ABOUT IT SERVICES

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students and researchers.
The Team
The IT Operations Centre, (ITOC), is a 24/7/365 team within IT Services and are responsible for monitoring the system health, performance and availability of live services. The ITOC team also provides monitoring, escalation, intervention, operational maintenance and support, dashboards and reporting functions for all University IT services and infrastructure.

THE ROLE

We are looking for a dynamic and experienced Team Leader to join our IT Operations Centre. This role is central to ensuring the smooth running of ITOC, leading a team of analysts to deliver high-quality support, event management, incident management and operational oversight. The successful candidate will need to design and implement solutions that support the team’s work, generate and analyse reports across multiple tools to ensure OLAs, SLAs and KPIs are met.
This is an on-site position, typically following standard office hours, with the expectation that the successful candidate will occasionally provide cover for the 24/7 operations team as needed.

KEY RESPONSIBILITIES

• Lead and develop a team of IT operations professionals, providing coaching, guidance, and performance management.
• Oversee day-to-day operations including incident, problem, and change management.
• Ensure SLAs and KPIs are met, and drive continuous improvement across operational processes.
• Act as the escalation point for critical incidents and coordinate resolution efforts.
• Collaborate with other IT teams and business units to support service delivery and infrastructure stability.
• Create and maintain operational documentation and contribute to service reviews and reporting.
• Provide support to all members of the team including deputising for the ITOC Manager when required.