Colleague Service Desk Lead — Elevate IT Support

Yorkshire Building Society Group; Bradford; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Holiday 25 days + Bank Holidays (+ up

On-target bonus 7% (up to 15%)

Pension up to 11%

Private medical insurance

My Benefits portal

Job summary

Yorkshire Building Society is seeking a Colleague Service Desk Lead to coordinate a hybrid team delivering high-quality IT service to colleagues across Bradford (with Leeds support as needed). The role focuses on incident and request handling, SLA adherence, and major incident management.

You’ll develop the team, drive service improvements, manage 3rd party relationships, and report on customer satisfaction while coaching staff and ensuring security and compliance.

Qualifications

• Excellent understanding of Service Management processes.
• Familiarity in working within a technology driven environment.
• Experience in delivering service improvements to improve customer service ITIL, v3 or 4 certifications would be beneficial.
• External customer facing experience.
• IT Security or Cyber Security would be beneficial.
• Coaching, mentoring and leadership.

Responsibilities

• Lead, manage and mentor the Colleague Service Desk team to deliver excellent service to customers.
• Motivate and appraise team members, including objective setting and performance monitoring.
• Develop and implement strategies and processes to maintain high quality service delivery (CSIP).
• Support 3rd party relationships that support service delivery for YBS.
• Define metrics and KPIs and ensure reporting meets deadlines.
• Support user security, incident and request management within SLAs.

Skills

Service Management

Leadership

Coaching

Mentoring

IT Security

Customer facing

Service improvements

ITIL knowledge

Education

ITIL v3/v4 certification

Tools

Microsoft Teams Rooms

Job description

Yorkshire Building Society is seeking a Colleague Service Desk Lead to coordinate a hybrid team delivering high-quality IT service to colleagues across Bradford (with Leeds support as needed). The role focuses on incident and request handling, SLA adherence, and major incident management.

You’ll develop the team, drive service improvements, manage 3rd party relationships, and report on customer satisfaction while coaching staff and ensuring security and compliance.