IT Service Lead

Redde Northgate plc; Peterlee; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading integrated mobility solutions provider is seeking an IT Service Lead to oversee their IT support team in Peterlee. This role involves driving team performance, ensuring exceptional user experiences, and managing service delivery. Candidates should have at least 2 years of IT Service Desk management experience and a strong ability to improve processes. The position offers competitive salary and valuable benefits, including annual leave, a pension plan, and professional development opportunities.

Benefits

Competitive salary

24 days annual leave

5% pension contributions

Life assurance

Colleague assistance program

Professional development courses

Qualifications

• Minimum of 2 years experience managing a dynamic IT Service Desk.
• Exceptional customer service skills with a focus on problem resolution.
• Proficiency in time management and setting priorities effectively.

Responsibilities

• Deliver impactful user experience by resolving issues at first contact.
• Lead and develop team members to enhance their skills.
• Ensure 24/7 service availability through effective shifts and metrics management.

Skills

Team leadership

Customer service

Time management

Process improvement

IT Service Desk operations

Job description

Location : Peterlee

Are you a proactive leader with a passion for delivering top-notch IT support? Do you thrive in dynamic environments and excel at bringing out the best in your team? We're looking for an IT Service Lead to drive the performance of our dedicated site based User Services team, ensuring every user has a seamless experience.

As our IT Service Lead, you’ll be the backbone of our IT support, overseeing daily operations and collaborating with leaders across our group sites. Your role will be instrumental in creating a high-performing team environment that consistently exceeds expectations, manages escalations smoothly, and enhances user satisfaction.

What You’ll Do :

• Deliver an expectational colleague experience, resolving user issues at first contact whenever possible
• Lead, coach, mentor and develop team members to elevate their skills and performance
• Plan and balance short-term tasks while ensuring alignment with broader goals
• Manage rotas, shifts, and performance metrics to guarantee 24 / 7 service availability
• Champion best practices and process improvements to streamline and elevate service delivery

J oin ZIGUP as a IT Site Lead and enjoy some outstanding benefits …

Of course, there’s a great basic salary, but that’s just the beginning, our most popular benefits include …

Salary - Competitive salary based on experience

Annual Leave - Start with 24 days, increasing to 26 days with service, plus the flexibility to buy or sell up to 5 extra days each year. Of course, you’ll have public holidays too and an extra day off to celebrate your birthday!

Pension - Employer contributions of 5%

Financial Benefits - Enjoy the security of free life assurance, a save-as-you-earn scheme, a colleague referral scheme (earning £1, per referral), and our Benefits App with discounts and cashback at top retailers like Tesco, Asda, Currys, B&Q, and Wickes

Wellbeing & Lifestyle Services - Access our colleague assistance programme with 24 / 7 GP service, mental health support and physiotherapy plus cycle to work, eyecare vouchers, Health Cash Plan, Dental Plan and Travel Insurance

Professional Development - We've partnered with Pluralsight to provide you with cutting-edge content created by industry experts. Gain Access to thousands of courses, skill tests, and learning paths to enhance your career

Motoring Benefits - Take advantage of exclusive Colleague vehicle-leasing schemes, discounted repairs, and reduced rates on weekend car and van hires

Stream - A free financial wellbeing app that gives you more control over your pay, helps you save, provides financial advice and offers even more discounts on your shopping

About You

• You have a minimum of 2 years proven experience of managing a high energy IT Service Desk, with the ability to inspire and guide a technical team
• You're driven to provide expectational service and can turn customer issues into positive experiences
• You have expectational time-management and prioritisation abilities to keep the team running smoothly, even during peak times
• You have experience in implementing new processes and driving continuous improvement
• You have knowledge of industry standards and best practices for IT Service Desk operations

About Us

ZIGUP is a leading integrated mobility solutions provider. We're trusted by many of the UKs leading insurance and leasing companies, fleet operators, OEMs and blue-chip corporates, delivering a wide array of solutions from vehicle rental and fleet management to accident management, vehicle repairs, service and maintenance.

Our Purpose? Keeping customers moving, smarter.

We are agile. We are experts. We are imaginative. We are reliable.

Keep your career moving, smarter.