This role is available to current employees within IT Services at the University of Leeds only

Interviews are expected to be held 13 May and 17 May 2024

Salary: Grade 7 (£37,099 - £44,263 p.a. depending on experience)

This post will be based on the university campus, with scope for hybrid working. We are also open to discussing flexible working arrangements.

Do you enjoy helping people with IT solutions? Are you passionate about IT and customer service? Do you have substantial experience of working in a customer facing technical role?

The University of Leeds is one of the top 135 universities in the world.  We have a truly global community, with more than 39,000 students from 170 different countries and over 9,000 staff of 100 different nationalities.  

As we embark on an ambitious Digital Transformation, we are investing in our IT service which is key to developing our learning and research capability as we strive to collaborate across the globe, attacking global issues.

As part of a new faculty aligned “Customer Squad” you will be a lead member of a busy team dealing with requests, incidents and complex technical change directed to the customer squad. You will work with a diverse range of researchers, technologies, and devices; whilst responding to incidents, support requests and technical change involving new and emerging research technologies.  You will be the source of technical expertise for colleagues, an escalation point for complex issues, and the customer liaison point of contact. With a professional approach and excellent customer service and communication skills you will play a key role in ensuring research faculties can conduct world leading cutting edge research in a safe and secure manner.  Your advanced technical knowledge will give you a deep understanding of what the faculties need and steer the direction of the Customer Squad to achieve this with a collaborative approach.

This role does not involve people line management responsibilities but focuses on delivering high-quality IT solutions and support to enhance research endeavours within an agile squad format.

You will use your breadth of experience to collaborate with internal IT teams to design and implement robust, documented solutions to research requirements. Your experience will be supported by strong technical knowledge of operating system configuration, device administration, data management, software and security which you will use to deliver technical change, and support and develop your colleagues. You will work largely autonomously, managing your own workload and coordinating colleagues in the course of activities that you will be managing.  

To explore the post further or for any queries you may have, please contact:

Steve Wilson, Field Support Services Manager

Email: [email protected]