IT Service Desk Team Lead

Role Purpose

• The IT Service Desk Team Lead owns the day-to-day performance of the IT Helpdesk and the End User Compute EUC function across Weaver Fintech.
• This role leads a team of 5–6 EUC Technicians, is accountable for service desk SLAs and ticket quality, and acts as the first point of triage and escalation between end users, Engineering teams, HomeChoice, and third-party vendors.
• The role also coordinates the approval process for SaaS, AI tooling and other software license requests, ensuring requests are properly reviewed before being granted.

Position in the organisation

• The role reports into the Head of Technology Operations, within the broader TechOps function. This role is a first-line people management position — the EUC Technicians report directly to this role.

Head of Technology Operations

• IT Service Desk Team Lead this role
• EUC Technician x 5–6 direct reports

Key Responsibilities

Service Desk & SLA Management

• Own the end-to-end performance of the IT Helpdesk, including ticket intake, prioritisation, assignment and quality of resolution.
• Define, monitor and report against SLAs and KPIs response time, resolution time, backlog, first-contact resolution, customer satisfaction.
• Maintain and continuously improve helpdesk processes, categorisation, and knowledge base articles to reduce repeat tickets.
• Produce regular SLA and volume reporting for the Head of Technology Operations, highlighting trends, risks and resourcing needs.

Team Leadership — End User Compute

• Lead, coach and manage the performance of 5–6 EUC Technicians, including workload allocation, rostering/coverage, 1:1s and development.
• Oversee laptop build, imaging, deployment and asset lifecycle management procurement liaison, allocation, repairs, decommissioning.
• Ensure the EUC team delivers consistent, high-quality support for all end-user compute needs — hardware, peripherals, mobile devices and remote/onsite setup.
• Set standards for EUC service delivery build standards, security baseline compliance, onboarding/offboarding turnaround.

License & SaaS/AI Tooling Coordination

• Coordinate the intake and approval workflow for SaaS application, AI tool and license requests raised by the business.
• Liaise with budget owners, Engineering, Security and Procurement as needed to validate business need, cost and risk before approval.
• Maintain a record of active licenses/subscriptions per app to support renewals, cost control and periodic access reviews.
• Flag duplicate, unused or non-compliant tooling requests and recommend consolidation where appropriate.

Triage & Escalation Management

• Act as the primary triage point for issues that cannot be resolved at first line, determining correct routing and urgency.
• Escalate and track issues requiring Engineering team involvement, ensuring clear handover and ownership.
• Manage the working relationship and issue escalation with HomeChoice for services or infrastructure still supported by HomeChoice during the separation period.
• Manage third-party vendors and support partners on escalated incidents, holding them to agreed response/resolution commitments.
• Ensure major incidents are communicated promptly to stakeholders and followed up with root-cause / preventative actions.

Key Relationships

• Head of Technology Operations line manager
• EUC Technicians direct reports
• Engineering / Platform / SecOps teams escalation and coordination
• HomeChoice IT shared/transitional services during separation
• Third-party vendors and support partners
• Budget owners and Procurement license and hardware approvals
• All Weaver Fintech employees as end users of the service desk

Requirements

Experience & Qualifications

• 3–5+ years' experience in IT service desk / end user compute support, including at least 1–2 years in a team lead, supervisory or coordinator capacity.
• Demonstrated experience managing SLAs, ticketing systems e.g. Jira Service Management, ServiceNow, Freshservice or similar and helpdesk reporting.
• Experience building/imaging laptops and managing end user compute hardware lifecycle.
• Experience coordinating software/SaaS license requests and working with vendors or third-party support partners.
• Relevant IT certification advantageous e.g. ITIL Foundation, CompTIA A+/Network+, Microsoft 365 / endpoint management.
• A relevant diploma or degree in IT or a related field is preferred but not essential given equivalent experience.

Skills & Competencies

• Strong people leadership — able to coach, motivate and hold a small technical team accountable to service standards.
• Structured and organised, comfortable owning SLAs, backlogs and reporting with attention to detail.
• Confident triaging technical issues and judging what to resolve directly versus escalate, and to whom.
• Clear communicator across technical and non-technical stakeholders, including senior leadership and external vendors.
• Vendor and stakeholder management skills, including holding third parties to agreed commitments.
• Working knowledge of end user compute environments Windows/macOS, M365, endpoint security, MDM tooling.
• Pragmatic, service-minded approach with a bias towards resolving employee impact quickly.

Key Performance Indicators

• SLA adherence response and resolution time against agreed targets.
• Ticket backlog and ageing, kept within agreed thresholds.
• First-contact resolution rate and repeat-ticket rate.
• End user / employee satisfaction with helpdesk and EUC support CSAT.
• Laptop build and new-starter equipment turnaround time.
• License request turnaround time and accuracy of the active license register.
• Escalation handling — time to correct routing, and vendor SLA compliance on escalated issues.

Closing Date 30 September 2026