Service Desk Team Leader – 10368SR

Website Proactive IT


£45k – 55k per year + bonus + benefits

Service Desk Team Leader

We are working in partnership with a new customer of ours.  They are a fantastic organisation, steeped in history in the financial services sector.


We are looking for a Service Desk Manager to lead a team of circa 4 individuals providing a blend of Level 1 and Level 2 support within the organisation.

This role will have responsibility for the running of the Service Desk function, which will include all Ticket and Incident Management responsibility on a day-to-day basis.

Key responsibilities

This role will have accountability for the day-to-day management of the Service Desk.

The job holder provides effective coordination of Support for all IT Teams to the Business functions and is responsible for the Services detailed below:

  • Through the Service Desk ensure all Incidents and business Service Requests are resolved within our SLA’s.
    • Ticket Management – the correct logging and closing of tickets with the appropriate quality of information within
    • First contact resolution – driving incident resolution at first point of contact with Support
    • Ownership of the Incident Management process – Manage the Incident Management Process and all associated communications.
    • New Starter Induction – responsible for ensuring all new starters have a quality joining experience with regards to IT
    • Joiners Movers, Leavers – ensuring the appropriate access rights are provided and withdrawn for new starters, job role changes and the withdrawal of access rights for leavers


      Qualifications, Competencies and Experience

      • Experience in finance and banking, ideally retail banking.
      • Experience in managing live service support teams at Level 1 and Level 2.
      • Demonstrable ability in analysing incidents and planning, arranging or creating solutions.
      • Experience in high pressure or demanding environments where issues are customer facing or business affecting.
      • Experience in handling outsourced suppliers and teams, remote management and collaboration.
      • Knowledge of JIRA or similar issue tracking software beneficial.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

We take our obligations to protect your personal data very seriously.  Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website

  • Accepted file types: jpg, doc, docx, pdf, Max. file size: 5 MB.
    Allowed file types: jpg, doc, docx, pdf Maximum upload size: 5mb
  • This field is for validation purposes and should be left unchanged.