At a Glance
- 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.
- Other info: Dynamic environment with opportunities for growth and development.
- 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.
The predicted salary is between 36000 - 60000 £ 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
Oxbury is an exceptional employer that prioritises the well-being and professional growth of its employees, offering a comprehensive benefits package including private medical healthcare, generous holiday allowances, and a bonus scheme. The collaborative work culture fosters innovation and continuous improvement, making it an ideal environment for Security Analysts to thrive while contributing to the company's commitment to maintaining high security standards. Located in a dynamic sector, Oxbury provides unique opportunities to engage with cutting-edge security technologies and practices, ensuring that employees are always at the forefront of the industry.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Lead in Chester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Oxbury Bank Plc values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Oxbury Bank Plc might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Oxbury Bank Plc!
✨Direct Apply to Oxbury Bank Plc
Let's not forget to apply directly through the Oxbury Bank Plc website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Lead in Chester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Oxbury Bank Plc.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Oxbury Bank Plc. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Oxbury Bank Plc
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
