IT Service Desk Team Lead - MLC 2410

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.,

• Management of a small local team of service desk analysts


• Ensure adherence to local service desk processes, procedures and policies


• Identify areas for continual improvement in processes, resource allocation and services offered


• Investigation of proactive strategies to improve efficiency and quality of service


• Training and mentoring of service desk team members


• Be a point of escalation to the systems engineering team and management


• Undertake project-based work in line with the service desk team objectives


• Completion of weekly operational updates to the Head of IT


• Maintain staffing schedules to ensure adequate coverage during operational hours


• Identify and develop training programs to enhance technical skills, product knowledge and customer service skills within the service desk team


• Resolution of tickets; analysing and resolving service requests and incidents


Working relationships:

• Provide support to scientific, technical and administrative users across the site


• Work closely with the systems engineering team


• Collaborate with other informatics staff across the department


• 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!

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.,
• Degree/HND or equivalent in Computer Science with relevant IT Service Desk work experience


• SCCM or software deployment and configuration tools


Desirable:

• Endpoint manager


• Proven service desk management experience


Previous Work Experience Required:

Essential

• Experience of providing ICT support in a relevant environment with similar products and technologies


• Experience of successful management and development of teams within a customer services business


• Laptop, desktop, tablets, phones, and hardware peripherals (configuration, support and deployment)


• Application management and distribution


Knowledge and experience:

Essential:

• A good understanding of MS Office 365 applications


• Strong knowledge and experience supporting Windows OS


• Experienced and confident leader who will elevate the team


• Experienced with service desk policies and processes


plus, any combination of the following skills

• Understanding of MS Office 365 support and administration


• Windows server knowledge


• Active directory knowledge


• Experience of setting up new workstations, laptops, tablets, or phones


Desirable:

• Experience supporting Apple Mac OSX


Personal skills/Behaviours/Qualities:

Essential:

• Excellent interpersonal and customer service skills


• Ability to assess, evaluate and prioritise


• Ability to make and communicate confident decisions, delegating work efficiently


• Excellent time management and organisational skills


• Ability to create concise and practical documentation


plus, any combination of the following

• Ability to communicate professionally


• Enthusiasm and capability to learn


• A proactive, self-motivating attitude to project delivery


• Can work both collaboratively and without supervision
  
  The Mary Lyon Centre at MRC Harwell (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.
  
  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. The MRC is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence in scientific research through good equality and diversity leadership and management.


Corporate/Local Responsibilities & Requirements:

The post-holder must at all times carry out their responsibilities with due regard to the MRC's:

• Code of Conduct


• Equality and Diversity policy


• Health and Safety policy


• Data Protection and Security policy


All employees are required to act professionally, cooperatively, and flexibly in line with the requirements of the post and the MRC.
The MRC is a great place to work and progress your career, be it in scientific research or the support functions.The MRC is a unique working environment where our researchers are rewarded by world class innovation and collaboration opportunities that the MRC name brings. The MRC is an excellent place to develop yourself further and a range of training & development opportunities will be available to you, including professional registration with the Science Council.

Choosing to come to work at the MRC (part of 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 salary sacrifice cycle to work scheme, as well as the chance to put the MRC and UKRI on your CV in the future.

Our success is dependent upon our ability to embrace diversity and draw on the skills, understanding and experience of all our people. We welcome applications from all sections of the community irrespective of gender, race, ethnic or national origin, religion or belief, sexual orientation, disability or age. As "Disability Confident" employers, we guarantee to interview all applicants with disabilities who meet the minimum criteria for the vacancy.

UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider whether this conflicts with your personal values or beliefs.

We will conduct a full and comprehensive pre-employment check as an essential part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check. The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.