Technical Operations Team Leader

at  University College London

ABOUT US

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.
ISD has over 500 staff and is structured into eight departments: Director’s Office; Architecture and Design; IT Change and Project Delivery Services; IT for IOE and Humanities; IT for SLMS, Professional Services and the Bartlett; IT Service Delivery; Learning Technology and Media Services; Research IT Services; and Service Strategy and Improvement.
Within ISD, IT Service Delivery provides infrastructure and other technology services, the common IT service desk and application development/support services including database administration. This post is in Technical Operations, which works across UCL to deliver and support cost effective and consistent Network, desktop and AV solutions.

ABOUT THE ROLE

The Technical Operations Team Leader is accountable for a team of engineers that support and maintenance of ISD desktops/laptops, physical network, & AV services over a shift pattern. They strive to meet and exceed customer expectations by delivering and restoring services within SLA and where possible, restoring remotely.
When an engineer visit is required, they ensure appointments are booked in a timely fashion and restoration is achieved with the minimum of visits. They oversee all elements of 2nd line support for Customer Operations to ensure seamless support across the customer facing technologies supported by the team. They are the initial escalation point for any issues, ensuring we resolve our customers’ issues.
Offering technical guidance for engineers and customers as required, where needed liasing with the Technical Specialists. They are responsible for providing and arranging mentoring, training and support to Technical Operations officers within the team. They provide weekly and monthly reporting against volumes and SLA performance, recommending, and when appropriate, implementing ways in which we could improve our performance.

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
• Additional 5 days’ annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Immigration loan
• Relocation scheme for certain posts
• On-Site nursery
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insuranc