IT Service Desk Team Leader
Job Description
About the Role
We are seeking an experienced and motivated Team Leader to join our IT and Computing Services (ITCS) Service Desk on a fixed-term basis.
In this role, you will lead a team of IT Service Desk Advisers who provide frontline IT support to students, staff, and visitors. You will be responsible for managing daily team operations, overseeing service delivery, and ensuring that support is both efficient and customer-focused. You will also play a key role in guiding your team through upcoming changes within the ITCS department.
Key Responsibilities
Lead and support the Service Desk team in delivering timely and effective IT support
Plan and prioritise daily workloads to meet service standards and deadlines
Monitor the quality of service delivery, ensuring a positive user experience
Coach, mentor and develop team members to help them reach their full potential
Promote a culture of continuous improvement and excellent customer service
Act as a key contact during periods of organizational or departmental change
About You
To succeed in this role, you will need:
Proven line management experience in a service delivery or support team environment
A strong customer service orientation with excellent interpersonal skills
A proactive approach to problem-solving and service improvement
The ability to manage competing priorities in a dynamic environment
Passion for team development and performance management
Experience in an IT support context is essential.
Why Join UEA?
Generous leave entitlement of 39 days per year, including bank holidays and customary university closure days (pro rata)
Access to a hybrid working model
Supportive and inclusive working culture – UEA holds an Athena Swan Silver Award for gender equality
Excellent career development and training opportunities
Learn more about our full benefits package on our benefits page
How to Apply
To apply or view the full job description, please visit the University of East Anglia vacancies portal.
