Technology Support & CX Team Leader in Liverpool

Business Area: IT

Place of Work: London

Contract Type: Permanent

Please note that this role will close at 00:01 on Friday 03 April, and therefore we advise getting your application in by no later than midnight on Thursday 02 April.

About the role

In your role as Technology Support & CX Team Leader, you will make a meaningful and valued contribution from the outset. This role will provide a great opportunity to lead the Technology Support & Customer Experience team across Liverpool and London, ensuring the delivery of outstanding IT support and customer experience for all users, including remote and hybrid workers. This role drives a proactive, customer-focused culture, manages day-to-day operations, and supports the continuous improvement of technology services. The Team Leader acts as a technical mentor, escalation point, and motivator, ensuring the team delivers seamless, efficient, and high-quality support aligned with business objectives.

• Lead, motivate, and develop the Technology Support & CX team across Liverpool and London, fostering a positive, collaborative, and high-performance culture.
• Manage daily operations of technology support, ensuring prompt and professional resolution of incidents, requests, and problems.
• Champion proactive support practices, including daily health checks, monitoring, automation, and self-service options.
• Ensure excellent customer service and experience for all users, including remote and hybrid staff.
• Act as the technical escalation point for complex issues, providing guidance and mentoring to team members.
• Oversee the allocation and management of team workload, ensuring effective prioritisation and adherence to SLAs and KPIs.
• Support the onboarding and offboarding of staff, ensuring technology is provisioned and decommissioned securely and efficiently.
• Maintain accurate records within the ITSM of user requests, actions taken, and outcomes, ensuring compliance with policies and procedures.
• Collaborate with other IT teams, suppliers, and stakeholders to resolve issues and deliver service improvements.
• Drive continuous improvement in support processes, customer experience, and team skills through regular training and feedback.
• Support the adoption of modern support models, automation, and self-service tools.
• Contribute to risk management, governance, and compliance activities.
• Participate in technology projects, upgrades, and service enhancements as required.
• Ensure effective communication within the team and with stakeholders, promoting transparency and collaboration.
• Regular travel between Liverpool and London offices and data centres will be required.

We know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.

To be successful in the role you will have:

• Experience in IT support and customer experience roles, ideally within a financial services or regulated environment.
• Proven ability to lead and develop multi-site teams.
• Strong technical knowledge of end user computing, infrastructure, and support technologies.
• Expertise in incident, problem, and change management.
• Experience with automation, monitoring, and self-service technologies.
• Excellent communication, mentoring, and stakeholder engagement skills.
• Data-driven approach to performance measurement and service improvement.
• Commitment to professional integrity, continuous improvement, and delivering successful outcomes.
• Desirable: Experience with cloud technologies, security tools, and hybrid workplace support.

At USS, every individual contributes to building a secure financial future for our members and their families. We strive to create a work environment where everyone can thrive professionally while making a meaningful impact on the lives of others. We're also committed to helping you build your career by providing opportunities for development. We put a focus on recognising and supporting each individual's unique career path, driving this forward with the support of an engaged and proactive management team.

Here at USS, we want you to thrive in and out of work with a friendly team, flexible culture and excellent range of benefits!

How we will reward you

• Great starting salary
• Generous annual leave package
• Access to a high quality pension scheme provided through Universities Superannuation Scheme
• Supportive people policies (including enhanced occupational sickness pay and family friendly pay)
• Financial contributions towards your personal development to help you maintain your physical and mental wellbeing
• Access to a range of health and wellbeing services i.e., private healthcare, discounted gym membership
• Learning and development opportunities to develop your skills, knowledge and talent
• Employee Volunteer Day’s to support the communities where you work and live
• Cycle to Work Scheme

Our culture and values

Our people are what makes us different. We work together to create a diverse and inclusive culture that embraces individuality, where people are welcomed and feel comfortable in the knowledge that they can be themselves. Our purpose firmly states the importance of members, putting them ‘front and centre’ of what we do. This is embedded through our values:

• Integrity
• Collaboration
• Excellence

Universities Superannuation Scheme (USS) was established in 1974 as the principal pension scheme for universities and other higher education institutions in the UK. We work with around 330 employers to help build a secure financial future for almost 577,000 members and their families. We are one of the largest private defined benefit pension schemes in the UK, with total assets of around £76.8bn (at 31 March 2025).

USSIM is proud to be an equal opportunity employer. We strive to ensure our recruitment process is as flexible and inclusive as possible so we can attract diverse candidates and recruit the best talent. We want all candidates to perform at their best during the recruitment process, so if you need any reasonable adjustments or if there is anything we can do to help support you through your recruitment journey please let us know by contacting resourcing@uss.co.uk.