IT Service Desk Team Leader

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 Europes 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.

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.

Job Title: IT Service Desk Team LeaderWorking Pattern: Monday to Friday, 36.25 hours per weekSalary: up to 45,000 and up to 20% bonus Location: Blackpool (Hybrid - 3 days a week in the office), with occasional expensed travel to our Cardiff, London, and Durham Offices., Rewards that reflect your value, whats 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 day including, 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, well 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.

Blackpool, United Kingdom