JOB DESCRIPTION

JOB TITLE: Technical Operations Manager - Colleague IT Service Desk

ABOUT US

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

Key Responsibilities:

• Provide expert Technical Support to the local team in Edinburgh while supporting the upskilling of the wider Service Desk team based in Leeds.
• Deliver outstanding customer service and technical assistance. Train and mentor junior IT staff on technical support and best practices.
• Utilise ServiceNow to analyse impact of the Support service, processes and procedures, taking ownership of any critical issues or complaints and providing operational support to the Service Desk analysts.
• Identify and address service gaps or process inefficiencies, collaborating with business and IT teams to implement improvements.
• Support the day-to-day management of the Service Desk whilst supporting management in delivering the overall service, ensuring departmental SLAs and important metrics are attained