About us
UCL is London’s Global University, and the Professional Services (PS) Hub is the team that keeps much of it running day to day. The Hub brings together customer-facing and transactional services from HR, Finance, IT and Business Operations. It is committed to delivering high-quality, efficient services, with a real emphasis on customer experience.
At the centre of the Hub is One Desk, a single point of contact for all PS Hub functions. We respond to thousands of enquiries every day by telephone, email and live chat from UCL’s students, staff, suppliers and partners. Our team works hard to give timely, excellent advice, and we never stop looking for ways to improve and develop our services.
About the role
As One Desk Team Leader – IT, you will manage a team of Advisors and Assistants, making sure they are supported, developed and performing well enough to meet our service level agreements (SLAs). You will help maintain high standards of customer service, manage operational workflows and drive continuous improvement across the team.
Your day-to-day responsibilities will include:
- Line managing Advisors and Assistants, including 121s, appraisals and sickness management in line with UCL policies
- Taking full ownership of escalated customer queries and seeing them through to resolution, and supporting the IT Manager and Head of Department with formal complaint investigations
- Managing the queue across all contact channels and prioritising queries by severity and impact
- Stepping in to support front line activity during peak periods
- Monitoring quality across all channels and improving performance through regular coaching
- Updating KPI reports to track team and individual performance, monitoring volumes and identifying resource requirements
- Delivering training to new and existing staff and working with the One Desk Manager to identify training gaps
- Creating and maintaining standard operating procedures and training documentation, and sharing them regularly with the team
- Escalating critical incidents and emerging trends, and working closely with 2nd tier teams to resolve them
- Suggesting service improvements and taking part in relevant forums and projects
- Deputising for the Support Desk Manager when required
Please note that this post may require you to work a shift pattern outside standard office hours. The exact hours and pattern will be agreed with your line manager after consultation with you.
About you
You are an experienced service desk professional who combines strong people leadership with a genuine commitment to great customer care. You are analytical, organised and calm under pressure, and you enjoy helping a team do its best work.
Essential criteria
- Experience of providing IT support in a large, complex organisation, across a range of services
- ITILv3 Foundation certificate or equivalent, with knowledge of ITIL processes and how they affect the service desk, particularly Incident, Problem and Change Management
- Workload management or team supervision experience in a helpdesk or contact centre environment
- Experience of using a CRM or ticketing system, such as RemedyForce
- Experience of customer service-focused practices in a large, complex organisation
- Experience of giving high-quality, accurate advice in a fast-paced, customer-focused setting
- Demonstrable knowledge of the purpose and composition of SLAs
- Ability to monitor and track data trends to inform decision making
- Proven leadership and teamwork skills, with the ability to drive high performance and measurable outputs
- A clear commitment to high standards of customer care, with excellent communication skills
- Good analytical and problem-solving skills
- Commitment to keeping up to date with changes in legislation and procedures relevant to the role
- A commitment to the UCL Ways of Working: making best practice an absolute priority, documenting and sharing solutions, and anticipating issues and adjusting your approach when necessary
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
- 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
- Additional 5 days’ annual leave purchase scheme
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme and season ticket loan
- Immigration loan
- Relocation scheme for certain posts
- On-Site nursery
- On-site gym
- Enhanced maternity, paternity and adoption pay
- Employee assistance programme: Staff Support Service
- Discounted medical insurance
Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits 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.
One Desk Team Leader- IT (Mat cover) in London employer: UNIVERSITY COLLEGE LONDON
UCL's Information Services Division (ISD) is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration among over 50,000 staff and students. With a commitment to employee growth, ISD provides extensive benefits including 41 days of holiday, a defined benefit pension scheme, and opportunities for professional development in cutting-edge technology areas. Located in the heart of London, UCL promotes a diverse and inclusive culture, making it an ideal place for those looking to make a meaningful impact in higher education.
