IT Service Desk Manager

About Finova

Finova is the UK’s largest mortgage and savings technology provider, powering one in every five mortgages across the country. Our agile, cloud-native solutions help over 60 banks, building societies, specialist lenders and equity release providers — plus a network of 2,400+ brokers — stay ahead of the market.

We offer a flexible, proven suite of software that covers the full customer journey — from mortgage and savings origination to servicing and CRM. Backed by an open architecture and a team with deep industry expertise, our platform is built to scale. Today, we process over £50 billion in loans each year, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

For Lenders Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently, and deliver standout digital experiences. You can run your entire mortgage and savings business on Finova — or just use the modules you need, tailored by our team or configured in-house through our low-code platform. Our solutions include:

• Lending – end-to-end mortgage and specialist lending software built for speed, flexibility, and scale.
• Decisioning – powerful tools for smarter, more personalised lending decisions.
• Servicing – intuitive workflows and automation to simplify day‑to‑day account management and customer servicing.
• Savings – configurable onboarding and customer engagement tools across all savings products.
• Intermediary Manager – broker relationship and compliance management, powered by real‑time external data.
• Broker  – fast, automated broker verification and compliance tracking using KYB, KYC, and live monitoring from public data sources.

Lenders use Finova to launch products faster, process applications up to 50% more efficiently, and reduce operational costs — all while staying fully compliant in a fast‑moving market.

We are seeking an experienced IT Service Desk Manager to lead and develop our global IT Helpdesk team, supporting analysts across Cheltenham, London, and India.

This role is pivotal in ensuring seamless IT support for a large software development and engineering community, maintaining high standards of service delivery aligned with ITIL best practices
.

The successful candidate will manage day‑to‑day operations of the service desk, oversee vendor relationships, and ensure efficient ticket flow and resolution. They will also play a key role in implementing robust access management
, Joiner‑Mover‑Leaver (JML) processes,
asset registers
, change management, and role‑based access control (RBAC), alongside reporting frameworks.

This position will operate within a hybrid workspace environment
, supporting both Google Workspace and Microsoft tooling
, with flexibility to adapt as the organisation evolves. The role requires experience in rolling out tools and managing projects in this space, with a strong focus on continuous improvement, automation, and responsible use and control of AI
.

• Team Leadership & Coaching
  • Lead, mentor, and develop IT Helpdesk Analysts across multiple locations.
  • Foster a culture of continuous improvement and customer‑centric service.
• Service Desk Operations
  • Ensure ticket queues are managed effectively with clear SLAs and escalation paths.
  • Maintain comprehensive documentation and adherence to ITIL standards.
  • Implement and monitor reporting dashboards for performance and compliance.
• Vendor Management
  • Manage relationships with third‑party vendors to ensure timely resolution of escalated issues.
  • Negotiate and monitor service agreements to maintain quality and cost‑effectiveness.
• Technology Support & Rollout
  • Support and champion Google Workspace and Microsoft tooling, ensuring smooth integration in a hybrid environment.
  • Lead projects for tool rollouts and manage change effectively across the organisation.
  • Oversee management of software development licences and tools used by engineering teams.
• Access Management & Security
  • Implement and maintain strong access control processes, including JML lifecycle management, asset registers, and RBAC.
  • Collaborate with the Head of IT and Security to ensure…