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- Tasks: Lead the Service Desk team and provide expert IT support across cloud platforms.
- Company: Join a forward-thinking company focused on cloud technology and operational excellence.
- Benefits: Competitive salary, 25 days holiday, private healthcare, and personal training sessions.
- Why this job: Make a real impact in a hands-on leadership role while driving service improvements.
- Qualifications: Degree in IT or related field with strong cloud and service management experience.
- Other info: Dynamic environment with opportunities for growth and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We are looking for a highly capable and technically proficient IT professional to lead our Service Desk function and provide expert support across our Azure, AWS and wider cloud-hosted infrastructure estate. This is a hands‑on leadership role suited to an engineer‑manager who combines strong architecture knowledge with operational excellence and the ability to drive a high performing service support capability. Reporting to the Head of IT Operations, you will take ownership of the day‑to‑day ownership of the Service Desk, ensuring robust incident management, operational stability and compliant delivery of services across Microsoft 365, Azure, AWS and third-party SaaS platforms. You will act as an escalation point for complex technical issues, contribute to cloud strategy and governance, and ensure our service support model aligns with best practice operational frameworks.
Role Responsibilities
- Lead, manage and mentor a small team of Service Desk Analysts, ensuring a high quality, SLA driven support service that aligns with ITIL and cloud operations best practices.
- Oversee the end‑to‑end lifecycle of support requests, including triage, prioritisation, escalation and closure, ensuring accurate ticket data, strong adherence to SLAs and the prompt handling of high severity incidents.
- Identify and escalate critical issues to the Head of IT Operations or Banking Platform Technology Lead, ensuring clear communication and timely resolution for high‑impact service disruptions.
- Monitor Service Desk KPIs and SLA performance, producing monthly operational reporting for the IT Steering Committee and driving continuous service improvements.
- Provide technical leadership and 3rd line support for escalated incidents, complex problem investigations and cloud infrastructure issues across Azure AD, Microsoft 365, Azure IaaS/PaaS, AWS workloads and associated networking issues and identity components.
- Own and maintain Service Desk documentation, runbooks, technical procedures and knowledge base articles to ensure repeatability, resilience and consistency of service delivery.
- Drive continuous improvement initiatives and contribute to IT service strategy.
- Provide support for 3rd party applications/services operated within the Company.
- Troubleshoot and resolve complex platform, infrastructure and application issues involving identity services, endpoint management, cloud networking, endpoint security and backup/recovery tools.
- Collaborate with other IT teams on cloud migrations, infrastructure updates, service transitions and resilience improvements.
- Contribute to the technical roadmap for IT services, helping evolve the organisation’s cloud operating model, service architecture and support maturity.
Required Skills / Experience
- Degree or equivalent experience in IT, Computer Science or a related technical field.
- Excellent communication skills and proven success operating in a customer‑focused service management environment.
- Strong analytical and problem‑solving skills with experience resolving complex cloud and infrastructure issues.
- Extensive hands‑on experience with AWS & Microsoft Azure and Microsoft 365 administration, including identity, security, governance, conditional access and platform operations.
- Experience working under pressure in fast paced environments, balancing operational demands with incident resolution.
- At least 5 years’ experience in a similar technical support or cloud operations role, ideally including Service Desk leadership.
- Strong knowledge of ITIL based operational processes, incident/problem/change management and service reporting.
- Experience working within Agile or DevOps aligned cloud environments, supporting CI/CD, automation and cloud native architectures.
- Proactive, positive mindset with a strong sense of ownership and accountability.
- Experience working with banking platforms, loan management systems or regulated financial environments.
- Previous involvement with audits, compliance assessments or operational controls (ISO27001, FCA, SOC2 etc).
- Hands‑on experience supporting or administering Google Cloud Platform.
Alongside this we can offer you:
- A very competitive salary with an excellent benefits package.
- 25 days holiday, plus 8 days bank holiday (this increases with service).
- Oxbury Bonus scheme.
- Free Personal Training session every week.
- Private Medical Healthcare.
- Employee Assistance Programme.
- Life Insurance.
- Enhanced maternity/paternity leave.
Please note that we do not offer sponsorship with this role.
IT Support Lead in Chester employer: Oxbury Bank Plc
Contact Detail:
Oxbury Bank Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Lead in Chester
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in cloud services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your technical skills and understanding the latest trends in Azure and AWS. We recommend doing mock interviews with friends or using online platforms to get comfortable with common questions.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've managed teams or projects in the past. Highlighting your experience in driving service improvements will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Support Lead in Chester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Lead role. Highlight your experience with Azure, AWS, and Microsoft 365, and don’t forget to showcase your leadership skills. We want to see how you’ve driven high-performing teams in the past!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention specific projects or achievements that relate to the responsibilities listed in the job description. Let us know how you can contribute to our cloud strategy!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We love seeing analytical and problem-solving skills in action, especially when it comes to cloud infrastructure challenges. Make it clear how you’ve made an impact!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us. Plus, it’s super easy – just follow the prompts and submit your materials!
How to prepare for a job interview at Oxbury Bank Plc
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Azure, AWS, and Microsoft 365. Be ready to discuss specific projects or challenges you've faced with these platforms, as well as how you resolved them. This will show that you're not just familiar with the tech, but that you can also apply it effectively.
✨Demonstrate Leadership Skills
Since this role involves leading a team, be prepared to share examples of how you've successfully managed and mentored others in the past. Highlight your approach to fostering a high-performing service support capability and how you handle conflict or escalations within a team.
✨Showcase Your Problem-Solving Abilities
Expect to be asked about complex technical issues you've resolved. Prepare a couple of detailed examples that illustrate your analytical skills and how you approach troubleshooting. This will help demonstrate your capability to handle high-severity incidents effectively.
✨Align with Best Practices
Familiarise yourself with ITIL and other operational frameworks relevant to the role. Be ready to discuss how you've implemented best practices in previous roles, particularly in incident management and service delivery. This shows that you understand the importance of compliance and operational stability.