IT Service Centre Team Leader

2 days ago


Coventry, United Kingdom thefutureworks Full time

The Coventry University Group has undertaken an evolutionary transformation. Our focus on growth and continuous improvement in teaching, learning, research and internationalisation has seen the University rise rapidly in both the Guardian University Guide and in The Times Higher Education rankings.

Building on our success, the Digital Services strategy highlights the strategic priorities for enhancing our education and student experience, our research, our role as a global University and our enterprise and innovation drive. Our recent transformation for Digital Services at Coventry University has been designed to support these initiatives and provide an exciting and positive challenge for those who join the team. As one of Coventry's biggest employers, we offer unparalleled opportunities within the organisation for career development and a competitive benefits package including pension schemes, holiday allowances, flexible working, a childcare vouchers scheme, great training, personal and professional development and discounted membership to the University's bespoke £4m sport and recreation centre.

**Role Purpose**:
**Person Specification**:
As a Digital Service Centre Team Leader, your main responsibilities will be:

- Responsible to ensure the people resource is in place for the Service Centre team to meet the needs of the customers. Manage day to day operations of the teams deploying additional resource and support where needed within budget
- Management ability in event of a major incident or service failure in line with the process
- Maintain developments in the field of Digital Service Centre systems and make recommendations on service improvements
- Actively reviews, manages and monitors the IT Service Management tool for new incidents and service requests and process based on priority and urgency
- Assists wider team members with the planning, installation, and configuration of audio visual, computing, networking equipment and software in the University teaching facilities
- Ensure team is upskilled to provide a first and second line support on new products/services
- Responsible for inductions, demonstrations and advice to customers using ICT facilities both hardware and software based
- Ensures adherence to incidents according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Ensures remedial follow up action is taken following resolution of incidents
- Manage team to analyse current trends and develop ideas to implement regular pro-active service improvements using DevOps Agile methodology

Skills and experience required for the role:

- Previous Team Leader experience within IT
- Demonstrates an organised approach to work where processes are scrutinised for efficiency
- Good customer service skills
- Process orientated
- Team player
- Confident
- Knowledge of ITIL functions
- DevOps Agile experience (preferable)

Hours:
5 day working week - may include some weekend work as needed

**Job Types**: Full-time, Permanent

**Salary**: £30,010.00-£44,597.00 per year

**Benefits**:

- Company pension
- Work from home
Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
Reference ID: 24136



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