Grow with UTB

A new job opportunity with United Trust Bank.

Service Desk Lead | IT

A new opportunity to work in our IT team, where you will be responsible for ensuring that technical issues are resolved in a timely manner, delivering exceptional customer service, and providing technical guidance to the team.

Job Reference: IT020-24
Department: IT 
Reporting to: Service Manager
Location: London 
Work pattern: Hybrid 

Job description

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This is a hybrid role – 3 days in the office (City of London location) and 2 days working from home.

Role Purpose:

The IT Service Desk Lead will be responsible for ensuring that technical issues are resolved in a timely manner, delivering exceptional customer service, and providing technical guidance to the team.

Role Responsibilities:

  • The role will be primarily responsible for supervising a team of IT service desk professionals, overseeing their daily activities to ensure that they are meeting customer needs and delivering high-quality service.
  • Comfortable working at scale and hold the ambition to create a service centred IT function which is capable of scaling to support a fast growing financial organisation.
  • This role brings with it the opportunity to play a part in creating something distinct and help grow the function as it scales up. Taking the best practice from previous experience and implementing it in a highly efficient manner. Challenging assumptions and seeking to constantly improve solutions to find the most appropriate answer for the firm.

Skills and Experience sought:

  • Experience in leading a 1st and 2nd line Service delivery technical support team.
  • Comfortable being very ‘hands-on’ in the running of IT Services.
  • Highly professional in their approach and attitude and behaves in a reliable and dependable manner.
  • Self-motivated, tenacious and able to break down an objective into tasks to reach an end goal, seeking direction if required.
  • Confident, personable, and excellent customer service-focused
  • Excellent time management and organisational skills
  • A good technical understanding of the technologies used by IT Teams and awareness of wider industry trends that may be of value to the firm in the future.
  • Willing to take a hands on approach to problem solving if required, and to lead by example.
  • Ability to work within a changing environment, demonstrating resilience, adaptability, and flexibility to meet demands of the business.
  • Has a flexible and process orientated approach, able to influence decisions and works collaboratively when presenting a range of solutions.
  • Ability to work under pressure and to tight deadlines in a calm manner.
  • Takes initiative and uses judgement appropriately.
  • Looks beyond past results to set challenging but realistic goals for performance improvement for self and team.
  • Previous experience of Service Management, Service Delivery essential
  • Experience with ITSM platforms such as Freshservice or Service Now is essential.
  • Excellent MS Suite (MS Office, MS Teams) skills
  • Previous experience or qualifications involving ITIL or SDI and service delivery techniques required.
  • Demonstrable experience of system deliver/project management.
  • Experience with financial services industry and technologies, as well as understanding the impact of innovation and regulation change in this sector.

About UTB

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UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

Employee benefits

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  • Competitive Salary and Bonus package
  • 26 Days Holiday
  • 2 Wellbeing Days
  • Contributory Pension
  • Life Insurance / Income Protection / Critical Illness cover
  • Private Medical Insurance
  • Season Ticket Loans
  • Excellent career development opportunities and where appropriate sponsorship of a relevant qualification

Apply Now

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Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

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