"Support Team Leader"

University of Hertfordshire - Library & Computing Services / Support

FTE: 1.0 FTE (37 hours a week)

Duration of Contract: Permanent

Annual Leave: 30 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year

Location: College Lane Campus but will be required to work across all UH campuses

The Library and Computer Services Support Team deliver frontline support to the staff and student at the University. We are looking for a self motivated individual with excellent customer service skills to provide IT and library support.

Main duties and responsibilities

The Support Team Leader will have responsibility for the delivery, implementation, operation and daily management of a frontline support team delivering Helpdesk services. The Central Support Team is comprised of multi-skilled Specialists who will be responsible for providing frontline support for the University’s staff, students and visitors. This support is for the wide range of library, academic and IT and AV services that the Library and Computing Service department offers.

The Support Team Leader will need to work closely with the other Team Leaders within the department to ensure the wide range of University services, systems, solutions and support that LCS is responsible for can be delivered.

The post will involve allocating staff to provide support across the whole University estate as necessary. This will include ensuring customer queries are managed efficiently through channels such as phone, email and tickets. They are expected to lead the LCS frontline team in providing customers with the best possible service at all times within the agreed service standards.

Skills and experience required

Self-motivation, initiative with a “Can-Do” approach to resolving problems as well as a high standard of communications skills (oral and written), writing clear procedures & instructions are required. You will have excellent interpersonal, advocacy and problem-solving skills, strong organisational skills, the ability to prioritise work and to meet deadlines and be a good team player.

Qualifications required

Graduate or equivalent expertise and experience

Please view the job description and person specification for a full list of the duties and essential criteria, click the 'Apply' button above. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

Internal applicants – please ensure you apply via your employee self service portal.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work or demonstrate access to UK Right to Work before an offer is made.

Contact Details/Informal Enquiries: Becky Wainwright, Support Manager, email - r.j.wainwright@herts.ac.uk

Closing Date: 15 Jan 2026

Interview Date: TBC