IT Service Desk Team Leader

Salary £50,697 per annum

Location Birmingham

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The vacancy

Hours: Full time – 35 hours per week/ 70 hours over two weeks (nine-day fortnight)

We’re seeking an experienced and innovative manager to join our IT team. The team are focussed on providing a simple and efficient IT Support Service to our employees, enabling them to do their jobs and support our residents.

You will lead the IT Service Desk Team, including 1st line and 2nd line support functions, driving a high performing culture focussed on customer service and first time resolution.

You will have a passion for simplification and efficiencies, being comfortable to challenge processes and identify areas for improvement

As a proven leader you will engage, motivate and develop your team to be their best. You’ll build strong relationships and work in collaboration with stakeholders across the business, to deliver a first-class service.

This is a hybrid role, you will be required to work from our offices in Birmingham 2 days per week. On occasion you may be required to attend the office on additional days for collaboration or team meetings.

Curious to know more? If you’re looking for an opportunity where you can make a real difference at an organisation with a strong social purpose, take a look at the job description for further details.

What we are looking for:

The essential requirements for the role include:

A strong understanding of IT systems, networks, and infrastructure to guide and support the service desk team effectively.
Strong communication and interpersonal skills to work with team members and stakeholders.
Dedication to providing excellent customer service and ensuring customer satisfaction.
Strong analytical and problem-solving abilities to diagnose and address complex IT issues.
Extensive Knowledge of the IT Infrastructure Library (ITIL)
Extensive documentation and reporting knowledge
Vendor and Supplier management experience
Significant experience of successfully delivering and transitioning project into IT BAU
Experience of workflow design and process improvement
Motivational and positive leader with strong people management skills
Relevant degree / technical qualification or equivalent experience
ITIL V4 Foundation

Closing date for applications 29 October, with interviews taking place 31 October

About us

At Housing 21 we pride ourselves on being passionate about people and are committed to investing in those who work for us to help them to be the best they can be.

When you work for us, you will be joining an organisation that holds the Investors in People Platinum standard and was rated the UK’s third Best Place to Work in 2024 by Glassdoor. Our people are our foundation, and we know how important it is to support them to do what they do best, whether through flexible working, learning new skills or being part of a friendly and supportive workplace culture.

We are incredibly proud of the culture we have created and celebrate the positive difference we make to society. If you think you’re ready for a new challenge and able to make a difference, then come and join us!