Desktop Support Team Leader

BBVA

Job Location:

London - UK

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Excited to grow your career

BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121000 professionals working in multidisciplinary teams with profiles as diverse as financiers legal experts data scientists developers engineers and designers.

As part of the Engineering team the London IT Helpdesk provides support to users based in London.

About the job:

Job Description Summary

Act as Deputy to the Head of Desktop Support contributing to the effective organization performance and continuous improvement of the IT Helpdesk function. The role is responsible for coordinating day-to-day operations ensuring high service standards and supporting both business-as-usual (BAU) activities and project delivery. The position promotes a structured collaborative and customer-focused environment aligned with BBVAs corporate values.

Job Description

The Customer Comes First (Service Excellence):

Ensure the consistent delivery of high-quality IT support services to front-office and business users maintaining a strong focus on service reliability responsiveness and user experience. Promote a proactive and customer-oriented mindset within the team.

We Think Big (Innovation & Transformation):

Support the identification and implementation of process improvements and automation initiatives to enhance operational efficiency. Encourage the team to contribute to continuous improvement while maintaining service stability.

We Are One Team (Collaboration & Integrity):

Foster effective collaboration across infrastructure and support teams (Network Security Engineering) ensuring alignment and clear communication. Promote knowledge sharing and a cohesive team environment.

Operational Leadership & Team Coordination:

Act as Deputy to the Head of Desktop Support supporting team governance planning and decision-making processes.
Coordinate the daily activities of the team ensuring effective prioritization and alignment with business needs.
Monitor team performance against defined SLAs and KPIs ensuring consistent service delivery.
Support workload planning including shift coordination and capacity management to ensure appropriate coverage.
Contribute to the definition and continuous improvement of processes workflows and operational practices.
Provide regular updates on team activity risks and performance to management.

People Management & Development:

Support the development of team members through regular feedback coaching and mentoring.
Contribute to performance management processes including objective setting and periodic reviews.
Facilitate onboarding and integration of new team members.
Encourage a culture of accountability collaboration and continuous learning.
Support a positive team environment addressing challenges and promoting engagement.

BAU & Project Coordination:

Ensure the effective execution of BAU support activities maintaining stability and service continuity.
Support the coordination of team involvement in projects and initiatives ensuring alignment with priorities and timelines.
Track progress across activities and provide visibility to stakeholders.
Assist in balancing operational demands with project commitments.

Incident & Escalation Management:

Oversee the handling of incidents and escalations ensuring timely resolution and appropriate communication.
Provide guidance to the team on complex issues when required.
Support post-incident reviews and contribute to the identification of improvement actions.

Management Reporting & Governance:

Support the definition and monitoring of key performance indicators related to service delivery and team performance.
Contribute to regular reporting activities providing insights on trends risks and improvement opportunities.
Ensure adherence to BBVAs security policies regulatory requirements and internal standards.

What are we looking for

Technical Knowledge (Complementary):

Maintain a solid understanding of desktop support environments to effectively support the team.
Collaborate with internal teams and external providers when required.
Ensure alignment with established technical standards and best practices.

Additional Qualifications for Team Lead:

Experience: Proven experience in IT support environments with exposure to team coordination or leadership responsibilities
Organizational Skills: Strong ability to manage priorities structure workloads and ensure follow-up of activities.
Analytical Skills: Experience using ITSM tools (e.g. ServiceNow Jira) to monitor activity and support reporting.
Project Exposure: Experience supporting or coordinating project-related activities alongside BAU operations.
People Skills: Ability to support team development collaboration and engagement.
Communication: Strong interpersonal and stakeholder management skills.
Languages: Spanish is required.

Please note that priority will be given to candidates who are elegible to work in the UK.

Skills:

Accountability Collaborating Collaboration Communication Global Security Incident Management Key Performance Indicators (KPI) Maintaining Composure Performance Metrics Proactive Behavior Queue Management Root Cause Analysis (RCA) Security Standards Service Excellence Service Level Agreement (SLA) Standards Compliance Technical Issues Troubleshooting

Excited to grow your careerBBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121000 professionals working in multidisciplinary teams with profiles as diverse as financiers legal experts...