IT Service Desk Team Leader
Posted on 3/21/2024
INACTIVE
Tandem Bank

51-200 employees

Green banking solutions for savings, lending, and finance
Company Overview
Tandem Bank stands out as a leader in the banking industry with its unique focus on promoting a greener future, offering specialized products like green mortgages and home improvement loans. The company's culture is deeply rooted in sustainability, using customer savings to finance eco-friendly home improvements, thereby directly contributing to environmental conservation. With its smart products and new technology, Tandem Bank not only simplifies financial management for its customers but also encourages them to make environmentally conscious decisions.
Fintech

Company Stage

Seed

Total Funding

$220.2M

Founded

2013

Headquarters

Blackpool, United Kingdom

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-5%

2 year growth

0%
Locations
Manchester, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Microsoft Azure
Communications
JIRA
CategoriesNew
IT & Security
IT Project Management
IT Support
Requirements
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 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.
Responsibilities
  • 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.