Senior Support Analyst

University of Plymouth; Plymouth; On-site; GBP 36,000 - 39,000; Full time

Benefits offered by this job

Annual leave

Pension

Cycle to work

Employee Assistance Programme

Development opportunities

Flexible working

Retailer discounts

On-site nursery

Job summary

The University of Plymouth seeks a Senior Support Analyst (Technical Lead) to steer IT Support services across Service Desk and Desktop Support. You will provide technical leadership, influence incident resolution and drive service improvements across the IT Support function.

Based on campus in Plymouth, the role requires on-site presence three days a week (with some flexibility for remote work). You will lead projects, mentor colleagues, and ensure delivery of high-quality IT support for staff

Qualifications

• Significant experience supporting and troubleshooting enterprise IT services and technologies.
• Experience in an ITIL-aligned support environment focused on continual service improvement.
• Ability to lead technical initiatives, influence decisions and guide colleagues.
• Excellent communication with technical and non-technical audiences.
• Strong analytical and troubleshooting skills to resolve complex issues.

Responsibilities

• Provide technical leadership and expertise across Service Desk and Desktop Support, supporting the resolution of complex incidents.
• Take ownership of IT services and contribute to continual service quality improvements.
• Support development and operation of ITSM processes including Incident Management, Request Fulfilment, Major Incident Management, Problem Management and Knowledge Management.
• Lead or contribute to technical projects, service introductions and technology change initiatives.
• Coach and support colleagues, sharing technical knowledge and undertaking line management responsibilities where required.

Skills

Enterprise IT support

ITIL framework

Technical leadership

Communication skills

Analytical skills

Job description

Senior Support Analyst

Plymouth 04/10/2026

Salary £35,608 - £38,784 per annum
Grade 6
Contractual hours 37
Basis FR
Permanent Fulltime All Year
Interview date Week commencing Monday 19 October 2026
Job category/type Professional/Support Services
Date posted 18/09/2026
Job reference B1403
Attachment B1403 Job Description.pdf

Description

Looking for your next challenge in IT Leadership? Join our IT Support team as a Senior Support Analyst (Technical Lead) where you'll influence the direction of support services, drive service improvements, lead technical initiatives and act as a senior technical authority across Service Desk and Desktop Support.

About the role

Reporting to the Support Team Manager, the Senior Support Analyst (Technical Lead) provides technical leadership across the IT Support function,supporting the delivery of IT Support services across Service Desk and Desktop Support functions.

The role acts as a senior technical escalation point for complex incidents and service issues, whilst also contributing to service improvement initiatives, project delivery, service ownership and ITSM process development.

You will work closely with colleagues across Technology & Information Services and may be required to undertake line management responsibilities where operationally required.

You will:

• Provide technical leadership and expertise across Service Desk and Desktop Support functions, supporting the resolution of complex incidents and technical challenges.
• Take ownership of IT services and contribute to the continual improvement of service quality, customer experience and operational efficiency.
• Support the development and operation of IT service management processes including Incident Management, Request Fulfilment, Major Incident Management, Problem Management and Knowledge Management.
• Lead or contribute to technical projects, service introductions and technology change initiatives.
• Coach and support colleagues, sharing technical knowledge and undertaking line management responsibilities where required.

For this role, you will need to be on site 3 days a week. Although we can accommodate working from home for this role, flexibility to be on-site will be expected due to business needs.

A current full driving licence (manual transmission) is essential as you will be driving University of Plymouth vehicles. This role is also subject to health surveillance with our Occupational Health team.

For an informal discussion to find out more about the role then please contact Martin Butlin: by email at [e-mail] or by telephone on 01752 588 727

What we’re looking for

You will have:

• Significant experience supporting and troubleshooting enterprise IT services and technologies.
• Experience working within an ITIL-aligned support environment with a focus on continual service improvement.
• Ability to lead technical initiatives, influence decision-making and provide guidance to colleagues.
• Excellent communication skills with the ability to engage both technical and non-technical audiences.
• Strong analytical and troubleshooting skills with the ability to manage complex technical issues through to resolution.

About us

You’ll be joining a newly integrated IT Support team responsible for delivering support services across the University. The team combines Service Desk and Desktop Support expertise to provide a customer-focused, flexible and collaborative support function.

This is an exciting time to join as we continue to develop our operating model, introduce new technologies and drive continual improvement across the services we provide to staff and students.

Our Offer

A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of Plymouth colleagues in delivery of Plymouth’s strategic vision, and will adopt the University of Plymouth’s HR policies and procedures in full unless otherwise stated.

We have a wide range of staff benefits available to employees, depending on eligibility:

• Generous annual leave: 25 Days Annual Leave plus Bank Holidays & Closure Days
• Generous pension scheme
• Cycle to Work & Electric Car Scheme
• Employee Assistance Programme
• Development opportunities
• Enhanced family leaveFlexible working
• Retailer discounts
• On-site nursery

A summary of our comprehensive benefits can be viewed here.

Additional Information

The University of Plymouth is building an inclusive and equitable university where everyone feels represented, supported, and empowered to thrive. Our commitment to equity, diversity and inclusion is guided by the Inclusive Institutions Framework, a strategic and externally validated approach that embeds these principles across the entire institution. To find out more please visit our Equality, Diversity and Inclusion webpages