Service Desk Lead - Hybrid IT Support & Team Growth

Yorkshire Building Society; Bradford; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

On-target bonus up to 15%

Pension contributions up to 11%

Private medical insurance

Employee discounts via My Benefits

Job summary

Yorkshire Building Society is seeking a Colleague Service Desk Lead in Bradford to coordinate the Colleague Service Desk, supporting IT customer service via phone, live chat and self-service queues. The role requires onsite support for office colleagues and hybrid working with flexibility to support Leeds offices as needed.

You will lead, coach and develop the team to resolve incidents within SLA, manage escalations, and drive continual service improvements.

Qualifications

• Strong understanding of Service Management processes (ITIL preferred).
• Proven experience leading a service desk or IT support team.
• Experience delivering service improvements and handling escalations.

Responsibilities

• Lead, coach and develop the Colleague Service Desk team to deliver high-quality customer service.
• Motivate team members, set objectives, monitor performance and support recruitment.
• Develop and implement CSIP strategies to improve service delivery.
• Manage 3rd party relationships that support service delivery.
• Define metrics and ensure high-quality reporting within SLAs.
• Support user security, incident and request management within SLAs.
• Help manage Major Incidents from logging to resolution.
• Handle customer escalations and complaints effectively.
• Analyze data on satisfaction and inquiries to drive improvements.
• Stay professionally updated and recommend policy/process changes.
• Oversee transition of new services into support and align with standards.

Skills

Service Management

Team leadership

Customer service

ITIL knowledge

Tools

Microsoft Teams Rooms

Job description

Yorkshire Building Society is seeking a Colleague Service Desk Lead in Bradford to coordinate the Colleague Service Desk, supporting IT customer service via phone, live chat and self-service queues. The role requires onsite support for office colleagues and hybrid working with flexibility to support Leeds offices as needed.

You will lead, coach and develop the team to resolve incidents within SLA, manage escalations, and drive continual service improvements.