Stonebridge Group - Mortgage & Insurance Network

At Stonebridge, technology is a critical enabler of our business. Supporting over 200 employees, we rely on secure, resilient, and effective technology services to keep our people productive and deliver excellent customer service. We're looking for an IT Support Team Leader to oversee our Internal IT Support team, providing day-to-day leadership for first and second-line support while ensuring a high-quality support experience for colleagues across the business. Reporting to the IT Operations Manager, this role offers the opportunity to lead a business-critical support team, develop your technical and leadership skills, and play a key role in driving service improvements across the organisation. The Opportunity You'll lead a team responsible for delivering responsive, customer-focused IT support to employees across Stonebridge. Acting as the primary escalation point for more complex issues, you'll ensure incidents and service requests are managed efficiently while maintaining a strong focus on customer satisfaction. Working closely with Infrastructure, Security, Product, and third-party providers, you'll help improve support processes, promote best practice, and ensure support services continue to evolve alongside the needs of the business. This is an ideal opportunity for an experienced Senior Service Desk Analyst, 2nd Line Engineer, or Team Leader looking to further develop their leadership career. What You'll Be Doing Leading and supporting the day-to-day activities of the IT Support team. Managing workload distribution and ensuring tickets are prioritised effectively. Providing guidance, coaching, and technical support to team members. Acting as an escalation point for complex incidents and service requests. Monitoring team performance and helping to maintain high levels of customer satisfaction. Ensuring support services remain professional, responsive, and customer-focused. Managing the resolution of incidents and service requests within agreed service levels. Coordinating responses to priority incidents and ensuring timely communication to stakeholders. Assisting with root cause analysis and the identification of recurring issues. Escalating issues where appropriate to Infrastructure, Security, Applications, or third-party suppliers. Supporting problem management activities to improve service stability. Identifying opportunities to improve support processes, documentation, and user experience. Contributing to service improvement initiatives and operational efficiencies. Promoting knowledge sharing and maintaining support documentation and knowledge articles. Supporting the adoption of ITIL-aligned support practices. Customer Experience Building positive relationships with colleagues across the business. Ensuring users receive clear, professional, and timely communication. Gathering feedback and helping drive improvements to service quality. Championing a customer-first approach within the support team. Change & Project Support Supporting the delivery of IT projects and technology upgrades. Assisting with service transition activities for new systems and services. Ensuring support documentation and training materials are produced and maintained. Supporting change and release activities from an operational perspective. What You'll Bring Technical & Leadership Experience Previous experience in a Service Desk, IT Support, End User Computing, or 2nd Line Support role. Experience supervising, mentoring, or leading technical support colleagues. Strong troubleshooting and problem-solving skills across Microsoft technologies. Experience working within an ITIL-aligned support environment. Good understanding of Incident, Request, Problem, and Change Management processes. Strong organisational and communication skills. A customer-focused approach with a passion for delivering great service. Technical Environment You'll ideally have experience with: Microsoft 365 Windows 10/11 Endpoint Management solutions Active Directory / Entra ID Identity and Access Management ITSM Platforms (e.g. ManageEngine ServiceDesk Plus) Core networking and infrastructure concepts Security and compliance best practices Bonus Points If You Have Experience in a Team Leader or Senior Support role. Experience within financial services or another regulated environment. Experience supporting Microsoft Intune and endpoint management solutions. Experience working with third-party support providers. Exposure to cyber security and compliance initiatives. Why Stonebridge? You'll be joining a business where technology has a genuine seat at the table and where service improvement, innovation, and customer experience are valued. We offer Competitive salary and performance-related bonus 25 days holiday plus your birthday off Additional holiday for length of service Free breakfast, lunch, snacks, and drinks in the office Enhanced pension options Wellbeing and employee assistance programmes Salary sacrifice benefits Retail discounts and referral bonuses Death in service and critical illness cover Interested? If you are an experienced Senior Service Desk Analyst, 2nd Line Engineer, or Team Leader who enjoys building great teams, improving services, solving complex operational challenges, and creating exceptional user experiences, we'd love to hear from you.

Stonebridge Group - Mortgage & Insurance Network is seeking an IT Support Team Leader to oversee our Internal IT Support team, delivering day-to-day leadership for first and second-line support across the business. Reporting to the IT Operations Manager, you will drive service improvements, mentor staff, manage incidents, and ensure high customer satisfaction while aligning with ITIL-aligned practices.

At Stonebridge Mortgage Solutions, we're expanding our IT Services function and are looking for a Partner Support Consultant who is passionate about delivering high quality support, building strong relationships, and helping users get the most from our platforms and systems. About Us Stonebridge Mortgage Solutions is one of the UK's leading mortgage and protection networks, supporting over 1,300 advisers and more than 600 partner firms nationwide. We deliver exceptional service, secure technology, and operational support that empower our advisers and appointed representatives to thrive. We believe great work deserves great rewards. Our successful candidate will enjoy: Great company culture built on openness, collaboration, and support Competitive salary and performance related bonus (non contractual) 22 days annual leave plus your birthday off, and up to 3 additional days for length of service Company pension with optional matched contributions up to 1.5% Hybrid working with flexibility to work from home Free breakfast, lunch, snacks, and drinks when working in the office 2 volunteering days and 1 team volunteering day each year 2 half days of paid 'me time' to support mental and physical wellbeing Employee engagement activities, recognition schemes, and retail discounts Salary sacrifice schemes (home tech, cycle to work, pension) Gym subsidy, company sick pay, and EAP support Option to buy up to 5 extra days' holiday £500 employee referral scheme Death in service cover and critical illness insurance About the Role As a Partner Support Consultant, you'll be the first point of contact for our Appointed Representatives (Mortgage Brokers), providing prompt, accurate, and professional support across telephone, webchat, and email. You'll manage your own workload, resolve incidents and service requests, and play a key role in maintaining service excellence across our network. Working in a fast paced, ITIL aligned environment, you'll help ensure our partners receive the outstanding support they expect from Stonebridge. What You'll Be Doing Delivering high quality support across phone, webchat, and ticketing channels Troubleshooting platform, access, and system issues Managing and prioritising incidents and service requests to meet SLAs Handling complex queries and supporting escalations Ensuring clear, professional communication with users and internal teams Maintaining accurate ticket documentation and following ITIL aligned processes Identifying recurring issues and contributing to service improvements Supporting incident and problem management, including root cause analysis Creating and maintaining knowledge articles and user guides Assisting with UAT and release testing Contributing to operational reporting and service performance insights What We're Looking For Experience in a fast paced, ITIL aligned IT support environment Background in service desk, helpdesk, or application support Strong troubleshooting and problem solving skills Excellent communication across phone, webchat, and email Ability to prioritise effectively and manage competing demands High attention to detail and strong documentation skills Ability to work independently while contributing to a collaborative team Able to fully satisfy the pre employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctionsand DBS checks Experience in financial services or a regulated environment Familiarity with ManageEngine ServiceDesk Plus or similar tools Understanding of ITIL Foundation principles Experience supporting software platforms used by mortgage or financial adviser networks