IT Support Services Lead

Job Description

About the RoleThe Support Services team are responsible for providing a customer service focused approach resolving end user IT issues and providing a secure and stable desktop estate for a dynamic user base.We have a significant number of exciting and challenging ICT projects to deliver, whilst also introducing smarter working principles in desktop delivery and are looking for an energized and experienced individual to lead the team through these exciting progressions.You will work with teams across IT and our Business Stakeholders and we expect you to be an excellent communicator and able to influence and drive change and improvements.You will be responsible for the supervision, technical development and guidance for the Support Services Team and responsible for ensuring an effective and efficient level of IT Support is provided within the desktop support environment for resolving ITrelated issues or problemsSummary of Your Team Responsibilities

• IT End-User Technical Support: Incident, Service Request, Change and Problem management
• Desktops and Laptops builds for Replacements and New Hires On boarding
• IT Asset management and disposals management
• Patching and vulnerabilities Management of end-user devices

About YouAs an experienced and energetic leader, you will be comfortable developing a team of IT Technicians using a range of coaching techniques. You will have excellent technical knowledge in supporting the hardware and configuration of desktop, printers & laptops.Operating in a fast-paced environment, you will be required to schedule and prioritise team activity using workload and management techniques to deliver to milestones and objectives. Alongside this, effective and adaptable communication is essential.This is an excellent opportunity for a great communicator to dynamically manage a team of experienced IT Technicians and to join a growing organisation at a period of positive change!Your Tasks

• Lead the Support Services team to provide quality experience of technical support to internal customers and clients.
• Be the point of contact for escalations, cross function and client collaboration and represent your team to the other business functions and clients.
• To resolve Incidents and fulfil Service Requests that have been assigned to the 2nd Line Support Services Team Resolver within the required Service Levels.
• Schedule resources and manage day-to-day resource allocation of the Support Team and provide regular resource forecasts identifying any shortages of resources and/ or skill-sets.
• To ensure the Organisation standard procedures for Incident Management, Problem Management, Change Management and Service Level Management are applied and adhered to.
• To ensure any Asset Management Process is used, maintained and reported on in accordance with Organisation policies and procedures
• Delegate work appropriately and effectively whilst maintaining ownership and responsibility
• Accurately manage site assets, recording and disposal of WEEE waste in line with policies
• Monitor, measure and report on KPIs and SLAs.
• Provide input into the Monthly Report for Major Incidents/Trends/Problem Areas from monthly ticket data, including root cause analysis and action plans for your team
• Ensure Training and Development Plans are developed, tracked and completed for you and your team in accordance with company policies and procedures
• Communicate to staff all information that pertains to their roles and development plans
• Ensure documentation and processes exist for the Support Services Team and that they are in accordance with NSSL/NBS standards and are regularly reviewed
• Support the Onboarding and transition of new staff into the Organisation.

About UsNewcastle Strategic Solutions is the UKs leading savings management platform and one of the North Easts most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providers acrossthe UK. Our work has earned us an enviable reputation in the market as the best at what we do.As part of Newcastle Building Society you will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.For full details along with a comprehensive breakdown of what were looking for, please download the role profile.In addition to joining a great team within a truly local organisation, our colleagues also benefit from:

• 25 days holiday allowance + bank holidays
• Corporate bonus scheme
• Working from home supplement upon joining and monthly allowance thereafter
• Subsidised event tickets
• Generous pension scheme
• Performance-related pay
• Volunteering days
• Flexible working hours

The health, well-being and safety of our colleagues and candidates during this challenging time is paramount. With this in mind, we have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding. Uponstarting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work remotely. Longer-term, our focus remains on driving a culture of flexibility and encouraging colleagues to maintain a healthywork/life balance through flexible working arrangements.