IT Service Desk Team Leader

Paragon Banking Group; Hampton in Arden; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading UK bank in Hampton in Arden seeks an experienced IT Service Desk Team Leader to manage service excellence and team performance. This role promotes a hybrid working model with a strong emphasis on employee wellbeing and development. Ideal candidates should have a customer-focused mindset and experience in automating IT service processes, striving to enhance service delivery.

Benefits

Generous Holiday Allowance

Share Save Scheme

Profit Related Pay

Pension Plan

Family Friendly policies

Employee Discounts

Volunteering Day

Life Assurance and Personal Accident Cover

Qualifications

• Proven ability to proactively identify and implement service improvements.
• Interest and experience in automation of IT service desk processes.
• Flexibility to deliver results within tight deadlines.

Responsibilities

• Champion service excellence and accountability within the team.
• Manage ticket and call queues effectively.
• Proactively seek and implement automation opportunities.

Skills

Service excellence

Automation

Customer satisfaction

Ability to work under pressure

Job description

About the Role

Let's grow together! A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you're an experienced IT Service Desk Team Leader looking for an opportunity to grow in a friendly environment, we're looking for you! We're flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let's grow together.

What you'll be doing

• Champion a culture of service excellence, accountability and continuous learning within the team.
• Manage ticket and call queues to ensure all work is carried out in a timely manner and with robust triage.
• Manage high priority incidents whilst putting security at the forefront.
• Managing employee goals and objectives, offering necessary support and development.
• Proactively seek and implement opportunities for automation and efficiency.

About You

• Proven ability to proactively identify and implement service improvements.
• Interest and experience in automation of IT service desk processes.
• A flexible approach is required, with the ability to deliver results within tight deadlines when necessary.
• Ability to work under pressure, take the initiative, and prioritise both their own and others' workloads.
• Customer‑centric approach prioritising customer satisfaction and service quality.

Even if you don't meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we're excited to hear from passionate individuals like you! If you're ready to contribute to the team, please apply. Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page. Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.

Working hours

Hybrid working with 3 fixed days a week in the office.

Inclusion

As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long‑term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

What can we offer you?

• Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year's Eve. You can also buy or sell up to a week's leave.
• Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate.
• Profit Related Pay: We share some of our annual profit with your eligible employees.
• Pension Plan: We contribute up to 10% of your annual salary towards your pension.
• Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment.
• Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more.
• Volunteering Day: Contribute to causes you care about with one volunteering day per year.
• Life Assurance and Personal Accident Cover.

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work‑life balance. We operate hybrid working, splitting our week between the office and home with 3 days per week in the Solihull office and occasional travel to other office locations if required.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That's why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we'll encourage you to learn and develop by building a personalised development plan together with your manager.