SUPP111539

Within the University, our IT Services division is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University. As part of this journey, we are looking for a team leader to join the End-User Service Support team in overseeing the delivery of our 2^nd line (Desktop) support services. This will include the line management of the University's Desktop Support Engineers responsible for providing high-quality end-user support (encompassing both remote assistance and on-site support) for our standard Desktop estate and the University's specialised spaces and equipment - e.g. Linux and Windows workstations with custom configurations, EPOS, PC-controlled scientific devices (e.g. Microscopes), IoT devices etc. The role holder will ensure delivery of a responsive and customer-centric service that provides excellent levels of customer experience and will support our End-User Service Support Manager to build our re-imagined End User Support teams into a single flexible team. Over time we will be driving improvements in the ways in which we work to deliver our services: using KPIs and metrics to improve Customer Satisfaction and the cadence and balance of tasks across the team as demand and skills suit. Experience in supporting a Linux desktop environment would be advantageous.What will you be doing?

• Ensure that all incidents and service requests are being responded to, assigned, and resolved within a timely manner, through use of daily huddles across IT Services and utilise escalation processes where necessary to keep things on track.
• Oversee resources within a shared pool dedicated to supporting the University's desktop computing environment and collaborate closely with management and fellow Team Leaders to ensure uninterrupted support for all Digital Services during peak demand periods.
• Lead a team that offers 1st and 2nd line support and assistance for specialised spaces, specialised computing or other more specialist configuration items utilised to support Enterprise Applications.
• Act as point of escalation from within the team and ensure escalations are handled rapidly, considering wider implications of issues and capturing and driving lessons learnt where possible.
• As a technical leader within Digital Services, drive and develop the technical skills of the teams through personal development plans and use of skills matrices, provide opportunities for the team to learn and support wider IT Services staff and leaders with training as required.
• Monitor SLA and KPI performance across the team and perform regular analysis to identify any trends or areas for improvement, capturing and tracking actions and working with colleagues across IT Services to deliver improvements.
• Champion best practices and share knowledge and expertise, both within the team and wider IT Services, in order to improve the overall maturity of the operation and support its evolution and improvement.
• Provide leadership and direction to the team including recruitment, appraisal, development and performance management of staff, supporting their wellbeing, productivity and ability to reach their full potential.
• Establish and maintain customer service standards for the Service Desk team, monitor performance to ensure that these standards are met and assist in the resolution of escalated complaints.
• Produce regular statistics and management reports to demonstrate service and team performance, providing analysis and supporting commentary and making recommendations about necessary changes in resourcing within the End-User Support team.
• Leverage comprehensive technical expertise spanning desktop, audio-visual, and unified communications to actively contribute to knowledge sharing initiatives within the Digital Services team.
• Lead on delegated process improvement initiatives to enhance the efficiency and effectiveness of the operation and participate in wider projects that impact across IT Services.
• The role holder may be required to perform on-call/standby duties in the course of performing the role.
  
  A degree in IT/computing, plus some hands-on experience in a desktop support role (Windows, iOS, Linux and MacOS), including audio-visual, unified communications and mobile devices; or a proven track record of relevant work experience, as described above.
• 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.
• Experience of planning and progressing work within general guidelines, using initiative and judgement without recourse to seniors.
• Attention to detail and a strong commitment to accuracy.
• 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.