IT Service Desk Lead — Coaching & Process Excellence

Newcastle Building Society; Newcastle upon Tyne; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Corporate bonus scheme

Pension scheme

Annual pay reviews

Electric car salary sacrifice scheme

Life assurance (4x salary) and income

Job summary

Newcastle Building Society is seeking an IT Service Desk Team Lead to oversee day-to-day operations of the Service Desk, ensuring efficient incident and service request handling with a strong customer focus.

You will lead Triage Analysts and Service Desk Analysts, drive ticket flow, prioritisation, and timely resolutions, and work with Incident, Problem and Change teams to uphold standards and continuous improvement.

Qualifications

• Senior analyst, second-line or team leadership experience in a Service Desk/IT support environment.
• ,
• Strong understanding of incident, request and service desk management.

Responsibilities

• Provide day-to-day operational leadership of the Service Desk and manage incident and service request flow.
• Lead Triage Analysts and Service Desk Analysts to meet SLAs and drive timely resolutions.
• Collaborate with Incident, Problem and Change teams to align with standards and process-driven improvement.
• Focus on improving first time fix and reducing ticket volumes.

Skills

Leadership

Stakeholder management

Communication

Problem solving

Organisational skills

Customer focus

Education

ITIL Foundation

Tools

ServiceNow

Job description

Newcastle Building Society is seeking an IT Service Desk Team Lead to oversee day-to-day operations of the Service Desk, ensuring efficient incident and service request handling with a strong customer focus.

You will lead Triage Analysts and Service Desk Analysts, drive ticket flow, prioritisation, and timely resolutions, and work with Incident, Problem and Change teams to uphold standards and continuous improvement.