Technical Support Manager

7 days ago


Oxford, Oxfordshire, United Kingdom University of Oxford Full time
Job Description

We are seeking a highly skilled and experienced IT Service Desk Team Leader to join our team at the University of Oxford. As a key member of our IT department, you will be responsible for leading and managing a team of IT professionals, ensuring the delivery of high-quality technical support and exceptional customer service to our diverse community.

Key Responsibilities:
  • Team Leadership: Oversee the daily operations of the IT Service Desk, including workload planning, rota management, and the coordination of urgent or complex support issues.
  • Service Delivery: Lead, manage, and motivate the 1st Line IT team, as well as support the broader AV/IT department, ensuring performance aligns with agreed objectives and standards.
  • Issue Resolution: Act as an escalation point for service issues, taking ownership of improvements and ensuring timely resolution.
  • Reporting and Analysis: Produce and present regular reports on team performance and KPIs, and lead service review meetings with departments.
  • Continuous Improvement: Drive continual service improvement by analyzing support tickets, identifying trends, and contributing to the Knowledge Management Platform.
Requirements:
  • Strong knowledge of the ITIL Framework and experience with service desk tools and technologies like ITSM and remote access.
  • Customer-service oriented, with excellent problem-solving abilities and the capability to work well under pressure.
  • Solid planning and organizational skills, as well as experience in 1st or 2nd line IT support.
Benefits:
  • Generous holiday allowance of 38 days including bank holidays.
  • Membership of the Oxford staff pension scheme.
  • Discounted bus travel.
  • Subsidized onsite catering.
  • Cycle loan scheme.
  • Plus, many other University benefits.


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