IT Service Desk Team Leader IND

Job Description  

Job Title:

Team Leader – IT ServiceDesk

Department:

 IT- Service Desk

Line Manager’s Job Title:

Manager – IT Service desk

Location:

OSB India Pvt. Ltd. Bangalore

Version Date:

06/07/2026

1. About OneSavings Bank plc

OneSavings Bank plc (OSB) the specialist lending and retail savings group began trading as a bank on 1 February 2011 and was admitted to the main market of the London Stock Exchange in June 2014 (OSB.L). OSB joined the FTSE 250 index in June 2015.

The Group, which is headquartered in Chatham, Kent OSB is authorised by the Prudential Regulation Authority, part of the Bank of England, and regulated by the Financial Conduct Authority and Prudential Regulation Authority.

OSB primarily targets underserved market sub-sectors that offer high growth potential and attractive risk-adjusted returns in which it can take a leading position and where it has established expertise, platforms and capabilities.  These include private rented sector Buy-to-Let, commercial and semi-commercial mortgages, residential development finance, bespoke and specialist residential lending and secured funding lines. It is differentiated through its use of high skilled, bespoke underwriting and efficient operating model. OSB lends through the Kent Reliance, InterBay Commercial, Prestige Finance and Heritable Development Finance brands, originating organically through specialist brokers and independent financial advisers. 

OSB is predominantly funded by retail savings originated through the long established Kent Reliance name, which includes online and postal channels, as well as a network of branches in the South East of England. Diversification of funding is currently provided by participation in the Funding for Lending Scheme and access to a securitisation programme. The majority of the Group’s administrative support functions are performed by its wholly owned OSB India operation, based in Bangalore, India

1. About OSB India Pvt Ltd

OSB India is an offshore subsidiary of OneSavings Bank Group plc. the UK based Challenger Bank. OSB India was incorporated in 2004 as a key part of the OneSavings Bank business strategy to provide operational service support.

OSB India works with the Bank’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSB India also prides itself for offering operational excellence by devising and utilizing process improvements and functional efficiencies.

1. Job Purpose

The IT Service Desk Team Leader is a key leadership role responsible for overseeing the day-to-day operations of the IT Service Desk. This role involves leading and guiding the service desk team to provide exceptional IT support, ensuring the resolution of incidents and service requests, and promoting a customer-centric approach. The Team Leader will be proficient in MS Office tools and excel in Major Incident Management, demonstrating strong leadership skills to foster a high-performing and responsive service desk team.

1. Core Responsibilities

Team Management:

• Lead, mentor, and guide the ServiceDesk team members to achieve service excellence.
• Establish clear objectives, provide regular feedback, and conduct performance reviews, Foster a positive and productive team culture.

Incident and Request Management:

• Oversee the handling of end user incidents, service requests, and escalations and Ensure incidents are logged, prioritized and resolved within defined SLAs.
• Coordinate with team members to ensure a timely and accurate response to end users' issues.

Resource Allocation:

• Assign and distribute work among team members based on skills and availability.

• Manage team schedules to ensure 24/7 coverage and address peak workloads.

 Technical Support:

• Provide technical expertise and support for complex incidents and requests.

• Collaborate with team members to troubleshoot and resolve IT issues effectively.

Reporting and Analysis:

• Analyse data to identify areas for improvement and implement proactive measures.

• Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements.

ServiceNow Tool Expertise:

• Demonstrate a high level of proficiency in ServiceNow, with the ability to create, automate and maintain reports and dashboards for monitoring team performance and incident management.

• Utilize ServiceNow as an administrator to manage system configurations, users and workflows efficiently

Training and Development:

• Identify training needs for team members and facilitate professional development.

• Promote knowledge sharing and continuous learning within the team.

•Training of new members of the team

Security and Compliance:

• Ensure that team members adhere to IT security policies and practices.

• Monitor and address security-related concerns and access control.

Vendor and Stakeholder Interaction:

• Collaborate with vendors and external service providers to resolve technical issues.

• Liaise with internal stakeholders to address IT-related requirements.

Problem Management:

• Lead the analysis of recurring IT issues and implement long-term solutions for ServiceDesk tickets.

• Identify trends and root causes of problems to improve service quality for ServiceDesk team.

 Audit Reports:

• Manage the preparation and compilation of internal and external audit reports related to IT service desk activities and processes.

• Collaborate with the Risk Assurance team to address any findings and implement corrective actions as necessary.

Documentation and Knowledge Management:

• Maintain accurate records of incidents, service requests, and resolutions.

• Contribute to the creation and maintenance of a knowledge base, including FAQs and troubleshooting guides

• Develop and maintain standard operating procedures (SOPs) to ensure consistent and efficient IT service desk operations.

• Collaborate with team members to document best practices and ensure that procedures are updated as needed.

24/7 Team Support:

• Ensure 24/7 availability for team members, offering support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.

• Develop and manage an on-call r