Technical Lead, IT Support & Service Improvement

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

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