IT Operational Leader (Service Desk)

University of Leeds


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This role is open to internal applicants currently employed within the IT Services at the University of Leeds only.

Salary Grade 7 (£36,333 – £43,155 p.a. depending on experience)

This role will be based on the university campus.

Two roles available. One will focus on Service Desk Services, whilst the second will focus on the Second Line Support Team to be established within the Service Desk function.

The University of Leeds is one of the top 135 universities in the world.  We have a truly global community, with more than 39,000 students from 170 different countries and over 9,000 staff of 100 different nationalities.  

As we embark on an ambitious Digital Transformation, we are investing in our IT Service, which is key to developing our learning and research capability as we strive to collaborate across the globe, attacking global issues.

You will be responsible for operational leadership of one of our Service Desk Teams, within Front Line Services as part of IT Services. Working with colleagues across IT, you will have responsibility for day to day leadership of colleagues through effective support, mentoring, coaching and management of workloads.   You will act as a point of escalation, as well as being experienced in the delivery of an excellent customer experience. You will be able to guide, support and challenge colleagues in your team to ensure optimal resource allocation and prioritisation. You will have excellent communication and interpersonal skills, along with the ability to lead and manage others in line with the University’s Policies and IT’s commitment to customer service excellence.

What we offer in return

  • 26 days holiday plus approx.16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s 42 days a year!
  • Generous pension scheme – the University contributes 21.6% of salary
  • Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
  • Personal Development: Access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, Creative Writing, Wellbeing Therapies and much more.
  • Access to on-site childcare, shopping discounts and travel schemes are also available.

And much more!  

If you are looking for a role that will help our IT Service support the University in changing the world apply today.

To explore the post further or for any queries you may have, please contact: 

Peter Twomey, Head of Frontline Services

Email: [email protected]

Location:  Leeds – Main Campus
Faculty/Service:  IT
School/Institute:  DDO
Category:  Professional & Managerial
Grade: 
Grade 7
Salary: 

£36,333 to £43,155
per annum
Post Type: 

Full Time
Contract Type:  Ongoing
Release Date:  Wednesday 14 June 2023
Closing Date:  Wednesday 28 June 2023
Interview Date: 
Wednesday 05 July 2023
Reference:  ITDDO1051
Further details:

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