Senior Support Analyst

Looking for your next challenge in IT Leadership? Join our IT Support team as a Senior Support Analyst (Technical Lead) where you'll influence the direction of support services, drive service improvements, lead technical initiatives and act as a senior technical authority across Service Desk and Desktop Support.

About the role

Reporting to the Support Team Manager, the Senior Support Analyst (Technical Lead) provides technical leadership across the IT Support function,supporting the delivery of IT Support services across Service Desk and Desktop Support functions.

The role acts as a senior technical escalation point for complex incidents and service issues, whilst also contributing to service improvement initiatives, project delivery, service ownership and ITSM process development.

You will work closely with colleagues across Technology & Information Services and may be required to undertake line management responsibilities where operationally required.

You will: 

• Provide technical leadership and expertise across Service Desk and Desktop Support functions, supporting the resolution of complex incidents and technical challenges.
• Take ownership of IT services and contribute to the continual improvement of service quality, customer experience and operational efficiency.
• Support the development and operation of IT service management processes including Incident Management, Request Fulfilment, Major Incident Management, Problem Management and Knowledge Management.
• Lead or contribute to technical projects, service introductions and technology change initiatives.
• Coach and support colleagues, sharing technical knowledge and undertaking line management responsibilities where required. 

For this role, you will need to be on site 3 days a week. Although we can accommodate working from home for this role, flexibility to be on-site will be expected due to business needs.

A current full driving licence (manual transmission) is essential as you will be driving University of Plymouth vehicles.This role is also subject to health surveillance with our Occupational Health team.

For an informal discussion to find out more about the role then please contact Martin Butlin: by email at martin.butlin@plymouth.ac.uk or by telephone on 01752 588 727.

What we’re looking for

You will have: 

• Significant experience supporting and troubleshooting enterprise IT services and technologies.
• Experience working within an ITIL-aligned support environment with a focus on continual service improvement.
• Ability to lead technical initiatives, influence decision-making and provide guidance to colleagues.
• Excellent communication skills with the ability to engage both technical and non-technical audiences.
• Strong analytical and troubleshooting skills with the ability to manage complex technical issues through to resolution. 

About us

You'll be joining a newly integrated IT Support team responsible for delivering support services across the University. The team combines Service Desk and Desktop Support expertise to provide a customer-focused, flexible and collaborative support function.

This is an exciting time to join as we continue to develop our operating model, introduce new technologies and drive continual improvement across the services we provide to staff and students.

Application Process

Please apply online, demonstrating how you meet the essential criteria outlined in the knowledge, qualifications, training, skills and experience elements of the job description in your supporting statement.

Following the closing date of the vacancy, you will be notified on the outcome of your application in due course.

Closing date:  12 midnight, Sunday 4 October 2026

A summary of our comprehensive benefits can be viewed here.

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