IT Service Desk Team Leader

To carry out this role, you will need to be located onsite at our Newton Park campus, with occasional travel to other campuses.

Job Description

We are currently seeking an IT Service Desk Team Leader, who will be responsible for overseeing and managing the day-to-day operations of the Service Desk Analysts at Bath Spa University.

About the Role

As IT Service Desk Team Leader, youwill act as a bridge between front-line support and the Senior Service Desk Analysts, Service Desk Manager, and higher-level IT management, contributing to the overall efficiency and effectiveness of the Service Desk offering. You will collaborate with other IT departments, set performance goals, monitor team performance metrics and implement improvement strategies. This role also involves providing leadership and guidance to a team of support technicians, ensuring that they deliver high-quality technical support and customer service to end-users within the organization. You will play a key role in training and developing team members, staying updated on technological advancements, and fostering a positive and collaborative team culture. In addition, you will be responsible for line managing the junior IT Service Desk Team, ensuring high standards of service are delivered to our customers while maximising their performance through development reviews and regular one-to-ones. Ensuring that team members are deployed appropriately, including incoming phone call management, according to business need, and that incidents and service requests are appropriately prioritised and fulfilled within SLA, will be vital part of the role.

About You

You will have excellent, facilitative customer-facing skills with the ability to communicate effectively and pass on information to a wide range of specialists and non-specialists. In-depth knowledge of service desk technologies and extensive experience working in a customer facing environment providing exceptional customer service will be invaluable. You will also have strong problem-solving skills, attention to detail and a keen interest in technology. As a key member of the team, you will have an extremely flexible approach to work and be able to use your own initiative where needed. A positive outlook and can-do attitude will be required for this role, along with strong leadership and coaching skills. In addition, you will work closely with the Service Desk Manager to achieve customer satisfaction and build a good working relationship with other IT teams. The team supports a vast array of technologies with around a 50% split of users across Windows and Mac operating systems, as well as iOS and Android, so knowledge of these various platforms is desirable.