IT Service Desk Team Leader

Digital IT has an exciting new opportunity available on the IT Service Desk for a Team Leader to cover a period of maternity leave.

This is an excellent chance to step into a leadership role within a dynamic and supportive environment, where your contributions will directly impact the quality of IT services provided across the University!

As the Team Leader, you will play a pivotal role in guiding and motivating our Service Desk team to ensure that service levels are consistently met and exceeded. We're looking for someone inspiring who will develop the team by identifying individual strengths and providing coaching/mentoring support, who also has a strong technical background in order to make informed decisions about new technology and processes.

As well as strong leadership skills and a passion for customer care, the ideal candidate will be able to analyse situations quickly in order to resolve challenges, make sound judgements and implement solutions that prevent future problems.

If this sounds like you then we want to hear from you, apply at Salford today for a career that works for you!

Key Responsibilities

• Ensure Service Desk SLAs and KPIs are reported upon in a regular and visible manner by proposing, evaluating, and implementing IT service desk procedures and related technologies to meet the University’s business needs.
• Demonstrate leadership and strong communication skills to manage, coach and motivate Service Desk Agents in all areas of responsibility.
• Responsible for personnel development within the Service Desk team, including role reviews and the Performance & Development Review (PDR) to ensure each team member is operating productively, developing & refining skills, and maintaining a healthy work/life balance.
• Define, cascade, and implement data collection in areas of responsibility, analyse management information, report trends and issues and make recommendations. 
• Manage the delivery of continual service improvement within IT Service Desk; identify and deliver enhancements that add value to the student/staff user experience.

A bit about Digital IT…

Our Digital IT team provide essential services to the University’s students, academics, and professionals, and so much more! The team explore new technologies and strive to innovate, with a strong focus on improving the customer experience. The ambition is that Salford will become the destination of choice for students who will have exceptional levels of employability when they graduate. Our three pillars of Digital Strategy, Digital Delivery and Digital Service all work together as a key enabler for the University to achieve this.

What’s in it for you?

Competitive salary - and excellent pension scheme

Generous annual leave – An impressive 32 days leave, plus bank holidays, additional time off at Christmas and the opportunity to buy even more!

Flexible working - we support a culture of flexible and hybrid working, subject to business requirements.

Professional development - a comprehensive package of training and development opportunities to help you achieve your full potential.

Our community – there’s a real sense of belonging here at Salford. We value diversity — in backgrounds and in experiences. Our difference makes us stronger, and together we share a passion for improving students’ lives.

The perks! MySalford, our online employee portal, offers a wide range of lifestyle benefits and discounts.

Wellbeing – your wellbeing is our priority. We have a wide range of dedicated services and facilities to support your mental and physical health.

Become unstoppable – apply today!

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