Service Desk Team Leader- Permanent

<div xmlns="http://www.w3.org/1999/xhtml"> <p></p><div><strong>Service Desk Team Leader</strong></div><br> <div>&#160;</div><br> <div><strong>We have an exciting opportunity available to join our IT Services department as a Service Desk Team Lead on a permanent basis.</strong></div><br> <div>&#160;</div><br> <div>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.</div><br> <div>&#160;</div><br> <div><strong>About IT Services:</strong> 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.</div><br> <div>&#160;</div><br> <div><strong>Why Choose Us:</strong></div><br> <div>At the University of Oxford, we prioritise our employees' wellbeing. We offer a range of benefits, including:</div><br> <ul><br> <li>30 days of annual leave (plus the 8 public holidays)</li><br> <li>Extensive personal and professional development plans and opportunities to foster growth</li><br> <li>A comprehensive range of childcare services</li><br> <li>An excellent contributory pension scheme</li><br> <li>Subsidised membership of the University Sports Centre</li><br> <li>Bicycle loan, repair and purchasing schemes</li><br> <li>Discounted bus &amp; train passes schemes and Season Ticket travel loans</li><br> <li>Car benefit scheme for electric and ultra-low emissions vehicles</li><br> <li>The University hosts a wide array of social groups and sports clubs, making your experience here about much more than just work</li><br> </ul><br> <div>&#160;</div><br> <div><strong>About the Role:</strong></div><br> <div>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.</div><br> <div>&#160;</div><br> <div>As a Service Desk Team Leader, you will:</div><br> <ul><br> <li>Line-manage a team of Service Desk Analysts (SDAs)</li><br> <li>Oversee customer support and issue resolution</li><br> <li>Take part in service delivery and have ownership over quality assurance</li><br> <li>Contribute to service improvement and change management</li><br> <li>Maintain service standards and best practices</li><br> </ul><br> <div><strong>About You:</strong></div><br> <div>To excel in this crucial role, you should be someone who:</div><br> <ul><br> <li>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.</li><br> <li>Is a role model: fostering collaboration, providing coaching and mentoring, and identifying growth opportunities for team members.</li><br> <li>Has a continuous improvement ethos and is driven to developing a customer-centric service culture.</li><br> <li>Demonstrates active listening skills, with expertise in conflict resolution and problem-solving.</li><br> <li>Are based in or around Oxford, with flexibility in a hybrid working model that supports work-life balance.</li><br> </ul><br> <div><strong>Application Process</strong></div><br> <div>You will be required to upload a covering letter/supporting statement, CV and the details of two referees as part of your online application.</div><br> <div>&#160;</div><br> <div>The <strong>closing date</strong> for applications is <strong>12 noon on&#160;Monday 25 November 2024.</strong></div><br> <div>&#160;</div><br> <div><strong>Interviews</strong> will be taking place on the <strong>week commencing 02 December</strong> and take place in person in Central Oxford.</div><br> <div>&#160;</div><br> <div>We are committed to fostering a diverse, inclusive environment and welcome applications from all qualified individuals. If you&#8217;re interested in part-time or job-sharing options, we encourage you to apply.</div> </div>