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

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

• 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

• 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

• 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.

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