Technical Operations Manager - Colleague IT Service Desk

JOB TITLE: Technical Operations Manager - Colleague IT Service Desk

LOCATION(S): Edinburgh

HOURS:  Full time

WORKING PATTERN: Hybrid, 40% (or two days) in the above office location

About this opportunity

An excellent opportunity has arisen to join our management team in the Colleague IT Service Desk which is part of Modern Workplace! We support approximately 100k colleagues across the group, helping colleagues with the tools and technology they need to enable them to do their best work, wherever and however they choose to work.

Provide leadership and support for Technology Services to meet group needs and optimise customer experience. Providing effective and efficient support for a comprehensive and complex, high customer-focused function with contribution to the strategic direction of the area. Works with multiple collaborators, providing technical expertise, and supports the group in the resolution of service-related and management issues, ensuring appropriate technical prioritization. You'll continually improve yourself with standard methodology and tools used across their teams and ensure appropriate risk management and reporting. May also include management of internal teams or suppliers, and dissemination of expert knowledge to colleagues whilst driving the development of others within the team in line with group strategy and values.

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.

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.

What you'll need

• Experience of working on an enterprise-scale helpdesk.

• Knowledge of Microsoft Entra ID & Microsoft Intune (Endpoint Manager).

• Excellent communication and interpersonal skills.

• Ability to work independently and as part of a team.

• In-depth knowledge of Windows 11 OS.

• Excellent knowledge and troubleshooting experience with all components of Microsoft365.

• Knowledge of Azure Virtual Desktop (AVD) technologies and experience supporting.

• Previous use of ServiceNow for incident management

• Knowledge of Smartphone technology (Samsung/iPhone), especially with regards to Mobile Application Manager and Microsoft Authenticator.

• Experience with Mobile Device Management (MDM) solutions for Apple devices, JAMF and Apple Business Manager would be useful though not essential.

• Knowledge of ITIL or other IT service management frameworks.

• Experience in supporting colleagues both at home and in the office.

• Experience of managing a team.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.