At a Glance
- Tasks: Lead a team of engineers in supporting ISD desktops, networks, and AV services.
- Company: Join a diverse and innovative community at London's Global University.
- Benefits: Enjoy 41 days of holiday, on-site gym, and enhanced family leave options.
- Why this job: Make an impact by exceeding customer expectations and mentoring future tech leaders.
- Qualifications: Graduate level education or equivalent experience in IT operations and support.
- Other info: We encourage applications from underrepresented groups to foster diversity.
The predicted salary is between 43200 - 64800 £ per year.
The Technical Operations Team Leader is accountable for a team of engineers that support and maintenance of ISD desktops/laptops, physical network, & AV services over a shift pattern. They strive to meet and exceed customer expectations by delivering and restoring services within SLA and where possible, restoring remotely.
When an engineer visit is required, they ensure appointments are booked in a timely fashion and restoration is achieved with the minimum of visits. They oversee all elements of 2nd line support for Customer Operations to ensure seamless support across the customer facing technologies supported by the team. They are the initial escalation point for any issues, ensuring we resolve our customers’ issues.
Offering technical guidance for engineers and customers as required, where needed liasing with the Technical Specialists. They are responsible for providing and arranging mentoring, training and support to Technical Operations officers within the team. They provide weekly and monthly reporting against volumes and SLA performance, recommending, and when appropriate, implementing ways in which we could improve our performance.
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Good general education to graduate level or equivalent experience gained in a relevant working environment.
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A good understanding of general IT with familiarity of wired & wireless networking, desktop & laptop, and Audio/Visual technologies.
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Good understanding of ITIL and experience of ITIL in an end user operational environment.
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Operational experience of running an IT service including planning and managing the installation of networks, IP Telephony, AV and computers.
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Excellent organisational skills with the ability to track multiple projects and deadlines and prioritise work.
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Excellent problem-solving skills and an eye for detail and accuracy with an understanding of the need for good documentation and strict change control.
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Proven ability to build relationships at all levels of the organisation and to earn the respect of senior stakeholders.
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accuracy with an understanding of the need for good documentation and strict change control
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Proven ability to build relationships at all levels of the organisation and to earn the respect of senior stakeholders.
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Strong negotiation and influencing skills. Highly proactive, persuasive and enthusiastic with excellent oral and written communication and presentation skills. A strong sense of teamwork.
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
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41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
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Additional 5 days’ annual leave purchase scheme
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Defined benefit career average revalued earnings pension scheme (CARE)
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Cycle to work scheme and season ticket loan
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Immigration loan
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Relocation scheme for certain posts
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On-Site nursery
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On-site gym
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Enhanced maternity, paternity and adoption pay
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Employee assistance programme: Staff Support Service
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Discounted medical insurance
Visit to find out more.
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.
Available documents
Technical Operations Team Leader employer: Uclh (university College London Hospitals Nhs Foundation Trust)
Contact Detail:
Uclh (university College London Hospitals Nhs Foundation Trust) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Operations Team Leader
✨Tip Number 1
Familiarize yourself with ITIL principles and how they apply in an end-user operational environment. This knowledge will not only help you understand the expectations of the role but also demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of past experiences where you've successfully resolved technical issues or improved processes. Being able to articulate these experiences will set you apart during discussions.
✨Tip Number 3
Highlight your experience in managing teams and mentoring others. The role emphasizes providing support and training to Technical Operations officers, so demonstrating your leadership abilities will be crucial.
✨Tip Number 4
Build a strong understanding of the technologies mentioned in the job description, such as wired & wireless networking, desktop & laptop support, and AV services. This technical knowledge will help you engage effectively with both your team and customers.
We think you need these skills to ace Technical Operations Team Leader
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Technical Operations Team Leader. Highlight your experience in managing teams, providing technical support, and ensuring service delivery within SLAs.
Tailor Your CV: Customize your CV to reflect your relevant experience in IT operations, team leadership, and customer service. Emphasize your familiarity with ITIL practices and your problem-solving skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and how your background aligns with the job requirements. Mention specific examples of how you've successfully led teams and improved service delivery.
Highlight Soft Skills: In your application, emphasize your strong communication, negotiation, and relationship-building skills. These are crucial for the role, especially when dealing with senior stakeholders and mentoring team members.
How to prepare for a job interview at Uclh (university College London Hospitals Nhs Foundation Trust)
✨Showcase Your Technical Knowledge
Be prepared to discuss your understanding of ITIL and your operational experience in running IT services. Highlight specific examples where you've successfully managed installations or resolved complex technical issues.
✨Demonstrate Leadership Skills
As a team leader, it's crucial to show your ability to mentor and support your team. Share experiences where you've guided engineers or improved team performance through training and development.
✨Emphasize Problem-Solving Abilities
Prepare to discuss how you've tackled challenging problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and illustrate your analytical skills.
✨Build Rapport with Interviewers
Since building relationships is key in this role, practice engaging with your interviewers. Show enthusiasm and confidence, and be ready to discuss how you would earn the respect of senior stakeholders.