Service Desk Team Leader- Fixed Term Contract (until 31 July 2026)

We are excited to offer an opportunity within our IT Services department for a Service Desk Team Leader on a fixed-term basis. In this role, you will play a pivotal part in delivering exceptional IT support while managing and developing a team during a period of organisational change. About IT Services: IT Services is a key department that ensures the University has robust, reliable, and high-performing IT systems to support the unique needs of those engaged in teaching, learning, research, and administration. As a Service Desk Team Leader, you will oversee daily operations and implement best practices to enhance service quality and efficiency., This role provides the opportunity to make a significant impact within the central IT Service Desk by leading a group of dedicated professionals focused on delivering high-quality support. You will play a critical role in shaping the customer experience, enhancing operational efficiency, and driving continuous service improvements in a dynamic and supportive environment. As a Service Desk Team Leader, you will:

• Line-manage a team of Service Desk Analysts (SDAs)
• Oversee customer support and issue resolution
• Take part in service delivery and have ownership over quality assurance
• Contribute to service improvement and change management
• Maintain service standards and best practices
  
  To excel in this crucial role, you should be someone who:
• Has a background in IT support, effective communication skills, and the ability to support staff to drive customer satisfaction through consistent and effective incident management.
• Is a role model: fostering collaboration, providing coaching and mentoring, and identifying growth opportunities for team members.
• Has a continuous improvement ethos and is driven to developing a customer-centric service culture.
• Demonstrates active listening skills, with expertise in conflict resolution and problem-solving.
• Is based in or around Oxford, with the flexibility to work in a hybrid model that supports a healthy work-life balance.
  
  At the University of Oxford, we prioritise our employees' wellbeing. We offer a range of benefits, including:
• 30 days of annual leave (plus the 8 public holidays)
• Extensive personal and professional development plans and opportunities to foster growth
• A comprehensive range of childcare services
• An excellent contributory pension scheme
• Subsidised membership of the University Sports Centre
• Bicycle loan, repair and purchasing schemes
• Discounted bus & train passes schemes and Season Ticket travel loans
• Car benefit scheme for electric and ultra-low emissions vehicles
• The University hosts a wide array of social groups and sports clubs, making your experience here about much more than just work