Technical Team Lead

4 weeks ago

London, Greater London, United Kingdom University of Bristol Full time
Job Title: Technical Team Lead

We are seeking a highly skilled Technical Team Lead to join our IT Services division at the University of Bristol. As a key member of our team, you will be responsible for overseeing the delivery of our 2nd line (Desktop) support services, including the line management of Desktop Support Engineers.

Key Responsibilities:
  • Ensure timely response, assignment, and resolution of incidents and service requests through daily huddles and escalation processes.
  • Oversee resources in a shared pool dedicated to supporting the University's desktop computing environment, collaborating closely with management and fellow Team Leaders to ensure uninterrupted support during peak demand periods.
  • Lead a team offering 1st and 2nd line support and assistance for specialised spaces, computing, and other specialist configuration items.
  • Act as a point of escalation, ensuring rapid handling of issues and capturing lessons learned.
  • Drive and develop technical skills of the teams through personal development plans and skills matrices.
  • Monitor SLA and KPI performance, identifying trends and areas for improvement, and working with colleagues to deliver improvements.
  • Champion best practices, share knowledge, and expertise to improve the overall maturity of the operation.
  • Provide leadership and direction to the team, including recruitment, appraisal, development, and performance management of staff.
  • Establish and maintain customer service standards, monitor performance, and assist in resolving escalated complaints.
  • Produce regular statistics and management reports to demonstrate service and team performance.
  • Leverage comprehensive technical expertise to contribute to knowledge sharing initiatives.
  • Lead on delegated process improvement initiatives and participate in wider projects impacting across IT Services.
Requirements:
  • A degree in IT/computing, plus hands-on experience in a desktop support role, including audio-visual, unified communications, and mobile devices.
  • Proven experience in managing a team to deliver a customer-centric service.
  • Experience of coaching, training, and supporting colleagues to resolve end-users' issues and build technical expertise.
  • Excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role.
  • Strong technical knowledge of hardware components, operating systems, and software applications.
  • Familiarity with IT service management (ITSM) tools and ticketing systems.
  • Excellent interpersonal and customer service skills with the ability to tactfully resolve customer complaints.
  • Ability to work independently and as part of a team.
  • Ability to work prioritise and plan own and others' workloads, utilising relevant data and analytics to achieve deadlines and overall service aims.

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