DESCRIPTION

At UK Biobank, we don’t just provide data; we enable discovery. Our Data & Technology team is at the heart of that mission.
As we continue to grow and transform, we’re investing in the systems and support that underpin our world-class research infrastructure. Providing an exceptional IT experience to all colleagues is a key part of that vision, and that’s where you come in.
This role offers the chance to shape a vital function at a time of exciting change. You’ll lead a dedicated team and play a key role in delivering a customer-first service that’s efficient, responsive, and constantly evolving.

• Leading, coaching, and developing a service desk team to deliver consistent, high-quality support
• Redesigning service desk workflows and structure to improve responsiveness and resolution rates
• Using data and reports to drive service enhancements and identify opportunities for automation
• Establishing KPIs and SLAs to monitor and elevate service delivery
• Collaborating with senior leaders to embed a customer-first culture across IT operations
• Monitoring ticket trends, team performance, and end-user satisfaction to ensure continuous improvemen