IT Service Desk Lead - Drive Support Excellence

Newcastle; New York; Remote; GBP 34,000 - 44,000; Full time

Benefits offered by this job

Bonus scheme

Pension scheme

Annual leave (25 days + bank holidays)

Cycle to work scheme

Life assurance (4x salary)

Job summary

Newcastle Building Society is seeking an IT Service Desk Team Lead to oversee daily operations of the Service Desk, guiding triage and service desk analysts to ensure timely incident resolution and strong customer experience. The role requires extensive experience in IT service management, leadership of technical teams, and proficiency with ServiceNow and ITIL practices.

The salary band reflects LC2 level and is complemented by a robust benefits package and a focus on continuous service

Qualifications

• Significant experience from a Service Desk or IT support environment at a senior analyst, second-line or team leadership level.
• Strong understanding of incident, request and service desk management with ability to lead teams in a fast-paced environment.
• Experience using IT service management platforms such as ServiceNow and solid knowledge of ITIL-based practices.

Responsibilities

• Lead the Triage Analysts and Service Desk Analysts, overseeing ticket flow, prioritisation and resolution to meet SLAs.
• Collaborate with the Service Desk Manager and practice leads to align activities with operating standards and a customer-focused approach.
• Drive continuous improvement to reduce tickets, improve first-time fix and enhance customer outcomes.

Skills

Service Desk Leadership

Incident & Request Mgmt

First Time Fix

Stakeholder Management

Coaching & Development

ITIL Foundations

Education

ITIL Foundation

Tools

ServiceNow

ITIL

Job description

Newcastle Building Society is seeking an IT Service Desk Team Lead to oversee daily operations of the Service Desk, guiding triage and service desk analysts to ensure timely incident resolution and strong customer experience. The role requires extensive experience in IT service management, leadership of technical teams, and proficiency with ServiceNow and ITIL practices.

The salary band reflects LC2 level and is complemented by a robust benefits package and a focus on continuous service