End-User Support Team Leader (Desk-side)

at  University of Bristol

YOU SHOULD APPLY IF

You have:

• A degree, plus some hands-on experience in a desktop support role (Windows, iOS, Linux and MacOS), including audio-visual, unified communications and mobile devices; or extensive relevant work experience, as described above.
• Proven experience in managing a team to deliver a customer-centric service.
• Experience of coaching, training and supporting colleagues to resolve end users’ issues and build technical expertise.
• Excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role.
• Strong technical knowledge of hardware components, operating systems, and software applications.
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• Excellent interpersonal and customer service skills with the ability to tactfully resolve customer complaints.
• Attention to detail and a strong commitment to accuracy.
• Ability to work independently and as part of a team.
• Ability to work prioritise and plan own and others’ workloads, utilising relevant data and analytics to achieve deadlines and overall service aims.

THE ROLE

Within the University our IT Services division is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University. As part of this journey, we are looking for a team leader to oversee the delivery of our Desk-side End-User Support services including the line management of the University’s Desk-side Support Engineers. The Desk-side End-User Support services include both proactive (Floorwalking) and reactive (Incident and Request) on-site support activities, as well as ensuring we met needs to support University events and business critical activities (such as Graduation and Assessment activities).
The role holders will ensure delivery of a responsive and customer-centric service that provides excellent levels of customer experience and will support our End-User Service Support Manager to build our re-imagined End User Support teams into a single flexible team. Over time we will be driving improvements in the ways in which we work to deliver our services: using KPIs and metrics to improve Customer Satisfaction and the cadence and balance of tasks across the team as demand and skills suit.

WHAT WILL YOU BE DOING?

• Ensure that all incidents and service requests are being responded to, assigned, and resolved within a timely manner, through use of daily huddles across IT Services and utilise escalation processes where necessary to keep things on track.
• Oversee a team providing 1st and 2nd line support to the University’s end user hardware, software and desk-side services and collaborate closely with management and fellow Team Leaders to ensure uninterrupted support for all Digital Services during peak demand periods.
• Act as point of escalation from within the team and ensure escalations are handled rapidly, capturing and driving lessons learnt where possible.
• Monitor SLA and KPI performance across the team and perform regular analysis to identify any trends or areas for improvement, capturing and tracking actions and working with colleagues across IT Services to deliver improvements.
• Champion best practices and share knowledge and expertise, both within the team and wider IT Services, in order to improve the overall maturity of the operation and support its evolution and improvement.
• Provide leadership and direction to the team including recruitment, appraisal, development and performance management of staff, supporting their wellbeing, productivity and ability to reach their full potential.
• Establish and maintain customer service standards for the team, monitor performance to ensure that these standards are met and assist in the resolution of escalated complaints.
• Produce regular statistics and management reports to demonstrate service and team performance, providing analysis and supporting commentary.
• Constantly develop the skills within the team through personal development plans and use of skills matrices, provide opportunities for the team to learn and support wider IT Services staff and leaders with training as required.
• Leverage technical expertise spanning desktop, audio-visual, and unified communications to actively contribute to knowledge sharing initiatives within the Digital Services team.
• Actively participate in process improvement initiatives to enhance the efficiency and effectiveness of the operation.