Job Details

Job ID
Job Title
IT Service Desk Team Leader
Position Type
Business Brand
PFG Corporate Services
GW Technology Operations
About Us
About Us

Established in 1880, PFG is one of the UK's leading suppliers of personal credit products to the non-standard lending market. We are a FTSE 250 company that provide a portfolio of credit products designed to meet the particular needs of those who are not well serviced by mainstream lenders.
About the Role
About the Role

In this role you will lead a small team of IT Service Desk Analysts ensuring that service levels are achieved and that customer expectations are met and exceeded in regards to performance, meeting defined metrics/benchmarks and that standards and processes are followed. You could currently be in a Service Desk role or be from a contact centre background with people management experience.

Key Responsibilities
  • Production of daily, weekly and monthly Service Desk KPI's to report to IT Service Management
  • Effective incident and service request management.
  • Design and deliver Service Desk processes, technologies and services
  • Adoption and implementation of Service Desk and ITIL best practice i.e. SDI Standards.
  • Assist in the management of recruitment against approved headcount.
  • Motivate and develop self and capability of direct reports through training/cross skilling, effective performance management and standard line management activities.
  • Support and adhere to corporate and IT governance initiatives.
  • Ensure compliance with internal and external audit requirements.
  • Increase the percentage of incidents resolved within an agreed/acceptable period of time
  • Improved effectiveness and efficiency within the IT Service Desk through process, activities and toolsets
Skills and Experience
About You

We would like you to have skills and experience in some of the following:
  • Either previous experience as a Service Desk Team Leader, Service Desk Analyst or a Senior Operations Role within an IT function or similar environments.
  • Strong communication skills and the ability to communicate with people at all levels within an organisation
  • Ability to lead, influence and develop yourself and others
  • Excellent analytical/problem solving abilities with which to drive continual and service improvement
  • Excellent organisational skills
  • Enthusiastic and passionate interacting with customers and colleagues alike
  • Understands the importance of great team dynamics
  • Understand the requirements of an FCA regulated business

The Benefits

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it is not the only one. We will invest in your development, giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. Working in a bright and refreshingly relaxed environment, you will find your opinions are valued and listened to.

On top of all this, we will give you a package including:
  • Competitive base salary and rewards
  • Discretionary bonus scheme
  • 25 days annual leave entitlement (increasing with length of service)
  • Pension Scheme
  • Extensive opportunities for personal and career development
  • Flexible and dynamic working policies

Inclusion & Diversity Statement

We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we are here in the first place: to help put people on a path to a better everyday life.

We are an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

We want to attract and retain the best people. So, we make sure that, if people need it, they are given all the extra support and reasonable adjustments to take part in any part of our application or interview process. We have also got lots of colleagues who choose to work flexibly, so please feel free to talk to us about how you prefer to work at any time.

We think that if you can Be Yourself in the workplace, you will do your best work and enjoy being part of the team and as a business we get to benefit from that and to celebrate all the wonderful things that diversity brings.