Service Desk Team Leader- Permanent

We have an exciting opportunity available to join our IT Services department as a Service Desk Team Lead on a permanent basis.

The successful candidate will play a pivotal role in the delivery of exceptional IT support managing and developing of the team during a period of organisational change.

About IT Services: IT Services is a key department that ensures the University has the robust, reliable, and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research, and administration. These roles oversee daily operations and implement best practices to enhance service quality and efficiency.  As a Service Desk Team Leader, you will oversee daily operations and implement best practices to enhance service quality and efficiency.

Why Choose Us:

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

About the Role:

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

About You:

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.
• Are based in or around Oxford, with flexibility in a hybrid working model that supports work-life balance.

Application Process

You will be required to upload a covering letter/supporting statement, CV and the details of two referees as part of your online application.

The closing date for applications is 12 noon on Monday 25 November 2024.

Interviews will be taking place on the week commencing 02 December and take place in person in Central Oxford.

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