IT Service Desk Team Lead

IT Service Desk Team Lead

Harwell Campus, Oxfordshire

£34,905-£38,055 per annum (depending on skills and experience)

Full time, fixed term for 24 months

About Us
The Mary Lyon Centre at MRC Harwell (MLC) https://www.har.mrc.ac.uk/ is located in an expanding science and innovation park in Oxfordshire and is an internationally renowned centre at the forefront of genetics research. The MLC is an excellent place to further develop your IT career with a range of training and development opportunities.

About the Role

Are you ready to advance your IT career in one of the world's most renowned Medical Research Centres? If so, we have a challenging and rewarding opportunity for you.

As the IT Service Desk Team Lead at the Mary Lyon Centre, you will be a key player in providing exceptional support to end users. Your role will involve managing and leading a small in-house service desk team and collaborating closely with our systems engineering team. You will foster a positive and collaborative working environment, mentoring team members and ensuring the day-to-day operations of the service desk run smoothly. In addition, you will provide direct, hands-on assistance with ticket resolutions.

Your contribution is vital to our organisation, as it ensures that our scientific, technical, and administrative colleagues can dedicate their time to their research. We are seeking a team player with a proactive attitude; someone eager to broaden their experience across a wide range of skills and domains in a collaborative and friendly environment.

About You

You will need to hold/have:

• Degree/HND or equivalent in computer science or relevant IT service desk work experience
• SCCM or software deployment and configuration tools
• Experience in successful management and development of teams within a customer services business setting
• Proficiency in configuring, supporting, and deploying laptops, desktops, tablets, phones, and hardware peripherals, as well as application management and distribution
• Strong knowledge of and experience in supporting Windows OS

Key Responsibilities

As the IT Service Desk Team Lead, your main duties and key responsibilities include:

• Managing a small local team of service desk analysts
• Ensuring adherence to local service desk processes, procedures, and policies
• Identifying areas for continual improvement in processes, resource allocation, and services offered
• Investigating proactive strategies to improve efficiency and service quality
• Training and mentoring service desk team members
• Serving as a point of escalation to the systems engineering team and management

Benefits:

Choosing to come to work at the MRC (part of UK Research and Innovation (UKRI)) means that you will have access to a whole host of benefits, from a defined-benefit pension scheme and excellent holiday entitlement, to access to employee shopping/travel discounts and a salary sacrifice cycle-to-work scheme. In addition, you will have the opportunity to contribute to the work of a world-class medical research organisation.

The MRC values the diverse skills and experience of its employees and is committed to achieving equality of treatment for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes and abilities.

How to Apply

If you are ready to take on this exciting role and be part of a team dedicated to ground-breaking research, we would love to hear from you. For full details and to apply, please click apply.

Please quote reference MLC 2410

The closing date for applications is 9th June 24