Yes, several lenders have launched new mortgage products this week, including dedicated new-build deals and competitive fixed-rate options. It's advisable to compare these offerings to find the best fit for your financial situation. About David Sampson. David Sampson writes about the UK mortgage market for Mortgage118, covering specialist lending, market trends, and practical advice for borrowers. All content is reviewed for accuracy against FCA guidelines and current market data.

Mortgage Strategy

Aug 21st, 2026

Major lenders lead repricing this week: Moneyfacts.

Major lenders lead repricing this week: Moneyfacts. Mortgage rates edged a little bit lower this week as several lenders made a series of selective rate cuts targeting certain borrowers. A total of 19 lenders made changes this week, with 11 making net rate cuts, one made net rate increases and another lender made a mix of changes. A handful of lenders also made range, fee or end-date changes. As a result, the Moneyfacts Average New Two-Year Fixed Mortgage Rate fell marginally from 5.61% to 5.60%, while the average new five-year fixed rate edged down from 5.64% to 5.63%. As Adam French, head of consumer finance at Moneyfacts points out: "The latest repricing was led by several major lenders. HSBC cut selected fixed rates by up to 20 basis points, while Leeds Building Society reduced selected rates by up to 18bps. Nationwide Building Society, Nottingham Building Society and Santander all cut selected fixed rates by up to 15bps, while Virgin Money reduced selected rates by up to 10bps." A few lenders also improved pricing for higher loan-to-value borrowers. Gen H reduced its fixed rates at 90% and 95% LTV by 15bps, while Newcastle Building Society launched a new five-year New Build Affordability Boost at 5.90% up to 95% LTV, with no fee and a free valuation. However, as French explains, the downward trend was not universal. Skipton Building Society reduced selected fixed rates by up to 22bps but increased some LTI Booster rates by up to 7bps and raised its two-year LTI Booster tracker by 10bps. Vernon Building Society also increased selected discounted variable rates by up to 43bps. "Product innovation is still a running theme despite, or possibly due to, the volatility this year has brought. HSBC significantly increased its maximum advances for high-value mortgages, while also launching new high-value fixed rates from 5.01% and two-year trackers from 4.65%." French added: "Perenna replaced its existing range with new five- and 10-year fixed products, including dedicated new-build deals, while Kensington launched new two- and five-year fixes from 5.37% and 5.51% respectively. Foundation also refreshed some of its ranges, with rates starting from 5.99% for two years and 6.34% for five years." "For borrowers looking for a new mortgage, the latest reductions will be welcome news, particularly at selected LTV bands. However, volatility in the US bond market has pushed up the cost of borrowing for governments across the globe, including the UK, as inflation concerns, the Iran conflict and government debt all weigh on markets. H concluded: "As a result, the costs that underpin mortgage pricing have risen again following a brief period of stability. It remains to be seen how it will all play out, but the bad news for borrowers is that it is likely to put some upward pressure on fixed mortgage rates in the coming weeks." Notable rate changes this week AIB (NI) - Fixed rates reduced by up to 6bps. Bank of Ireland Intermediaries - Fixed rates reduced by up to 10bps. Bank of Ireland UK - Selected fixed rates reduced by up to 10bps. Gen H - Fixed rates at 90% and 95% LTV reduced by 15bps. HSBC - Selected fixed rates reduced by up to 20bps. Leeds Building Society - Selected fixed rates reduced by up to 18bps. Nationwide Building Society - Selected fixed rates reduced by up to 15bps. Nottingham Building Society - Core and Life Happens fixed rates reduced by up to 15bps. Santander - Selected fixed rates reduced by up to 15bps. Skipton Building Society - Selected fixed rates reduced by up to 22bps, although some LTI Booster rates increased by up to 7bps; two-year LTI Booster tracker increased by 10bps. Virgin Money - Selected fixed rates reduced by up to 10bps. West Brom Building Society - Selected fixed rates reduced by up to 12bps. Vernon Building Society - Selected discounted variable rates increased by up to 43bps.

Firefly New Media UK

Aug 8th, 2026

Lucy Winskell OBE joins Newcastle Building Society Board.

Lucy Winskell OBE joins Newcastle Building Society Board. August 8, 2026 Newcastle Building Society has appointed Lucy Winskell OBE as a non-executive director to its Board, strengthening the Society's governance and strategic leadership as it continues its work to connect communities with a better financial future. A highly respected business leader, lawyer and public servant, Lucy brings extensive experience spanning higher education, economic development, professional regulation and membership organisations, alongside more than 27 years of board-level and non-executive leadership experience. Lucy brings a wealth of leadership, governance and strategic development experience to the Newcastle Building Society Board. With an exceptional track record spanning higher education, financial governance, professional regulation and regional economic development, she offers deep insight into the needs of communities, organisations and stakeholders across the North East and beyond. Until 2022, Lucy was Pro Vice-Chancellor (Employability and Partnerships) at Northumbria University, where she spent 12 years leading relationships with local government and public bodies and shaping the University's contribution to regional economic, cultural and social development. She also oversaw the significant growth of Northumbria's London campus and the establishment of its Amsterdam campus. In 2022, she was appointed Lord-Lieutenant of Tyne and Wear, representing His Majesty The King across the county. Prior to her university career, Lucy spent 28 years as a litigation lawyer and developed extensive expertise in governance, regulation and membership organisations through a range of senior leadership roles. Alongside more than 27 years of non-executive and chair experience, including appointments with the North East Local Enterprise Partnership, North East Chamber of Commerce and North East Access to Finance, she currently serves as a non-executive commissioner at the Port of Blyth and Vice President of Community Foundation North East. Lucy was awarded an OBE in 2014 for services to higher education and the regional economy. Lucy Winskell OBE said: "I am absolutely delighted to play a part in an organisation that is so focused on supporting the people and communities it serves. Having lived in the North East all my life, I have seen at first hand the enormous contribution the Newcastle Building Society has made, and continues to make, across its region and the wider North of England. "The Society's strong mutual values, commitment to its members and ambition to create positive social and economic impact make this an exciting time to join the Board. I look forward to supporting the Society as it continues to grow and deliver value for its members and communities." James Ramsbotham CBE DL, Chair of the Board at Newcastle Building Society, said: "Lucy brings a remarkable breadth of leadership experience, an outstanding track record in governance and a deep understanding of the communities Newcastle Magazine serve. Her contributions to the region's economic, educational and civic development over many years have been significant, and her values align strongly with those of the Society. "Her appointment further strengthens our Board and will help inform the Society's future growth and success. Lucy's insight, strategic perspective, and passion for the region will be invaluable as we continue delivering our purpose of connecting our communities with a better financial future." Get Newcastle Magazine direct to your inbox. * indicates required

Ae3 Media Ltd

Aug 5th, 2026

MHBS appoints Nicholls as deputy CFO.

MHBS appoints Nicholls as deputy CFO. August 5, 2026 Market Harborough Building Society (MHBS) has appointed Brad Nicholls as deputy CFO. Nicholls joins from Newcastle Building Society, where Mortgage Solutions worked as director of strategic finance. Prior to this, he held senior roles at Nottingham Building Society, Arrow Global and The Co-operative Bank. The mutual said Nicholls' appointment comes amid its expansion of its specialist lending capabilities, customer and broker propositions, and diversification into new markets. Nicholls (pictured) said: "I'm delighted to be joining Market Harborough Building Society at such an exciting point in its journey. Having previously had the opportunity to work alongside many colleagues across the organisation, I've seen first-hand the ambition, culture and commitment that make the society such a special place to be. I look forward to helping maintain this momentum and creating lasting impact." Iain Kirkpatrick, CEO of MHBS, said: "Brad's appointment is a significant addition to our leadership team. He brings a wealth of experience, together with a strong track record of driving business performance and strategic development within mutual and banking organisations. Brad's expertise will be invaluable as we invest in new opportunities and deliver on our long-term strategy as a purpose-led mutual. We're delighted to welcome him to the society."

Newcastle Building Society