- Entry level
- No Education
- Salary to negotiate
The Digital Infrastructure Desktop Support and Service Desk Team Leader role at DL is responsible for the day to day management and escalation of service requests and incidents in support of the Single Integrated Service Desk. The Service Desk provides triaging and 1st /2nd line support for a wide variety of complex enterprise wide IT services and in addition is responsible for the provision of Microsoft desktop and application support to a wide variety of scientific, technical and supporting departments. Your role will include accountability for maintaining a customer focused culture within the team and ensuring that resources and processes are in place to meet the KPIs required by the business. You will work closely with other members of the STFC Digital Infrastructure team (DI) team to ensure services are delivered efficiently and effectively and you will be key to enabling the organisation to successfully deliver its core business of science.
Roles and Responsibilities
- Management of a team of IT analysts and apprentices at the Daresbury site and working closely with your opposite number at the Rutherford site and the Desktop Support and Service Desk Manager. To assist the Service Desk manager in any recruitment process
- Jointly responsible (with your opposite number) for the day to day management of the ticket queue, following industry best practice, allocating work and escalating as appropriate
- Acting as a point of technical/management escalation for team members at either site
- Ensure that incidents are handled appropriately and escalated when a decision is required at a more senior level
- To identify areas for continual service improvement in process, resource allocation and services offered
- To manage small works/projects in support of the operation of the Desktop Support and Service Desk team
- Ensuring that the team rota/schedule is staffed to agreed levels
- To carry out regular reviews with your direct reports, identifying any areas for development or support
- Completion of weekly operational updates
- To deputise for the Desktop Support and Service Desk Manager at project/operational meetings as required
- Liaise with internal and external stakeholders including suppliers, technical support teams and other departments.
- The role will be based at the DL office, however you will be expected to be able to work with staff in the other locations as the need arises. The role will require you to operate within a rota/schedule basis to ensure coverage to the business within agreed working hours. These are Monday to Friday 8:00am to 6:00pm. The rota times and schedule will need to be flexible to ensure appropriate levels of cover are provided.
UK Research and Innovation is a new entity that brings together nine partners to create an independent organisation with a strong voice for research and innovation, and a vision to ensure the UK maintains its world-leading position in research and innovation. More information can be found at . The Science and Technology Facilities Council is a world-leading multi-disciplinary science organisation, and our goal is to deliver economic, societal, scientific and international benefits to the UK and its people – and more broadly to the world.
Shortlisting (S) and Interview (I) Criteria
- A relevant computer science degree (or Higher Education qualification), or relevant subject matter and industry experience (S/I)
- Significant experience within a service desk function in an environment of diverse business IT systems (S&I)
- Experience of managing teams, preferably with experience of working across multiple sites (S&I)
- Experience of supporting hardware, including desktops, laptops, mobile phones and printers (S&I)
- Recent experience of deploying and maintaining MS Windows Operating Systems in medium to large organization, particularly Windows 10 (S&I)
- Knowledge of IT security principles (I)
- Strong customer focus (I)
- High level of drive, enthusiasm and focus on the achievement of goals (I)
- Strong attention to detail and excellent organisational skills (I)
- Strong ability to think creatively, and demonstrate excellent problem-solving skills (I)
- Able to seek and accept change and continuous improvement (I)
- Able to assess, evaluate and prioritise particularly when under time pressure (I)
- Good inter-personal skills, particularly in team motivation (I)
- Able to communicate effectively to both technical and non-technical audiences. (I) Desirable
- Experience of MS Exchange and MS Outlook support (S&I)
- Experience of Active Directory account management and support (S&I)
- Experience of working within the Public Sector (S)
- Knowledge of non-windows systems (e.g. Linux and Apple) (I)
- Basic knowledge of networking technologies and support (I)
- Support of Mobile Phones (iOS & Android) (I)
- Experience in any of the following technologies: (I)Physical and Virtual Server environmentsMicrosoft 365 application support Content Management Systems (e.g. Xibo) Software Deployment and Configuration Video Conferencing technologies and products. UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider whether this conflicts with your personal values or beliefs.
To enable us to hire the very best people we will conduct a full and comprehensive pre-employment check as an essential part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.
UK Research and Innovation recognises and values employees as individuals and aims to provide a pay and reward package that motivates staff to the best of their ability. The reward and benefit package includes a flexible working scheme, an excellent Defined Benefit pension scheme, 30 days annual leave allowance and a number of other benefits.
We are committed to developing employees in their roles throughout their career. Learning and development plans enable employees to continue their professional development through training and development opportunities such as e-learning, classroom training and on-the-job experiences. We encourage our employees to share their learning across teams and organisations.
We strive to make decisions based on individual merit and ability. We welcome applications from all sections of the community and promote equality of opportunity in accordance with the Equality Act 2010. As holders of Disability Confident Employer status, we guarantee to interview all applicants with disabilities who meet the minimum criteria for the vacancy.