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IT Service Desk Team Leader

Tandem

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Posted over 30 days ago...

Join Tandem's Tech Team and Lead the Charge Towards a Greener, Digital Banking Revolution

Overview

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£38000

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Manchester, United Kingdom

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98% Remote- UK

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Expires at anytime

Organisation summary - Tandem is not just a digital bank; it's a force for positive environmental change. With a mission to alter the landscape of banking through sustainability and innovation, Tandem is rapidly growing and offers a unique culture shaped by its BEST values: Brave, Enterprising, Simple, and Together. Their secondary app, Loop, further simplifies monetary transactions, making them hassle-free. As part of Tandem, you'll contribute to a brighter, greener future while working in a dynamic and diverse environment.

  • Lead and mentor a team of Service Delivery Analysts, fostering their career development.
  • Manage incident, service request, and problem resolution, ensuring adherence to SLAs.
  • Act as the escalation point, coordinating effectively to resolve issues.
  • Track and analyze Service Desk metrics for performance optimization.
  • Communicate effectively with stakeholders regarding outages and changes.
  • Develop knowledge articles for the Service Desk, aiming to improve resolution times.
  • Handle employee onboarding and offboarding processes.
  • Coordinate with system administrators for timely deployment of patches.
  • Maintain policies, procedures, and standards for the Service Desk.
  • Manage operational systems, including Microsoft 365 and Active Directory.
  • Manage asset inventory and lifecycle to control costs.
  • Work with audit and risk teams to address audit findings and risks.
  • Participate in operational projects as necessary.
  • Bachelor's degree in IT, Computer Science, or related field, or equivalent experience.
  • Proven leadership experience in Service Desk or technical support.
  • Strong knowledge of IT support systems and tools.
  • Excellent communication, analytical, and problem-solving skills.
  • Familiarity with ITIL framework and best practices.
  • Experience with Active Directory, Microsoft 365, and Azure preferred.
  • Microsoft 365, Azure, ITIL certifications and experience with specific systems like Connex Contact Centre and Freshservice are a plus.

Job Title: IT Service Desk Team Leader
Working Pattern: Monday to Friday, 36.25 hours per week
Salary: up to £38,000 and up to 20% bonus 
Location: Blackpool - Remote working with bi-weekly visits to our Blackpool Office, and occasional expensed travel to our Cardiff, London and Durham

At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated IT Service Desk Team Leader, ready to make an impact, we've got a space with your name on it!

The main purpose of the role is to lead the Tandem IT Service Desk and ensure the timely delivery of services to the bank. You will manage and mentor the 1st and 2nd line support team, providing them with training, conducting 1-on-1 sessions, and fostering their career development. A key aspect of the role will be participation in operational projects as needed.

We are Tandem - Where impact meets innovation

Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow, spend, and share – all while nurturing our planet, our people and our customers. As one of Europe’s fastest growing digital banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.

Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.

Your team: Collaborators in change

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.
 
You will become an integral part of our dynamic Service Delivery team, which is a vital component of our broader Technology division. Our Service Desk team comprises 6 skilled analysts. Your direct reporting line will be to the Service Delivery Manager, ensuring clear communication channels and alignment with our service delivery objectives.

Your Impact: Building a greener tomorrow 

As an IT Service Desk Team Leader at Tandem your focus will be on:

  • Lead and supervise a team of Service Delivery Analysts, set clear objectives and performance expectations for the team and individuals.
  • Manage the Service Desk including incidents, service requests, and problems, ensuring timely resolution and adherence to service level agreements.
  • Act as the single point of contact for escalations, coordinating with appropriate teams to address and resolve issues effectively.
  • Define and track Service Desk metrics to measure performance and service levels.
  • Analyze data and generate reports to identify trends, areas for improvement, and opportunities for optimization.
  • Communicate outages and changes to stakeholders in a timely and effective manner, minimizing impact on operations.
  • Develop and maintain knowledge articles to support the Service Desk team and improve resolution times.
  • Oversee the onboarding and offboarding process for employees, ensuring smooth transitions and adherence to security protocols.
  • Coordinate with system administrators and security teams to schedule and deploy patches in a timely manner, minimizing downtime and reducing security risks.
  • Develop and maintain Service Desk policies, procedures, and standards in alignment with organizational objectives and industry best practices.
  • Oversee the operation and maintenance of operational systems including Microsoft 365, Active Directory, Entra ID, Intune, Connex Contact Centre, Freshservice, Miro, and Jira.
  • Manage asset inventory and lifecycle, including procurement, deployment, tracking, and disposal, to optimize resource utilization and minimize costs.
  • Collaborate with audit and risk management teams to remediate audit findings and mitigate identified risks.
  • Participation in operational projects as needed.
  • Keep abreast of industry trends and best practices to continuously improve service desk operations.

We’d love to hear from you if you have:

  • Bachelor's degree in Information Technology, Computer Science, or related field. Relevant experience may be considered in lieu of a degree.
  • Proven experience in a Service Desk or technical support role, with experience in a leadership or supervisory capacity.
  • Strong knowledge of IT support systems and tools.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Strong problem solving and troubleshooting skills.
  • Familiarity with ITIL framework and Service Desk best practices is preferred.
  • Experience in Active Directory, Microsoft 365 and Azure.

It would be great, but not essential if you have:

  • Microsoft 365 Associate Certification
  • Microsoft Azure Associate Certification
  • ITIL Certification
  • Experience in Connex Contact Centre, Freshservice, Crowdstrike, Microsoft Intune, Jira, and Miro.
  • Relevant experience in banking systems such as Sentinel, Financial Cloud, Aryza LMS is highly desirable.

Rewards that reflect your value, what’s in it for you? 
 
At Tandem, your hard work is rewarded in many ways and we have an enhanced employee benefits package on offer from your very first day with us: 

  • 25 days annual leave plus 8 days Bank Holiday  
  • An additional day off for a ‘celebration dayincluding, but not limited to, birthdays, weddings, religious holidays, graduations etc
  • Buy or sell up to 5 days holiday a year
  • Healthcare cash plan through Westfield Health worth a minimum of £750 per year
  • Electric Vehicle salary sacrifice scheme
  • Cycle to Work salary sacrifice scheme and a free helmet
  • Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
  • Smart Tech scheme (buy goods with 0% interest)
  • 10% discount on solar panels
  • Tandem Hub for treats, cash back and discounts on UK retailers   
  • 2 days per year paid volunteering   
  • Free cereal, snacks and drinks in all offices
  • Quarterly team social budgets

Our Green Deal: Your Impact Amplified

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:

  • Volunteer 2 days a year for charity > receive an early Friday finish 
  • Raise £200 per annum for charity > Tandem provide PR and marketing support 
  • Have renewable energy at home > receive an additional 1 day annual leave 
  • Drive an electric car > receive £500 towards a home charger

Ready to make your mark?

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. 

Sourcing Model

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. 

Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.

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