Desktop Support Team Leader

City, University of London - Information Services


City, University of London is a global university committed to academic excellence with a focus on business and the professions and an enviable central London location.

City attracts around 19,500 students (35% postgraduate), is top in London for student satisfaction (Complete University Guide), well above the sector average for graduate employability in most subjects and eleventh in the UK for starting salaries. City joined the University of London in 2016.

In the last REF, City doubled the proportion of its total academic staff producing world-leading or internationally excellent research.

Led by President, Professor Sir Paul Curran, City has made significant investments in its academic staff, its estate and its infrastructure and continues to work towards realising its vision of being a leading global university: it has recently agreed a new Vision & Strategy 2026.


The role of the Desktop Team Leader will involve the day-to-day management of a support team that assists staff and students with reported incidents and requests. The successful candidate will be responsible for handling escalations, ensuring jobs are managed and owned until final resolution whist at all times adhering to agreed procedures and SLAs.

This role provides team leadership support and may require working on a rota basis. Working hours are determined by University requirements (e.g. 8am to 9pm Monday to Friday). Occasional Weekend work may be required.

Person Specification

The successful candidate will have experience in a similar IT support role and be familiar with the demands of a busy customer focussed environment. A strong technical background including Windows OS, Active Directory, MS Office, general IT hardware/peripheral support, and an appreciation of network support is required.

The role holder will possess effective written and verbal communication, together with excellent problem solving skills. They will take ownership of jobs whilst ensuring issues are prioritised and resolved effectively. They will be experienced supervisors with effective people management skills and a proven track record of troubleshooting and delivering excellent service to stakeholders.

A flexible approach to work and initiative are essential to success in this role.

Additional Information

City offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development.

Closing date for applications: 11.59pm 5 December 2017

Actively working to promote equal opportunity and diversity.

Academic excellence for business and the professions.

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