Support Team Leader

Post Title: Support Team Leader

SBU/Department: Library and Computing Services

FTE: 1.0 FTE (working 37 hours per week)

Duration of Contract:  Permanent

Salary:  UH7 £37,099 pa to £40,521 pa with potential to progress to £44,263 pa on achieving designated skills and experience

Annual Leave: 30 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year

Location:  College Lane Campus, University of Hertfordshire, Hatfield

The Support Team – The Central Support Team is comprised of multi-skilled Specialists who will be responsible for providing frontline support for the University’s staff, students and visitors. This support is for the wide range of library, academic and IT and AV services that the Library and Computing Service department offers. The post holder will be expected to ensure the effective development and day to day delivery and management of the Central Teams in providing frontline services. They are expected to lead the LCS frontline teams in providing customers with the best possible service at all times within the agreed service standards.

Main duties and responsibilities

You will have responsibility for the delivery, implementation, operation and daily management of a frontline support team. You will need to work closely with the other Support Managers and Team Leaders within the department to ensure the wide range of University services, systems, solutions and support that LCS is responsible for can be delivered. You will also utilise technical skills and knowledge to deal with complex enquiries, technical clinics, user support and other University wide services and you will assist in liaising with Schools regarding budget planning.

You will be responsible for the leadership and direct line management of the assigned team, including: monitoring of workloads, managing rotas, ensuring good performance management, ensuring talented staff in the team are recognised and retained and that suitable succession plans are in place, maintenance of records of staff development activities and the oversight of staff issues for those within the allocated teams including excellent people management, appointment, probation, progression, and review of performance.

Skills and experience required.

You will have practical IT skills, including familiarity with common computing applications and large corporate database systems as well as proven skills and experience in co-ordinating and supervising the work of others and proven experience in the delivery of front-line IT services within a customer service organisation at an appropriate level of responsibility.

A good working knowledge of relevant recognised standards, proven skills and experience in setting up and operating a range of user computing and digital media equipment and software and experience in fault diagnosis and resolution across a range of computing and digital media provision are also essential requirements of this role.

The ability to implement Health and Safety processes and to maintain and manage compliance with these within a changing environment, including the preparation of Risk Assessments, Method Statements and record keeping is essential.

Qualifications required

You will hold a minimum of a Degree or equivalent, or proven expertise and experience. A qualification at professional level in a relevant specialist computing and/or digital media technologies related to the post requirements is also essential.

Please view the job description and person specification for a full list of the duties and essential criteria.Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work, or demonstrate access to UK Right to Work, before an offer is made.

**Contact Details/Informal Enquiries:  **Becky Wainwright, [email protected]

Closing Date: 06 June 2024

Interview Date: To be confirmed

Reference Number: 059336

Date advert placed: 17 May 2024

Our vision is to transform lives: At the University of Hertfordshire we are committed to equality, diversity and inclusion and building a diverse community. Towards that aim we particularly encourage applications from candidates likely to be underrepresented within Library and Computing Services. These include people from Black, Asian and minority ethnic backgrounds, disabled people, LGBTQI+ people and women in grades UH7 and above.

We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships and free Active Staff sessions, personal and professional development and family-friendly policies. #GoHerts