Payments & Banking Team Leader

SThree are pleased to announce we're recruiting for a talented Payment and Banking Team Lead to join our excellent team in our office based in Cadworks Office, Glasgow on a permanent basis.

The Payment/Banking Team Leader role is responsible for ensuring all payments across all SThree Regions are made timely and accurately from accounts payment non-trade, employee expenses, manual payments, and payroll, working to ensure the highest quality process is in place. Any rejected or refunded payments are captured and worked to an end resolution. Working to ensure effective controls are maintained, implementing a continuous improvement process.

About us: SThree is the global STEM-specialist talent partner that connects sought-after specialists in life sciences, technology, engineering and mathematics with innovative organisations across the world. We are the number one destination for talent in the best STEM markets: Recruiting highly skilled professionals and discovering life-changing jobs for the unsung heroes who will positively shape our future.

What are the day-to-day tasks?

• Providing 1st and 2nd line support for all IT products and services.
• Proactively taking ownership of Technology Support issues as they relate to specific sites as defined by the Service Delivery Manager.
• Answer inbound calls, live chat, and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner.
• Be responsible for end-to-end ownership of incidents throughout their lifecycle.
• Ownership of Desktop equipment (Laptops and peripherals), Video Conferencing, Audio Visual and Telephony issues in regional sites either through active engagement with third party vendors or by travelling when required.
• Escalating problems to internal and external 3rd level support (other Group Technology resources and 3rd party suppliers).
• Providing liaison between the regional customers and Group Technology, with the twin aims of ensuring that Group Technology understands the customers' needs and concerns, and that the customers understand Group Technology's plans.
• Identify opportunities to improve the knowledge within the Service Delivery Team to increase the rate of first contact resolution and self-support materials available to end users.
• Ownership of asset management process in region (complying with group wide approach).
• Role may involve work outside of core hours including when travelling to other UK Offices.
• Working in collaboration with regional service delivery colleagues to identify trends/patterns in problem management and to work collaboratively to resolve these.
• Follow documented procedures to manage secure access to IT systems for starters, leavers, and internal staffing changes.
• Efficiently and effectively investigate, diagnose, progress and action all operational events, alerts, and incidents to the agreed target, ensuring that issues are escalated where appropriate, communicated and recorded.
• Maintain operation logs on all events, warnings and alerts, as well as recording and classifying all messages.
• Ensure that all routine housekeeping tasks are completed on all operational infrastructure and IT services in a timely manner.
• Liaise with 3rd party suppliers for escalation of production issues.
• Involvement in office setup, refurbishment and retirement of legacy technology.
• Responsible for local office delivery projects as directed by the Service Delivery Manager.

What skills and knowledge are we looking for?

• Demonstrate expertise in current server and desktop operating systems, wide-area and local-area networking, the Internet and telephony and video conferencing communications i.e. Microsoft Teams/O365.
• Mobile and Laptop device management including Intune.
• Cisco routers and switches would be an advantage although not critical.
• Experience with Microsoft Power Platform advantageous but not critical.
• Proven experience in a corporate technology environment.
• Degree qualified in a Technology/Technology discipline (preferred).

Benefits for our U.K. teams include:

• The choice to work flexibly from home and the office, in line with our hybrid working principles.
• Bonus linked to company and personal performance.
• Generous 28 days holiday allowance, plus public holidays.
• Annual leave purchase scheme.
• Five days paid Caregiver/Dependant leave per annum.
• Five paid days off per year for volunteering.
• Private healthcare, discounted dental insurance and health care cashback scheme.
• Opportunity to participate in the company share scheme.
• Access to a range of retail discounts and savings.

What we stand for: We're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable, and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected. If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.