View Vacancy -- IT Service Desk Team Lead - MLC 2410
Open Date 08/05/2024, 09:00 /*generated inline style */ Close Date /*generated inline style */ 09/06/2024, 23:55 /*generated inline style */ Research Institute MRC Mary Lyon Centre /*generated inline style */ Research Institute / Unit Information The (MLC) is located in an expanding science and innovation campus in Oxfordshire and is an internationally renowned centre at the forefront of genetics research. As the hub of the new National Mouse Genetics Network, the specialist facilities and capabilities of the MLC support a number of research groups across the UK to accelerate our understanding of human diseases, such as cancer, developmental disorders and neurodegeneration. /*generated inline style */ UK Research and Innovation is a new entity that brings together nine partners to create an independent organisation with a strong voice for research and innovation, more information can be found at
/*generated inline style */ Band MRC - 4 /*generated inline style */ Location Harwell Campus, Oxfordshire /*generated inline style */ Salary £34,905 – £38,055 per annum (depending on skills and experience) /*generated inline style */ Contract Type Fixed Term /*generated inline style */ Job Type Technical & Scientific Professionals /*generated inline style */ Full Time / Part Time Full Time /*generated inline style */ Contract Length Twenty four (24) months /*generated inline style */ Job Description
Overall Purpose:
Would you like to build your IT career at one of the world's most renowned Medical Research Centres?
Working within the MLC Informatics Group at MRC Harwell, the successful candidate will play a crucial role in leading and supporting the service desk team, providing exceptional support to end users.
In this post, you will be managing and leading a small in-house service desk team, whilst working closely with the systems engineering team, fostering a positive and collaborative working environment.
You will be mentoring team members and organising the day-to-day running of the service desk, ensuring that incidents and service requests are fulfilled optimally, whilst also providing direct hands-on assistance with ticket resolutions.
You will have access to world-class learning and a career pathway through an organisation of 8,000 employees. This post is vital to the organisation, ensuring that our scientific, technical and administrative colleagues can focus their time on their research.
We are looking for a team player with a proactive attitude, who is willing to broaden their experience across a wide range of skills and domains, in a collaborative and friendly environment.
Main Duties/Key Responsibilities
1. Management of a small local team of service desk analysts
2. Ensure adherence to local service desk processes, procedures and policies
3. Identify areas for continual improvement in processes, resource allocation and services offered
4. Investigation of proactive strategies to improve efficiency and quality of service
5. Training and mentoring of service desk team members
6. Be a point of escalation to the systems engineering team and management
7. Undertake project-based work in line with the service desk team objectives
8. Completion of weekly operational updates to the Head of IT
9. Maintain staffing schedules to ensure adequate coverage during operational hours
10. Identify and develop training programs to enhance technical skills, product knowledge and customer service skills within the service desk team
11. Resolution of tickets; analysing and resolving service requests and incidents
Working relationships:
12. Provide support to scientific, technical and administrative users across the site
13. Work closely with the systems engineering team
14. Collaborate with other informatics staff across the department
15. Report to the Head of IT
The Technology
Our site is a networked environment comprising over 600 computers (predominantly Windows but with a small number of Macs), with a proportion of our devices running scientific equipment. You will work closely with our System Engineers in an environment with over 150 physical and virtual servers (Windows, Linux and VMware). A purpose-built data centre is central to our infrastructure, with a fully meshed network and over two petabytes of disk storage which is replicated to our secondary data centre. We support a hybrid Microsoft Office 365 environment, utilise an endpoint systems management application and continue to improve our processes using PowerShell.
If these are technologies you would like to work with and get greater exposure to, then this post could be your opportunity to progress your career!
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Education/Qualifications/Training Required:
Essential:
16. Degree/HND or equivalent in Computer Science with relevant IT Service Desk work experience
17. SCCM or software deployment and configuration tools
Desirable:
18. Endpoint manager
19. Proven service desk management experience
Previous Work Experience Required:
Essential
20. Experience of providing ICT support in a relevant environment with similar products and technologies
21. Experience of successful management and development of teams within a customer services business
22. Laptop, desktop, tablets, phones, and hardware peripherals (configuration, support and deployment)
23. Application management and distribution
Knowledge and experience:
Essential:
24. A good understanding of MS Office 365 applications
25. Strong knowledge and experience supporting Windows OS
26. Experienced and confident leader who will elevate the team
27. Experienced with service desk policies and processes
plus, any combination of the following skills
28. Understanding of MS Office 365 support and administration
29. Windows server knowledge
30. Active directory knowledge
31. Experience of setting up new workstations, laptops, tablets, or phones
Desirable:
32. Experience supporting Apple Mac OSX
Personal skills/Behaviours/Qualities:
Essential:
33. Excellent interpersonal and customer service skills
34. Ability to assess, evaluate and prioritise
35. Ability to make and communicate confident decisions, delegating work efficiently
36. Excellent time management and organisational skills
37. Ability to create concise and practical documentation
plus, any combination of the following
38. Ability to communicate professionally
39. Enthusiasm and capability to learn
40. A proactive, self-motivating attitude to project delivery
41. Can work both collaboratively and without supervision
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