IT Service Desk Team Leader at Paragon Banking Group Plc in Solihull, England, United Kingdom | Kablio

Role

Description

incident management

security

ticket queue

automation

team development

Manage high priority incidents whilst putting security at the forefront.
Managing employee goals and objectives, offering necessary support and development
Champion a culture of service excellence, accountability and continuous learning within the team.
Manage ticket and call queues to ensure all work is carried out in a timely manner and with robust triage
Proactively seek and implement opportunities for automation and efficiency

Requirements

service improvements

pressure handling

automation

service desk

flexibility

deadlines

Proven ability to proactively identify and implement service improvements
The ability of working under pressure, taking the initiative, and prioritising both their own and others' workloads
Interest and experience in automation of IT service desk processes
A flexible approach is required, with the ability to deliver results within tight deadlines when necessary

Benefits

Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment
Profit Related Pay: We share some of our annual profit with our eligible employees
Volunteering Day: Contribute to causes you care about with one volunteering day per year
Pension Plan: We contribute up to 10% of your annual salary towards your pension
Life Assurance and Personal Accident Cover
Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

no visa sponsorship offered; candidates must have right to work in the uk.

Security clearance

Information not given or found

Company

Overview

1985-founded

Year Established

Operates since 1985 as National Home Loans Corporation.

FTSE 250-listed

Market Ranking

A fully integrated specialist bank listed on the FTSE 250.

£15B in loans

Managed Assets

Manages over £15 billion in loans across its lending segments.

£1.3B revenue

Annual Revenue

Reported over £1.3 billion in revenue in 2024.

Operates through two main segments: mortgage lending (primarily buy‑to‑let) and commercial lending including motor, development, SME and structured finance.
Has built a strong pipeline in buy‑to‑let and property development finance, recently driving notable loan growth.
Notable for limited motor finance exposure amidst broader sector risks, highlighting its prudent risk management.
Strong digital push with initiatives like the Spring savings app and enhanced buy‑to‑let mortgage platforms.

Culture + Values

To work together to ensure good outcomes for all our customers
To maintain the highest standards and deliver our products and services with care and accuracy
To be honest and open in everything we do
To ensure we have fun while achieving success!
To drive the business forward with determination and to do so with effort and enthusiasm
To identify and create new business opportunities and apply creative and effective solutions to problems
To work in harmony and collectively towards the delivery of our overall objective
To treat people as individuals and listen to their views

Environment + Sustainability

48% emissions reduction

Operational Emissions Reduction

Committed to reducing operational market-based emissions by 48% compared to the 2019 baseline by 2024.

95% renewable electricity

Renewable Energy Usage

95% of electricity is sourced from renewable sources, significantly reducing the carbon footprint of operations.

53.4% green lending

Sustainable Mortgage Lending

53.4% of new mortgage lending in 2024 was allocated to EPC-rated A–C properties, promoting energy efficiency.

£300M green funding

Green Homes Initiative Funding

Increased funding to £300 million in 2024 to support green initiatives, fostering sustainable living and energy efficiency.

Joined Bankers for Net Zero and committed to be net zero across operational footprint by 2030.
SME division funds green assets including solar panels, wind turbines, EV charging, heat pumps, and energy storage.
Issued £150 million Tier 2 Green Bond in March 2021 to finance EPC A–B residential real estate.
No environmental prosecutions or fines to date.

Inclusion & Diversity

40% Female

Senior Management Target

Aiming for 40% female representation in senior roles by 2025, up from 35% in 2022.

5% Minority

Senior Management Diversity

Targeting at least 5% representation from ethnic minority backgrounds in senior roles by 2027.

Established EDI Network in 2020 to support diverse talent and build inclusive workforce
Signed Race at Work Charter principles including board-level commitment and ethnicity data capture
Accredited Disability Confident employer: inclusive recruitment, interview, adjustments and support
Launched cross-company mentoring via 30% Club; founding member of Progress Together for socio‑economic diversity
Published annual Gender Pay Gap Report; no indication of unequal pay in similar roles, but men in higher-paid roles highlighted
Annual data collection on age, gender, ethnicity, sexual orientation, religion and disability to monitor diversity progress

Articles

Role

Description

incident management

security

ticket queue

automation

team development

Manage high priority incidents whilst putting security at the forefront.
Managing employee goals and objectives, offering necessary support and development
Champion a culture of service excellence, accountability and continuous learning within the team.
Manage ticket and call queues to ensure all work is carried out in a timely manner and with robust triage
Proactively seek and implement opportunities for automation and efficiency

Requirements

service improvements

pressure handling

automation

service desk

flexibility

deadlines

Proven ability to proactively identify and implement service improvements
The ability of working under pressure, taking the initiative, and prioritising both their own and others' workloads
Interest and experience in automation of IT service desk processes
A flexible approach is required, with the ability to deliver results within tight deadlines when necessary

Benefits

Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment
Profit Related Pay: We share some of our annual profit with our eligible employees
Volunteering Day: Contribute to causes you care about with one volunteering day per year
Pension Plan: We contribute up to 10% of your annual salary towards your pension
Life Assurance and Personal Accident Cover
Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

no visa sponsorship offered; candidates must have right to work in the uk.

Security clearance

Information not given or found

Company

Overview

1985-founded

Year Established

Operates since 1985 as National Home Loans Corporation.

FTSE 250-listed

Market Ranking

A fully integrated specialist bank listed on the FTSE 250.

£15B in loans

Managed Assets

Manages over £15 billion in loans across its lending segments.

£1.3B revenue

Annual Revenue

Reported over £1.3 billion in revenue in 2024.

Operates through two main segments: mortgage lending (primarily buy‑to‑let) and commercial lending including motor, development, SME and structured finance.
Has built a strong pipeline in buy‑to‑let and property development finance, recently driving notable loan growth.
Notable for limited motor finance exposure amidst broader sector risks, highlighting its prudent risk management.
Strong digital push with initiatives like the Spring savings app and enhanced buy‑to‑let mortgage platforms.

Culture + Values

To work together to ensure good outcomes for all our customers
To maintain the highest standards and deliver our products and services with care and accuracy
To be honest and open in everything we do
To ensure we have fun while achieving success!
To drive the business forward with determination and to do so with effort and enthusiasm
To identify and create new business opportunities and apply creative and effective solutions to problems
To work in harmony and collectively towards the delivery of our overall objective
To treat people as individuals and listen to their views

Environment + Sustainability

48% emissions reduction

Operational Emissions Reduction

Committed to reducing operational market-based emissions by 48% compared to the 2019 baseline by 2024.

95% renewable electricity

Renewable Energy Usage

95% of electricity is sourced from renewable sources, significantly reducing the carbon footprint of operations.

53.4% green lending

Sustainable Mortgage Lending

53.4% of new mortgage lending in 2024 was allocated to EPC-rated A–C properties, promoting energy efficiency.

£300M green funding

Green Homes Initiative Funding

Increased funding to £300 million in 2024 to support green initiatives, fostering sustainable living and energy efficiency.

Joined Bankers for Net Zero and committed to be net zero across operational footprint by 2030.
SME division funds green assets including solar panels, wind turbines, EV charging, heat pumps, and energy storage.
Issued £150 million Tier 2 Green Bond in March 2021 to finance EPC A–B residential real estate.
No environmental prosecutions or fines to date.

Inclusion & Diversity

40% Female

Senior Management Target

Aiming for 40% female representation in senior roles by 2025, up from 35% in 2022.

5% Minority

Senior Management Diversity

Targeting at least 5% representation from ethnic minority backgrounds in senior roles by 2027.

Established EDI Network in 2020 to support diverse talent and build inclusive workforce
Signed Race at Work Charter principles including board-level commitment and ethnicity data capture
Accredited Disability Confident employer: inclusive recruitment, interview, adjustments and support
Launched cross-company mentoring via 30% Club; founding member of Progress Together for socio‑economic diversity
Published annual Gender Pay Gap Report; no indication of unequal pay in similar roles, but men in higher-paid roles highlighted
Annual data collection on age, gender, ethnicity, sexual orientation, religion and disability to monitor diversity progress

Articles