At a Glance
- Tasks: Lead IT support teams to enhance technology experiences for 25,000 students and 6,500 staff.
- Company: Join the University of Southampton's innovative iSolutions team.
- Benefits: Enjoy 30 days annual leave, excellent pension, and family-friendly policies.
- Other info: Dynamic role with opportunities for professional development and visible leadership.
- Why this job: Make a real impact by modernising IT support and improving services for thousands.
- Qualifications: Proven leadership in IT support and strong communication skills required.
The predicted salary is between 61816 - 75552 £ per year.
Lead the teams at the frontline of the University’s technology experience
Every day, circa 25,000 students and 6,500 staff rely on technology to learn, teach, research and work.
Behind that experience are the people and services that make technology accessible, reliable and effective.
We are looking for an experienced leader to become our next Head of IT Support within i Solutions, the University’s IT and digital service.
This is a high-profile leadership role responsible for the performance and continual improvement of IT Support across the University.
You will lead managers and technical professionals across our Service Desk, on-campus IT support (Tech Hubs), Outreach and AV support services.
As Service Owner, you will set priorities, strengthen performance and ensure our support model continues to meet the needs of students and staff.
Reporting to the Deputy Director of IT Support Services, you will balance operational delivery with longer-term service development, contributing to wider i Solutions strategy.
About the Role
You will lead a diverse, customer-facing service and create the conditions for teams to deliver excellent support.
Using service data, customer insight and operational expertise, you will identify opportunities to improve performance, customer journeys and efficiency.
You will oversee workforce planning, resource allocation and service resilience, ensuring support remains effective as demand changes.
A key part of the role will be modernising IT support through digital and remote services, automation, AI and new technologies that improve customer experience and reduce avoidable demand.
You will build strong relationships, providing insight to inform service development and investment.
The University operates across multiple campuses, so regular travel and a visible leadership presence will be important.
You will be a people-focused service leader with significant experience leading IT support, service delivery or other customer-facing operational functions in a complex organisation.
You will bring
- A strong track record of leading customer-focused IT support or service delivery.
- The ability to combine strategic thinking with operational judgement, turning priorities into measurable outcomes.
- Experience leading through managers, developing capable teams and creating a culture of accountability, collaboration and continuous improvement.
- Confidence using data, insight and customer feedback to drive improvement.
- Strong communication, influencing and stakeholder management skills.
- Experience managing people, resources and capacity to deliver resilient services.
- A strong understanding of IT support, service management and the evolving digital workplace.
- A commitment to inclusive leadership, accessibility and creating an environment where people can perform at their best.
Experience of service ownership, ITIL, Service Now, digital workplace services, automation or AI-enabled support, financial planning, supplier management and Higher Education would be advantageous.
i Solutions is the University of Southampton’s IT and digital service, providing technology, systems and support for education, research and professional services.
This is an opportunity to lead a well-established service, improving performance, modernising support and developing future capability.
We offer
- 30 days annual leave, plus University closure days.
- Membership of an excellent pension scheme.
- Family-friendly policies.
- Access to wellbeing, sports, arts and cultural facilities.
- Development opportunities.
- The opportunity to lead talented teams and make a visible difference to thousands of students and staff.
- #J-18808-Ljbffr
Head of IT Support in Southampton employer: University of Southampton
The University of Southampton is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and development. With ambitious plans for a £1bn investment in sustainable estates, employees have the opportunity to work on impactful projects within a prestigious institution that values diversity and innovation. Join a vibrant community where your contributions will shape the future of education and research.
StudySmarter Expert Advice🤫
We think this is how you could land Head of IT Support in Southampton
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what University of Southampton values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges University of Southampton might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at University of Southampton!
✨Direct Apply to University of Southampton
Let's not forget to apply directly through the University of Southampton website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Head of IT Support in Southampton
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at University of Southampton.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at University of Southampton. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at University of Southampton
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
