An exciting opportunity has arisen for a confident and experienced individual to lead our IT Service Desk team. We are driven by our values, putting the community first in everything we do. We expect our colleagues’ values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants. In this role you will: • Lead the Service Desk team to deliver a first-class support service. • Manage team workload, prioritising support requests and achieving SLA targets. • Plan and manage deskside support across Head Office and the branch network. • Act as a first point of contact for colleagues requiring technical assistance. • Troubleshoot, diagnose and resolve hardware and software issues. • Provide excellent customer service, resolving issues professionally and efficiently. • Redirect unresolved issues to next-level support where appropriate. • Manage support tickets, driving problems to resolution and ensuring follow-up. • Produce technical documentation covering installations, configuration and troubleshooting. • Provide MI to track performance and support compliance requirements. What you will bring: • Previous experience in an IT customer service environment. • Strong understanding of Microsoft Windows, Outlook and Office. • Good knowledge of desktops, laptops, printers and peripherals. • Understanding of networking concepts (patching, switches). • Awareness of IT security principles (AV, firewalls, patching). • Strong accuracy, attention to detail and a solutions-focused approach. What you can expect from us: • Minimum 25 days holidays, plus Bank Holidays, Birthday Holiday, Celebration Day, Moving House Day. • Competitive pension with up to 10% employer contribution. • A comprehensive benefit package. Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .