IT Operational Lead (Second Line Support) (G7)

University of Leeds

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This role is available to current employees in IT at the University of Leeds only.

Grade 7 (£37,099 – £44,263 p.a.) Depending on experience 

This role will be based on the university campus. We are also open to discussing flexible working arrangements.

Do you have experience working in a busy Field Services provision?  Are you committed to providing Customer Service Excellence? Do you want to use your first and second-line support experience to lead a team?

The University of Leeds is one of the top 135 universities in the world. Established in 1904, we have a strong tradition of academic excellence, reflected in first-class student education, along with world-leading research that has a real impact around the globe. We have a genuinely global community, with more than 39,000 students from 170 different countries and over 9,000 staff of 100 nationalities.

Primarily responsible for operational leadership of Client Support, Client Services within IT, and delivering end-user 2nd line support. Working with colleagues across IT, you will be responsible for the daily leadership of colleagues through effective support, mentoring, coaching and management of workloads. You will act as a point of escalation and be professionally experienced in delivering Field Support services, incident management and request fulfilment. You will be able to guide, support and challenge colleagues in your team to ensure optimal resource allocation and prioritisation. You will have excellent communication and interpersonal skills and the ability to lead and manage others in line with the University’s Leadership Strategy and Policies.

What we offer in return

  • 26 days holiday plus 16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s 42 days a year!
  • Generous pension scheme plus life assurance– the University contributes 21.6% of salary 
  • Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
  • Personal Development: Access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, Creative Writing, Wellbeing Therapies and much more.
  • Access to on-site childcare, shopping discounts and travel schemes are available.

And much more!  

If you are looking for a role that will support the University in delivering global change, apply today!

To explore the post further or for any queries, you may have, please contact

Steve Wilson, Field Support Services Manager

Email: [email protected]  

Location:  Leeds – Main Campus
Faculty/Service:  Professional Services
School/Institute:  IT
Section:  DDO
Category:  Professional & Managerial
Grade 7

£37,099 to £44,263
per annum
Post Type: 

Full Time
Contract Type:  Ongoing
Release Date:  Monday 04 December 2023
Closing Date:  Friday 15 December 2023
Reference:  CSUIT1665
Further details:

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