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IT Service Desk Team Leader

2 months 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.
  • Team Management: 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.
  • Service Improvement: 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 analysing support tickets, identifying trends, and contributing to the Knowledge Management Platform.
Requirements:
  • Strong knowledge of the ITIL Framework
  • Experience with service desk tools and technologies like ITSM and remote access
  • Customer-service oriented with excellent problem-solving abilities
  • Ability to work well under pressure
  • Solid planning and organisational skills
  • 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
  • Subsidised onsite catering
  • Cycle loan scheme
  • Plus, many other University benefits