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IT Service Centre Team Leader

Premium Job From Coventry University
Recruiter: Coventry University
Listed on: 22nd December 2021
Location: Coventry
Salary Notes: £30,460 - £45,266 per annum
Type: Permanent
Start Date: ASAP

This job has now expired please search on the home page to find live IT Jobs.

The Coventry University Group has undertaken an evolutionary transformation. Our focus on growth and continuous improvement in teaching, learning, research and internationalisation has seen the University rise rapidly in both the Guardian University Guide and in The Times Higher Education rankings.

Role Purpose:

The Digital Service Centre Team Leader role will lead part of the team that provides first and second-line support, both physical and virtual, to all Digital Services users. The role will be responsible for leading and managing the technicians who are the first point of contact for users' queries and for managing the resolution and escalation of these queries. Successful candidates will be open to new ideas, focussed on being proactive as well as reactive, process focussed, and driven to ensure we are giving great service across the whole team. 

Person Specification:

The ideal candidate would have a high level of customer service experience, proven management skills, can-do attitude, reliable, with experience of working in a fast-paced IT environment.  Training is an on-going aspect of the role will be provided regularly as part of continuous service improvements.


As a Digital Service Centre Team Leader, your main responsibilities will be:

  • Responsible to ensure the people resource is in place for the Service Centre team to meet the needs of the customers. Manage day to day operations of the teams deploying additional resource and support where needed within budget
  • Management ability in event of a major incident or service failure in line with the process
  • Maintain developments in the field of Digital Service Centre systems and make recommendations on service improvements
  • Actively reviews, manages, and monitors the IT Service Management tool for new incidents and service requests and process based on priority and urgency
  • Assists wider team members with the planning, installation, and configuration of audio visual, computing, networking equipment and software in the University teaching facilities
  • Ensure team is upskilled to provide a first- and second-line support on new products/services

Skills and experience:

  • Previous Team Leader experience within IT
  • Familiar with IT principles
  • Process orientated
  • Continuous Improvement way of working
  • Good customer service skills
  • Knowledge of ITIL functions
  • DevOps Agile experience (preferable)

Benefits

Coventry University will provide support to you in your career and working environment.  Whether you're relocating to work with us, looking for support as an academic or just want to speak to other like-minded people, we've developed a support network for you.

As well as a competitive salary we have a range of impressive benefits some of which are; pension schemes, generous holiday allowances, flexible working, a childcare vouchers scheme, personal and professional development, employee networks and discounted membership to the University's bespoke £4m sport and recreation centre where the University offers a physiotherapy service for all staff.

Ref No: CUEL000126

Closing date: 16th Jan 2022