UCL
Technical Operations Team Leader
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About us
At UCL, we believe that technology plays a vital role in enabling world-leading education, research and innovation. As one of the world's leading universities, with more than 50,000 students and 16,000 staff, we are committed to tackling some of the most pressing challenges facing society.
The Information Services Division (ISD) is at the heart of this mission, delivering technology services that support learning, teaching, research and professional services across the university. Within ISD, Technical Operations provides the frontline technical expertise that keeps our campuses connected, productive and ready to support a diverse and vibrant academic community.
We are now looking for an experienced Technical Operations Team Leader to join our Technical Operations team and help shape the delivery of high-quality IT, AV and network support services across the UCL estate.
About the role
This is an exciting leadership opportunity for an experienced technical support professional who enjoys combining people management with operational excellence.
As Technical Operations Team Leader, you will lead a team of engineers responsible for delivering responsive, customer-focused support for desktop, laptop, network and audio-visual technologies across UCL. You will oversee the day-to-day management of service delivery, ensuring incidents and requests are resolved efficiently, service levels are met, and customers receive an excellent experience.
Working closely with colleagues across Technical Operations, Service Desk and specialist technical teams, you will act as an escalation point for complex issues, provide technical guidance to engineers, and identify opportunities to improve service performance and customer outcomes.
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Alongside operational leadership, you will play a key role in developing your team. You will provide coaching, mentoring and performance management, helping colleagues build their technical capability and deliver consistently high standards of service.
The role offers a varied and visible remit, spanning resource planning, service improvement, stakeholder engagement, reporting and operational leadership across a large and complex organisation.
Please note this is a full time role offered on a hybrid working basis with a minimum of 3-days onsite (subject to change).
About you
You will be an experienced technical support or IT operations professional with a strong understanding of customer-facing technology services and a passion for delivering excellent support.
You will bring experience of leading or supervising technical teams within a service-focused environment and will be confident managing workloads, prioritising competing demands and maintaining high service standards. You will have a broad understanding of desktop, laptop, networking and audio-visual technologies, together with experience working within an ITIL-aligned service environment.
We are particularly interested in candidates who can combine technical credibility with strong people leadership skills. You will be an effective communicator, capable of building positive working relationships with colleagues and stakeholders at all levels, and comfortable providing guidance, coaching and support to help others succeed.
You will also have strong problem-solving abilities, a continuous improvement mindset, and the confidence to identify opportunities to enhance services, streamline processes and improve the customer experience.
In return, you will join a collaborative and supportive team environment, with opportunities to contribute to the delivery of technology services that support one of the world's leading universities and its ambitious future plans.
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What we offer
Standard UCL Benefits:
- 41 days' holiday (27 days annual leave, 8 bank holidays, 6 closure days)
- Option to purchase 5 additional days' annual leave
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme, season ticket loan, and immigration loan
- Relocation support for eligible posts
- On-site nursery and gym
- Enhanced maternity, paternity, and adoption pay
- Staff Support Service (employee assistance programme)
- Discounted medical insurance
Full details: UCL Rewards and Benefits
Our commitment to Equality, Diversity and Inclusion
As London's Global University, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We particularly encourage applications from candidates underrepresented in UCL's workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and - for Grade 9 and 10 roles - women.
Read more: UCL Equality, Diversity and Inclusion
Applicants should also familiarise themselves with UCL's policies on:
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