Modern Workplace Tech Bar Lead

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.

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.

• 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 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.

• 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 of managing a team and mentoring colleagues.

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.

• 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!