At a Glance
- Tasks: Lead the IT Service Desk team and ensure top-notch technical support.
- Company: Join Queen's University Belfast, a leader in education and innovation.
- Benefits: Enjoy competitive salary, generous holiday, and flexible working options.
- Other info: Be part of a diverse and inclusive workplace with growth opportunities.
- Why this job: Make a real impact by enhancing IT services and customer satisfaction.
- Qualifications: Relevant IT qualifications or experience, plus strong leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
Overview
IT Service Desk Team Leader TLNT1_NI Queens University Belfast, GB.
The successful candidate will oversee daily operations of the University IT Service Desk, leading a team of Computer Assistants, ensuring high-quality technical support and exceptional customer service.
Responsibilities
- Lead and manage the IT Service Desk team, including performance management, workload planning, and service quality delivery.
- Provide guidance, mentoring, and technical expertise to resolve IT-related issues efficiently.
- Ensure timely and accurate recording of incidents and requests in the IT Service Management system.
- Collaborate with other IT teams to improve service delivery and customer satisfaction.
Qualifications and Essential Criteria
- Academic or vocational qualifications (e. g., HND/HNC, NVQ 4, Foundation Degree or equivalent in Information Technology, Computer Science or related field) or substantial relevant experience.
- ITIL v4 Foundation certification with demonstrable working knowledge of IT service management practices; experience applying ITIL in an operational environment.
- Significant recent experience in a large, complex organization within an IT Service Desk or IT support environment.
- Comprehensive technical knowledge of IT systems, hardware, software, and networking principles.
- Proven experience leading a customer-facing IT support team, including performance and workload management, objective-setting, and service quality delivery.
- Extensive line management experience, including staff development, coaching for performance, and setting clear direction and expectations.
Desirable Criteria
- Evidence in application of essential and desirable criteria as listed in Candidate Information on our website.
Benefits
- Competitive salary and attractive benefits package.
- Holiday entitlement up to 8.4 weeks per year.
- Pension schemes and development opportunities.
- Flexible working options and work-life balance initiatives; wellbeing support for physical and mental health.
- Equality, Diversity and Inclusion
Queen's University is committed to promoting equality of opportunity and subscribes to Equality Charter Marks.
It has staff networks to progress equality.
For further information on our commitment to Equality, Diversity and Inclusion, please visit our website.
Visa Information
If you are an international applicant and do not hold a visa, please self-assess whether the University can support a visa application per the website guidance.
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It Service Desk Team Leader Tlnt1_Ni employer: Queens University
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