Newcastle Building Society
IT Service Desk Team Lead
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
IT Service Desk Team Lead
Salary Band
£33,709 - £43,783
Job Description
About the Role
As the IT Service Desk Lead, you will be responsible for the day-to-day operational leadership of the Service Desk, ensuring that incidents and service requests are managed efficiently, consistently, and with a strong focus on customer experience.
- Lead the Triage Analysts and Service Desk Analysts.
- Oversee ticket flow, prioritisation, and resolution activity to ensure that service levels are met and users receive timely and effective support.
- Work closely with the Service Desk Manager and practice leads across Incident, Problem, and Change.
- Ensure that Service Desk activities are aligned to operational standards and that the team operates in a structured, disciplined, and customer-focused way.
- Play a key role in improving first-time fix, reducing ticket volumes, and driving continuous improvement across the Service Desk.
About You
- Bring significant experience from a Service Desk or IT support environment.
- Operated at a senior analyst, second-line, or team leadership level.
- Strong understanding of incident, request, and service desk management.
- Confident in leading teams in a fast-paced operational environment.
- Excellent organizational skills, comfortable managing workloads across a team, ensuring priorities are balanced, and service levels are maintained.
- Natural problem solver who enjoys supporting others to resolve complex technical issues while maintaining a strong focus on delivering great customer outcomes.
- Experience using IT service management platforms such as ServiceNow.
- Good understanding of ITIL-based service management practices.
- Strong communication and stakeholder management skills.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
We're particularly interested in someone who enjoys coaching and developing colleagues, embraces continuous improvement, and thrives in a structured, process-driven environment. Experience within a regulated sector would be advantageous, and relevant certifications such as ITIL Foundation would be beneficial.
About Us
The Newcastle Building Society Group comprises Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers, and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future, inspires and directs our activities.
As an inclusive employer and member-owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, and we want colleagues to feel this is a place they belong. A place to be you.
What do you get in return?
As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
Financial
- Corporate bonus scheme (on target 5%, up to a maximum 10%)
- Pension scheme (up to 9% employer contribution)
- Annual performance-related pay reviews
- Colleague mortgage scheme
- Electric car salary sacrifice scheme
- Life assurance (4x salary) and income protection
- Access to our financial advisers
- Access to a range of high street and online discounts
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Work/Life Balance
- A 35-hour weekly contract
- 25 days’ annual leave + bank holidays (rises to 30 with length of service)
- The option to buy and sell up to 5 days’ holiday
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood
Health and Wellbeing
- Access to a health cash plan through a Medicash scheme
- Access to an employee assistance programme
- Free onsite gym at our Cobalt head office and access to discounted gyms
- Two paid volunteering days each year
- Cycle to work scheme
Recognizing there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible. If there are any ways in which we can provide support or make adjustments, we would love to discuss this with you. You can contact your Recruiter for this vacancy at dave.cowell@newcastle.co.uk
Company:
Newcastle Strategic Solutions Limited
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills