IT Service Desk Team Leader

University of East Anglia
Norwich, UK
12 Sep 2019
19 Sep 2019
Contract Type
Full Time
The Team Leader will help support and develop our team of dedicated Service Desk Advisers during an exciting IT transformation program, which will shape and transform the services we deliver.

You will be jointly responsible for leading a team of IT Service Desk Advisers who are the public face of our busy IT Service, providing IT support services to UEA students, staff and visitors. This will include jointly managing the day-to-day planning and prioritisation of tasks, the workloads of the team and ensuring the quality and timeliness of the delivery of IT Support. This will be achieved by monitoring service provision, call responses and escalations, and ensuring that the team operates in accordance with agreed service levels. You will also be expected to undertake the activities of the IT Service Desk Adviser role, when required.

Your enthusiasm for and skills in customer service delivery, problem solving and motivating a team will be supported by a good general education, including 5 GCSE's at Grade C or above in English and Mathematics (or equivalent qualification) and/or significant experience in a directly relevant role. Line management experience and demonstrable experience of working in an IT service delivery team are essential.

Closing date: 25 September 2019.

The University is a Bronze Athena Swan Award holder, currently working towards Silver.

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