JOB TITLE: Modern Workplace Tech Bar Lead
LOCATION: John Street, Cardiff - with flexibility to support other close locations as the need arises.
HOURS: Full-time- 35 hours a week covering the business from 08:30 to 17:00, Monday to Friday.
WORKING PATTERN: 5 days a week on-site. The role is primarily based in John Street with flexibility for other close locations as the need arises.
About this opportunity…
An excellent opportunity has arisen to join our Modern Workplace Platform, specifically in leading our Cardiff Tech Bar. We support approximately 100k colleagues across the group, helping colleagues with the tools and technology they need to enable them to do their best work, wherever and however they choose to work. This is a full-time role located at our Cardiff Tech Bar, at John Street where the work will involve spending 5 days a week on-site with flexibility to manage other close locations as the need arises. This is a role that requires you to be not only technically skilled but also demands strong logistic skills in managing our Cardiff Tech Bar and the underlying processes that allows it to run smoothly.
About us…
We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.
What you’ll do…
Deliver outstanding customer service and technical assistance.
Act as a point of technical expertise within your Tech Bar hub location.
Train and mentor junior IT staff on technical support and best practices.
Support day-to-day management of your Tech Bar team, ensuring SLAs and important metrics are met.
Utilise ServiceNow to analyse impact of the Tech Bar service, ensure all TB services are correctly processed, and any local procedures are adhered to.
Identify and address service gaps or process inefficiencies, collaborating with line management and other TB leads on implementing improvements.
Effectively communicate (both verbally and in writing) with customers and technical teams
What you’ll need…
Experience of working on an enterprise-scale Technical Support desk, ideally face to face.
Knowledge of Microsoft Entra ID & Microsoft Intune (Endpoint Manager).
Ability to work independently and as part of a team
In-depth knowledge of Windows 11 OS
Hands-on experience supporting Apple OS
Knowledge and troubleshooting experience of Microsoft 365
Previous use of ServiceNow for incident management
Knowledge of Smartphone technology (Samsung/iPhone), especially with regards to Mobile Application Manager and Microsoft Authenticator
Experience with JAMF, the chosen MDM solution for Apple devices
Knowledge of ITIL or other IT service management frameworks
Experience in supporting colleagues in the office
Experience of managing a team and mentoring colleagues
About working for us…
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
We also offer a wide-ranging benefits package, which includes…
A generous pension contribution of up to 15%
An annual bonus award, subject to Group performance
Share schemes including free shares
Benefits you can adapt to your lifestyle, such as discounted shopping
28 days’ holiday, with bank holidays on top
A range of wellbeing initiatives and generous parental leave policies
Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!