Service Desk Team Lead

Key Group is one of the most exciting, forward-thinking brands in financial services, focused on helping people unlock a better retirement since 1998. Our mission is simple: To be the UK’s leading later life lending company.

We are seeking a highly organised and technically proficient IT Service Desk Team Lead to join our dynamic IT Team. The ideal candidate will have a proven track record of leading a service desk team, exceptional organisational skills, and expertise in modern ITSM toolsets. This role will be responsible for providing excellent customer service, managing and mentoring the team and ensuring the smooth operation of our IT Managed Services.

You’ll report directly to the Service Operation Manager within Group Digital, supporting the latter stages of our digital transformation journey that’ll see us being entirely Cloud based by the end of 2024.

Key Responsibilities

• Ensure support cases SLA’s and Support KPI’s are met.
• Create and maintain documentation.
• Provide high-quality customer service by resolving complex technical issues and escalations.
• Maintain existing monitoring systems and recommend improvements.
• Ability to build relationships and develop rapport internally and with external clients.
• Oversee the service desk operations, ensuring incidents and service requests are managed and resolved effectively.

Skill Requirements

Essential

• Excellent organisational and time management skills.
• Excellent communication and interpersonal skills.
• Deep understanding of the ITSM framework.
• Exposure to Microsoft 365 Management.
• Strong problem-solving and troubleshooting skills.

Desired

• Microsoft Azure experience.
• Genesys Telephony

This will be a rewarding but challenging role, delivering solutions at the centre of our businesses ensuring successes are high impact & visible – You’ll have a real, tangible impact on these solutions that ultimately help ensure we deliver for our customers.

Benefits:

• 25 Days holiday plus bank holidays rising to 28 with service
• Additional holiday purchase scheme
• 1 Charity day
• Tier 1 pension
• AXA Exec (self) Healthcare
• Life Assurance