IT Service Desk Team Lead

Newcastle Strategic Solutions Limited; Newcastle upon Tyne; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Bonus scheme

Pension scheme

Annual leave 25 days

Job summary

Newcastle Strategic Solutions Limited is seeking an experienced IT Service Desk Team Lead in the United Kingdom. You will oversee the day-to-day operations of the Service Desk, guiding Triage Analysts and Service Desk Analysts, ensuring incidents and requests are prioritized and resolved efficiently while focusing on customer experience.

The role involves collaborating with the Service Desk Manager and practice leads across Incident, Problem and Change to align activities with standards.

Qualifications

• You have significant Service Desk/IT support experience at senior analyst or team lead level.
• You understand incident, request and service desk management and lead teams in a fast-paced environment.
• You communicate well with stakeholders and drive service improvements.
• You know ITIL-based service management practices and relevant certifications are advantageous.

Responsibilities

• Lead the IT Service Desk team to manage incidents and requests and ensure timely resolution.
• Coordinate activity across IT and practice leads to meet service levels and customer outcomes.
• Drive first-time fix improvements and coach colleagues in a structured, process-driven environment.

Skills

Team leadership

Incident management

Stakeholder management

Coaching

Problem solving

Organisational skills

Education

ITIL Foundation

Tools

ServiceNow

Job description

Job Posting Title IT Service Desk Team Lead Salary Band Grade: LC2 Job Description

About the Role

As the IT Service Desk Team Lead, you will be responsible for the day-to-day operational leadership of the Service Desk, ensuring that incidents and service requests are managed efficiently, consistently and with a strong focus on customer experience. You will lead the Triage Analysts and Service Desk Analysts, overseeing ticket flow, prioritisation and resolution activity to ensure that service levels are met and users receive timely and effective support. Working closely with the Service Desk Manager and practice leads across Incident, Problem and Change, you will ensure that Service Desk activities are aligned to operational standards and that the team operates in a structured, disciplined and customer focused way. You will play a key role in improving first time fix, reducing ticket volumes and driving continuous improvement across the Service Desk.

About You

You’ll bring significant experience from a Service Desk or IT support environment and will have operated at a senior analyst, second-line or team leadership level. You will have a strong understanding of incident, request and service desk management and be confident leading teams in a fast-paced operational environment. With excellent organisational skills, you’ll be comfortable managing workloads across a team, ensuring priorities are balanced and service levels are maintained. You’ll be a natural problem solver who enjoys supporting others to resolve complex technical issues while maintaining a strong focus on delivering great customer outcomes. You’ll have experience using IT service management platforms such as ServiceNow, alongside a good understanding of ITIL-based service management practices. Strong communication and stakeholder management skills are essential, as you’ll work closely with teams across IT to coordinate activity and drive service improvements. We’re particularly interested in someone who enjoys coaching and developing colleagues, embraces continuous improvement and thrives in a structured, process-driven environment. Experience within a regulated sector would be advantageous, and relevant certifications such as ITIL Foundation would be beneficial.

About Us

The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities. As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.

What do you get in return?

As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes: Financial Corporate bonus scheme (on target 5%, up to a maximum 10%) Pension scheme (up to 9% employer contribution) Annual performance related pay reviews Colleague mortgage scheme Electric car salary sacrifice scheme Life assurance (4x salary) and income protection Access to our financial advisers Access to a range of high street and online discounts Work/Life Balance A 35 hour weekly contract 25 days’ annual leave + bank holidays (rises to 30 with length of service) The option to buy and sell up to 5 days’ holiday Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood Health and Wellbeing Access to a health cash plan through a Medicash scheme Access to an employee assistance programme Free onsite gym at our Cobalt head office and access to discounted gyms Two paid volunteering days’ each year Cycle to work scheme Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible

Company: Newcastle Strategic Solutions Limited

People are the focus of absolutely everything we do. We believe in people, we care deeply about their hopes, their dreams and their wellbeing. And that applies equally to our customers, our communities and our colleagues – which means you, if you choose to work here. it’s important to us that you know if you join us we will welcome you, respect you, encourage you and help you to achieve your goals.