Service Desk Team Leader

About Us

Hartpury University and Hartpury College are among the UK’s leading specialist education providers in agriculture, animal, equine, sport and veterinary nursing. Located in Gloucestershire, Hartpury University and Hartpury College sit side-by-side on a beautiful 360-hectare campus. We provide world-class facilities to more than 4,500 university and college-level students studying undergraduate and postgraduate degrees, A-levels and diplomas, as well as undertaking industry research. The University is rated top 10 in the UK for Teaching Quality (The Times and Sunday Times Good University Guide 2023) and has 97% graduate employability, whilst the College is rated Ofsted Outstanding in all areas. A passionate and innovative business culture and exceptional support networks make Hartpury an ideal career choice.

Hartpury is committed to promoting a diverse and inclusive community – a place where we can all be ourselves. We particularly welcome applicants that we are underrepresented in, including those from ethnically diverse backgrounds, LGBTQI+ communities, and those living with disabilities. As part of our commitment to equality, diversity and inclusion we offer a range of inclusive policies, flexible working arrangements and a multi-faith space to support staff from different backgrounds. To find out more about our commitment to Equality, Diversity and Inclusivity, please click here.

About the Role

• Lead and manage the IT Service Desk by working in partnership with the academic departments and other services to ensure an excellent level of service is delivered to our students and staff.
• Provide hands-on first line support for a range of technologies, including desktop PCs, mobile devices, and cloud solutions.
• Drive continual service improvement, develop service desk reporting, and maintain a comprehensive internal knowledge base to meet SLAs.
• To solve user problems in an efficient and timely way and to provide technical expertise to support and develop effective and efficient internal processes.

About You

• You will have demonstrable experience of providing support across an environment which includes Windows desktops and servers, Office, Active Directory.
• Skilled in MS Windows Desktop Support, with a solid understanding of troubleshooting, system support, and network fundamentals.
• You will have previously led or played an active role in developing a service desk.
• You will have strong organizational skills to manage team schedules and documentation, ensuring efficient onboarding and service consistency.
• Experience of developing SLAs and KPIs associated with a Service Desk and call handling.

We offer a fantastic package of staff benefits including:

• Hybrid working arrangements with blended approach of office and home working
• 25 days annual leave entitlement plus bank holidays rising to 30 days with length of service
• Wellbeing support including our Employee Assistance Programme
• Generous pension scheme (LGPS)
• Employee Discounts Scheme
• Onsite fitness facilities
• Support for continuous professional development
• Flexible working opportunities available
• Enhanced maternity, adoption and paternity leave

Specific Hours: 37.5 hours per week