Principal Desktop Support Engineer Life feels better when you love your job… Here at Vanquis we do, and it is what we believe has contributed most to our success. Our business has grown so much since we started in 2002 and we've achieved this growth by encouraging our employees to put ideas forward, make decisions and constantly improve the service we provide for our customers. This is a fantastic opportunity where you will be vital within service operations as well as other IT teams while working across all elements of the Bank. You will be responsible for the day to day effective running of the Service Team include workload management. This role is crucial to the bank and you will be lead the initiative to delivery improvements and change while embracing a continuous learning culture. Key Skills: Minimum of 2 years’ experience of managing Service Desk and on-site desktop support service engineers (Previous Team Leader / Manager positions) Proven experience of working within with ITIL aligned processes Proven experience of delivering service improvements Sound technical knowledge and understanding of infrastructure and applications Sound knowledge and application of strict compliance and regulation Previous experience of working within a customer centric business Previous experience of supporting a Citrix environment Experience supporting Office 365 Demonstrable understanding/experience in working with an agility focus and product team construct Responsibilities include: The Principal Desktop Engineer will be the key role for delivering an exceptional level of support & service for Vanquis colleagues Responsibility for day to day effective running of the Service team (Providing Service Desk and On Site Support Services) to ensure required coverage to provide agreed services Identifies and takes the lead on opportunities to increase first time and first line fix rates Measure, analyse and manage Service team performance against SLAs and KPIs, working with the Service team to define appropriate course of action to address issues and continually improve team performance Maintains team shift rota Contribute to the definition of support models for providing Service Desk and On Site Services including VIP support and IT Facilities (Video Conferencing, AV and Office Printing) Review and maintain Service processes and standard operating procedures Ensure agreed documentation and regulatory requirements are adhered to within the Service team Contribute to the definition and delivery of the Service roadmap, driving a journey to service and technical excellence to provide good outcomes for our customers and colleagues Identify opportunities for improvement, efficiency and automation Responsible for Service team adherence of Service Management, Security and company process and governance Adhere to employee policies and processes are adhered to and team/line management responsibilities are conducted consistently including, but not limited to: 121s, Team Meetings, APRs, Staff Development, Sickness / Absence Management, Performance Management, Recruitment, Training / Development Plans and Skills Management Please note: Once the closing date has been reached we will review all CVs. Should we wish to progress your application we will contact you within four weeks of the closing date. If you do not hear from us within four weeks of the closing date, unfortunately, your application has been unsuccessful. On occasion, we identify alternative roles that may be suitable for applicants and therefore we may retain your CV for up to 6 months for this purpose. If you do not wish us to contact, you or hold your CV on file for 6 months please contact us. We welcome applications from every area of the community, regardless of age, gender, race, nationality, colour, ethnic origin, disability, sexuality, religion or beliefs, and believe that everyone should be treated fairly and consistently. We are TCF (Treating Customers Fairly) ambassadors and believe that everything we do as a company should benefit our customers.