Service Desk Team Leader- Permanent
Applications for this vacancy closed on 25 November 2024 at 12:00PM
**Service Desk Team Leader**
**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. 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.
We are committed to fostering a diverse, inclusive environment and welcome
applications from all qualified individuals. If you’re interested in part-time
or job-sharing options, we encourage you to apply.
**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. 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.
We are committed to fostering a diverse, inclusive environment and welcome
applications from all qualified individuals. If you’re interested in part-time
or job-sharing options, we encourage you to apply.
| dc:spatial |
IT Services, Dartington House, Oxford
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| Subject | |
| oo:contact | |
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| vacancy:applicationClosingDate |
2024-11-25 12:00:00+00:00
|
| vacancy:applicationOpeningDate |
2024-11-11 09:00:00+00:00
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| vacancy:furtherParticulars | |
| vacancy:internalApplicationsOnly |
False
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| vacancy:salary | |
| type | |
| comment |
Service Desk Team Leader 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. As a Service Desk Team Leader, you ... **Service Desk Team Leader**
**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. As a Service Desk Team Leader, you will oversee daily ... |
| label |
Service Desk Team Leader- Permanent
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| notation |
176533
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| based near | |
| page |