IT Service Desk Team Lead

Furness Building Society; Barrow-in-Furness; On-site; GBP 60,000 - 80,000; Full time

Job summary

A financial services organization is seeking a confident individual to lead their IT Service Desk team in Barrow-in-Furness. The role involves delivering outstanding technical support, managing workload, and ensuring compliance with service level agreements. Successful candidates will have prior IT customer service experience, a strong understanding of Microsoft products, and networking concepts. The organization offers a comprehensive benefits package, including generous holidays and a competitive pension plan.

Benefits

25 days holidays plus Bank Holidays

Competitive pension up to 10% contribution

Comprehensive benefits package

Qualifications

• Experience in an IT customer service environment is essential.
• Understanding of hardware and software troubleshooting.
• Knowledge of IT security principles is beneficial.

Responsibilities

• Lead and manage the IT Service Desk team.
• Ensure timely resolution of support requests.
• Produce technical documentation for support processes.

Skills

IT customer service experience

Microsoft Windows and Office proficiency

Networking concepts

Attention to detail

Problem-solving skills

Job description

An exciting opportunity has arisen for a confident and experienced individual to lead our IT Service Desk team.

We are driven by our values, putting the community first in everything we do. We expect our colleagues’ values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants.

In this role you will:

• Lead the Service Desk team to deliver a first-class support service.
• Manage team workload, prioritising support requests and achieving SLA targets.
• Plan and manage deskside support across Head Office and the branch network.
• Act as a first point of contact for colleagues requiring technical assistance.
• Troubleshoot, diagnose and resolve hardware and software issues.
• Provide excellent customer service, resolving issues professionally and efficiently.
• Redirect unresolved issues to next-level support where appropriate.
• Manage support tickets, driving problems to resolution and ensuring follow-up.
• Produce technical documentation covering installations, configuration and troubleshooting.
• Provide MI to track performance and support compliance requirements.

What you will bring:

• Previous experience in an IT customer service environment.
• Strong understanding of Microsoft Windows, Outlook and Office.
• Good knowledge of desktops, laptops, printers and peripherals.
• Understanding of networking concepts (patching, switches).
• Awareness of IT security principles (AV, firewalls, patching).
• Strong accuracy, attention to detail and a solutions-focused approach.

What you can expect from us:

• Minimum 25 days holidays, plus Bank Holidays, Birthday Holiday, Celebration Day, Moving House Day.
• Competitive pension with up to 10% employer contribution.
• A comprehensive benefit package.