Modern Workplace Tech Bar Lead D

Job Title

Modern Workplace Tech Bar Lead

£44,901 - £49,890

John Street, Cardiff (with flexibility to support other close locations as needed)

Full‑time – 35 hours a week, Monday to Friday, 08:30 to 17:00

5 days a week on site.

We support approximately 100k colleagues across the group, helping them with the tools and technology they need to enable them to do their best work, wherever and however they choose to work. This role is based at our Cardiff Tech Bar on John Street, with flexibility to manage other close locations as required.

• 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 Service Now to analyse the impact of the Tech Bar service, ensure all TB services are correctly processed, and that 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.

• Experience of working on an enterprise‑scale Technical Support desk, ideally face‑to‑face.
• Knowledge of Microsoft Entra  & 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 Service Now 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 managing a team and mentoring colleagues.

• Generous pension contribution of up to 15%
• Annual bonus award, subject to Group performance
• Share schemes, including free shares
• Benefits that can adapt to your lifestyle, such as discounted shopping
• 28 days holiday, with bank holidays on top
• Range of wellbeing initiatives
• Generous parental leave policies

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. We especially welcome applications from under‑represented groups. We’re disability confident. If you’d like reasonable adjustments to be made to our recruitment processes, just let us know.