IT Service Desk Team Leader

Paragon Bank; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A prominent UK bank in Solihull is seeking an experienced IT Service Desk Team Leader to champion service excellence and support team development. In this role, you will manage incidents, drive automation, and ensure customer satisfaction. The ideal candidate will have a strong background in service improvements and a flexible approach to meet tight deadlines. Join us for a rewarding career with generous holiday allowances and a commitment to employee wellbeing.

Benefits

Generous holiday allowance

Share Save Scheme

Profit related pay

Pension plan

Family friendly policies

Employee discounts

Volunteering day

Life assurance

Qualifications

• Proven ability to proactively identify and implement service improvements.
• Interest and experience in the automation of IT service desk processes.
• Flexible approach with the ability to deliver results under tight deadlines.
• Ability to work under pressure and prioritize workloads.
• Customer-centric approach prioritizing satisfaction and service quality.

Responsibilities

• Champion a culture of service excellence and continuous learning.
• Manage ticket and call queues for timely work completion.
• Handle high priority incidents prioritizing security.
• Support employee goals and development.
• Implement opportunities for automation and efficiency.

Skills

Service improvements

Automation experience

Flexibility

Pressure handling

Customer satisfaction focus

Job description

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

What you’ll bring to the team

• 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
• The ability of working under pressure, taking the initiative, and prioritising 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.

About Us

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 our 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.