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Fixing a computer.

Service Desk and Reporting Team Leader


Are you an enthusiastic and skilled IT professional with experience of working in a first line support environment and supervising an IT team?

You will support the Service Manager in providing a high-quality service through various contact points, including the IT Bar, ServiceNow, telephone, and email.

You will use your extensive knowledge of end user systems to provide first class support to customers, setting high standards for customer services and support. You will lead a team of first line engineers, inspiring high standards of work and an excellent level of technical skill on the University's Microsoft 365 environment and other systems.

Supporting customers both in person and remotely, using various tools on several different systems, including Microsoft Teams and the Office suite of applications, you will also use end user management tools to support the end user systems.


  • Essential: 5 GCSEs (Grade A-C/4 or higher) including English Language and Maths, or equivalent work experience
  • Essential: ITIL v3 Foundation (for internal candidates, equivalent, appropriate experience will be considered)
  • Desirable: A degree or experience to an equivalent level

Experience, skills, and knowledge

  • Experience of leading an IT service desk team operating within an ITIL operational framework
  • Knowledge of end user computing services, including Office 365 and Microsoft 365, application packaging, user environment, VDI, and BYOD
  • Excellent written and oral communication skills
  • Experience of creating and maintaining all types of documentation, applicable to role and in line with IT governance and practice
  • Knowledge of and compliance with IT security and standards
  • Proven experience working as part of a team to deliver high quality services

Rewards and benefits

  • Salary: Grade 7; £33,996 to £37,099, dependent on experience (potential to increase to £40,521 through our performance and recognition scheme)
  • Pension: USS defined benefits pension scheme
  • Annual leave: 25 days (or 181.25 hours), increasing to a maximum of 30 days (or 217.5 hours)
  • Eight bank holidays and five customary days

Find more information about the many other benefits, including salary sacrifice schemes and campus nursery.

Additional information

  • Hiring manager: Cath Riddiough
  • Number of vacancies for this role: One
  • Location: On campus
  • Work pattern: Typical hours: 36.25 hours per week, Monday to Friday (core hours)
  • Possible adjustments: We are open to any request for adjustments to support your needs around training and mentoring, which would enable you to succeed in this role
  • Application process: Aptitude test and on campus interview
  • Full role description (PDF)

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