IT Service Desk Team Leader

Location: Park End Street and Hayes House, Oxford and Egrove Park, Kennington

Said Business School's IT Service Desk is seeking a motivated IT Service Desk Team Leader to join our team. As the central point of contact for technical support within the School, our IT Service Desk plays a critical role in ensuring the smooth operation of IT services, both on-site and remotely, for our diverse community. The IT Service Desk Team Leader will be responsible for leading and managing a team of 1st and 2nd Line IT Officers, ensuring the delivery of high-quality technical support and exceptional customer service.

Key responsibilities:

• Oversee the daily operations of the IT Service Desk, including workload planning, rota management and the coordination of urgent or complex support issues.
• 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.
• Act as an escalation point for service issues, taking ownership of improvements and ensuring timely resolution.
• Produce and present regular reports on team performance and KPIs, and lead service review meetings with departments.
• Drive continual service improvement by analysing support tickets, identifying trends and contributing to the Knowledge Management Platform.

You should have strong knowledge of the ITIL Framework and experience with service desk tools and technologies like ITSM and remote access. You must be customer-service oriented, with excellent problem-solving abilities and the capability to work well under pressure. The role also requires solid planning and organisational skills, as well as experience in 1st or 2nd line IT support. 

Further information on this role can be found in the job description.

We offer very generous benefits, some of which are:

• 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

All applications must include a CV, Supporting Statement/Cover Letter and Current Salary.

For further guidance and support, please visit www.jobs.ox.ac.uk/how-to-apply.

The closing date for applications is 23^rd September 2024 at 12:00 noon.

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