Head of Support Services

APPLICATION SUPPORT TEAM LEADER – WEBCMS AND AWS

CENTRAL OXFORD / HYBRID 

GRADE 8 : £45,585 – £54,395

The University of Oxford is a stimulating work environment, which enjoys an international reputation as a world-class centre of excellence. Our research plays a key role in tackling many global challenges, from reducing our carbon emissions to developing vaccines during a pandemic.

We have an exciting opportunity to join the IT Services Department as an APPLICATION SUPPORT TEAM LEADER working hybrid, typically 20/80 office/remote.

IT Services is a key department that ensures that the University has the robust, reliable and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research and administration. We value and recognise our own and the contribution of others, creating a great culture to work in and a place where we all feel we belong.

What We Offer As an employer, we genuinely care about our employees’ wellbeing and this is reflected in the range of benefits that we offer including:

•         An excellent contributory pension scheme

•         38 days annual leave

•         A comprehensive range of childcare services

•         Family leave schemes

•         Cycle loan scheme

•         Discounted bus travel and Season Ticket travel loans

The University also runs an enormous number of social groups and sports clubs for those looking for more than just a great place to work.

About the Role

Are you ready for an exciting opportunity to lead a dynamic support function within a renowned University’s Software Solutions group? Our CMS and Web Platform Team is responsible for supporting and developing the University’s Drupal web publishing platform (current version: Oxford Mosaic), alongside a suite of AWS-hosted React applications used across the University for administration, outreach, public engagement, and research dissemination. In this new post in the team of Application Support Team Leader, you will play a pivotal role in ensuring the continued performance, security and currency of the applications, as well as enabling users to use them effectively as they employ them in their work, study and leisure.

In this role you will lead the support function, with responsibility for managing a regular schedule of technical maintenance to keep applications secure and current. You will steer the support team in the management of incidents and its support ticket queue. Working to extend and champion a culture of continuous improvement, you will develop and monitor support KPIs and processes to proactively review the currency of systems. You will liaise with suppliers, system owners, users and the functional and technical support staff to ensure the continued smooth delivery of application upgrades and enhancements.

You will report to the CMS and Web Platform Manager as one of a friendly, agile team of 8 software developers and expert functional analysts. You will have Line Management responsibility for the 2 functional support staff and will act as a mentor/supervisor to apprentices and work experience students. You will join the Team at an especially exciting time, as the University-wide Digital Transformation Project is transforming the institution into an organisation enabled to reach and sustain an ambitious digital strategy.

About You

We are seeking an enthusiastic and skilled individual who is passionate about good quality software and supporting users in their experience of it.

As the Application Support Team Leader successful in this role, you have an acute grasp of the risks and dependencies in the management of technical changes in live systems, as well as strong leadership skills in giving guidance, support and direction to functional analysts providing essential application support. You possess a keen analytical mind to identify areas for continuous improvement, and make data-driven decisions to enhance process efficiency and user experience. You have strong communication skills with the ability to convey technical information in a clear and understandable manner. Your adaptable and flexible attitude towards the demands of the job responds to the dynamic nature of technology and digital transformation initiatives. A natural collaborator, you work effectively in a team environment, modelling a positive team culture, as well as being happy working independently on your own initiative.

If you can demonstrate your effective experience managing software support and change we’d love to hear from you!

Application Process

You will be required to upload a covering letter/supporting statement, CV and the details of two referees as part of your online application.

This vacancy closes on Monday 8 April 2024 at 12:00