IT Service Desk Team Leader

As the IT Service Desk Team Leader, the successful candidate will be responsible for overseeing the daily operations of the University IT Service Desk team, ensuring the delivery of high-quality technical support services to customers. You will lead a team of Computer Assistants, providing guidance, mentoring, and technical expertise to ensure efficient resolution of IT-related issues and exceptional customer service.

The successful candidate must have, and your application should clearly demonstrate that you meet the following essential criteria:
Academic or vocational qualifications (e.g. HND/HNC, NVQ 4, Foundation Degree or equivalent in Information Technology, Computer Science or related field); OR Substantial relevant experience. ITIL v4 Foundation certification including a demonstrable working knowledge of IT service management best practices, ideally with experience applying ITIL principles in an operational environment. Significant recent relevant experience working within a large, complex organisation in an IT Service Desk or IT support environment, including:
Comprehensive technical knowledge of IT systems, hardware, software, and networking principles. Proven experience leading and managing a team within a customer-facing IT support environment, with responsibility for performance management, workload management, objective-setting, and service quality delivery. Extensive line management experience, including motivating and developing staff, coaching for performance, setting clear direction and expectations, fostering engagement and accountability, and leading teams to achieve agreed objectives and outcomes.

This is not an exhaustive list. To be successful at shortlisting stage, please ensure you clearly evidence in your application how you meet the essential and, where applicable, desirable criteria listed in the Candidate Information on our website.

What we offer:

Beyond a competitive salary, the University offers an attractive benefits package including a holiday entitlement of up to 8.4 weeks a year, pension schemes and development opportunities. We support staff wellbeing with flexible working options, work-life balance initiatives and support for physical and mental health. You can find more detail on all of this and more on our website. Queen's University is committed to promoting equality of opportunity to all.

We subscribe to Equality Charter Marks such as the Diversity Charter Mark NI and Athena Swan and have established staff networks such as iRise (Black, Asian, Minority Ethnic and International Staff Network) and PRISM (LGBTQ) which help us progress equality. For further information on our commitment to Equality, Diversity and Inclusion, please visit our website. If you are an international applicant and don't already hold a visa that permits you to take up the role you are applying for, please use the information provided on our website to self-assess whether the University is likely to be able to support a visa application.