Nottingham College

IT Customer Service Team Leader

Nottingham, Nottinghamshire
Band 6 - £24,081-£28,000 per annum
29 Oct 2020
15 Nov 2020
Job Function
IT / e-learning
Contract Type
Full Time


  • Access to the Local Government Pension Scheme
  • Kia Car Scheme
  • Annual Travel Passes Scheme
  • Cycle to Work Scheme
  • Access to Additional Annual Leave
  • Access to NUS/TOTUM Discount
  • Discounts
  • Employee Assistance Helpline


  • The Lace Market, Nottingham, NG1 1NG

IT Services is at the heart of delivering services to over 30,000 students and 1,500 staff and Nottingham College is committed to improve technology and the way IT Services are delivered across all of its sites.

The closing date is Sunday 15th November 2020

You will be responsible for developing and leading the Service Desk function that will be the first point of contact for a user and the face of IT Services and other functions as agreed.

You will help to embed the incident management processes and manage the IT Service Desk team to deliver high quality first line support to all of the colleges’ stakeholders and drive the capabilities of the team to increase the level of first-time fix for issues raised including remote fix. You will develop the Service Desk along the ITIL best practice lines and service related processes, ensuring that incidents are escalated correctly, service levels are met, and key indicators are reported to the organisation. You will work with the IT Manager – Service Delivery to shape the overall approach to support provision.

The post will be shortlisted against the essential and desirable criteria at application stage from the person specification. Please ensure that you have a look at this specification attached to the Role Profile and complete your application directly from this, as these specifications are an integral part of the selection process.

For further details on this post which the job description and person specification cannot answer for you, please contact Yasir Rafi on 0115884 2312 or email

Interviews/assessments are planned for week commencing 23rd November

Our values mean we work together, as One Team. As One Team in our commitment to creating an inclusive environment, promoting inclusivity and respect with a culture that supports our college community of staff and students to achieve their full potential and celebrate all aspects of diversity. Achieving our aim to be an employer of choice will be through striving to lead an environment that is free from discrimination, harassment, bullying and victimisation.

We believe that a diverse workforce leads to an organisation that is more innovative, more creative and gets better results. We want our workforce to represent the diversity of the people and communities that we serve. We also want our workplace to be one where different experiences, expertise and perspectives are valued and where everyone is encouraged to grow and develop. We are happy to consider any reasonable adjustments that successful candidates may need.

Nottingham College is committed to safeguarding and promoting the wellbeing of our students and expects all staff and volunteers to share this commitment. Background checks including employer references and an enhanced DBS check will be required for this role.

Please apply via the link

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