Service Desk Team Lead

LMAX Group; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Greater London is seeking a Service Desk Team Leader. This role entails providing hands-on technical support and nurturing team leadership within the Technology Service Desk. The ideal candidate will have a strong technical background and excellent customer service skills, with a minimum of 2 years in a similar role. This position offers competitive benefits and an opportunity to contribute to continuous improvement efforts.

Benefits

25 days of holiday

Bonus

Pension contribution

Private medical, dental, and vision coverage

Life assurance

Critical illness cover

Wellness contribution program

Five volunteering days

Learning and development programs

Electric Vehicle Scheme

Cycle to Work Scheme

Season Ticket Loan

Qualifications

• Minimum 2 years’ experience in a similar role, supporting corporate business.
• Proven experience of driving continuous improvement within a team.
• Excellent verbal and written communication skills.

Responsibilities

• Provide 1st and 2nd line technical support for IT applications.
• Drive improvements to user-facing services.
• Lead and nurture the service desk team.

Skills

Customer service

Technical support

Task management

Interpersonal skills

Process driven

Knowledge of Office 365

Understanding of TCP/IP networking

Knowledge of computer hardware

Job description

About the Role

The Service Desk Team Leader role is placed within the Technology Service Desk team with the primary objectives to provide 1st and 2nd line technical support for all departmental IT applications, business services and end‑user computing, and to drive improvements to the user facing services we offer. As the Service Desk team is the first point of contact for all Technology related queries, it is imperative that the support provided by the role holder, and general customer service are excellent. In addition to excellent customer service and communication skills, solid, extensive all‑round technical knowledge will be key to succeed in this role.

This role will be hands‑on whilst also providing nurturing leadership to the rest of the service desk team. The role will create a culture of continuous improvement and automation, driving service improvements to the LMAX Group.

In return, and for the right candidate, LMAX offers an exciting opportunity to join a forward‑thinking, inclusive, entrepreneurial financial services company, supporting and facilitating individual career goals with a focus on corporate social responsibility and employee engagement.

Essential Skills / Experience

• Minimum 2 years’ experience in similar role, supporting corporate business, accustomed to corporate environments
• Proven experience of driving continuous improvement within a team
• Onboarding/offboarding experience (joiners, movers, leavers)
• Asset management
• Good interpersonal skills (previous experience in retail or customer services advantageous)
• Positive can‑do attitude, focussing on customer satisfaction, willing to go the extra mile
• Process and procedure driven
• Excellent verbal and written skills
• Strong task management, superbly organised and able to prioritise quickly and under pressure, adhering to SLAs and KPIs
• Passionate about technology
• Knowledge of computer hardware and troubleshooting hardware‑related incidents
• Experience building laptops/desktops
• Knowledge of Operating systems and related software packages
• Solid knowledge of Office 365, Azure AD, Windows
• Understanding of print servers and printers
• Experience supporting mobile devices and MDM applications
• Understanding of TCP/IP networking

Desirable Skills / Experience

• Experience of working in financial services / regulated entity
• Supporting Linux workstations / laptops

Benefits

• 25 days of holiday
• Bonus
• Pension contribution
• Private medical, dental, and vision coverage
• Life assurance
• Critical illness cover
• Wellness contribution program with access to ClassPass
• Plumm Platform
• Five volunteering days
• Give as You Earn initiative
• Learning and development programs
• Electric Vehicle Scheme
• Cycle to Work Scheme
• Season Ticket Loan