Department: Digital Services
Grade: 7 (£39,423 – £46,761)
Responsible to: ICT Technical Support Manager
Campus: Derry~Londonderry
(Permanent / Full-Time)
Job Purpose:
As ICT Technical Support Officer, you will manage the call allocation and 2nd level technical support team based at your campus. Your responsibility will focus on all ICT support activities and continual review of IT and AV services provided to staff and students. Managing the campus-based 2nd level Technical Support team through performance management, coaching, mentoring and day to day direction are central to meeting service targets alongside team development. You will report on service metrics utilising our IT Service Management tool and demonstrate progress of individuals, campus technical support team and/or projects you are part of.
Engagement with customers is critical to understand requirements whilst coordinating resources and solutions to manage expectations. You will also develop close working relationships with colleagues across Digital Services depts, in particular members of End User Computing and Networking, and play a key role in the transition of services into operational use. Digital Services are proud to be accredited to the Service Desk Institute (SDI) Service Desk Certification (SDC) programme. Following and continually reviewing 2nd line documentation that adheres to the SDI global best practice standard permitting excellent IT service operations are necessary tasks in the role.
Main Responsibilities:
1. Manage the 2nd-level ICT Technical Support team in support of delivery of highquality campus-based IT and AV services for staff, students, and visitors.
2. Leverage the ITSM tool to manage 2nd-line technical support calls on campus, monitoring and addressing any breaches to ensure timely, high-quality support meets customer expectations.
3. Conduct recruitment processes in line with University procedures, ensuring thorough induction and probation documentation is provided to new team members.
4. Support the development and appraisal of team members, contributing to their ongoing professional growth.
5. Assess and anticipate campus ICT service needs, planning team resources to effectively meet current and emerging customer demand.
6. Plan and allocate the necessary personnel and equipment for critical university services, including support for events held in campus spaces.
7. Act as the point of contact for all 2nd level campus-based service communications, including planned outages and disruptions.
8. Collaborate with stakeholders to define any new service requirements, and work closely with Digital Services teams to ensure a seamless transition into operational use.
9. Responsible for campus based “Incident” and “Problem” management via adoption of business processes, standard working instructions and ITIL best practice.
10. Establish, monitor and manage campus team service levels and operational performance, ensuring compliance with agreed KPIs and SLAs, addressing and reporting any breaches to ICT Technical Support Manager.
11. Address and resolve service complaints, using feedback to improve customer experience.
12. Prepare and deliver management reports on campus technical support team service performance and project progress.
13. Advise the ICT Technical Support Manager on campus service enhancements and champion continuous improvement initiatives that deliver measurable benefits and support high-quality ICT service delivery for staff, students, and visitors.
14. Ensure appropriate recovery capabilities within the Campus Technical Support Team to maintain business continuity and address risk management requirements, supporting the uninterrupted operation of University services.
15. Foster and manage business relationships with key stakeholders, establishing appropriate communications to assist with execution of your role, see key working relationships.
16. Plan and manage projects, including their resources, staff and budgets, and contribute to projects managed by other Divisions.
17. Work in support of implementing the University Strategy via the Digital Services Operating Plan.
18. Ensure space management excellence including asset management, preventative maintenance schedules and health and safety checks.
19. Ensure the provision of ICT service continuity, security of data, contingency planning, and risk management meet the needs of the campus-based customer and complies with best practice and legislative standards.
20. Maintain own continuing professional development.
21. Perform any other duties as may reasonably be required.
Ulster University holds a Silver Athena SWAN award in recognition of our commitment to advancing gender equality in higher education, read more on our website https://www.ulster.ac.uk/peopleandculture/employee-benefits/equality-diversity/athena-swan.The University has a range of initiatives to support a family friendly working environment, including flexible working.
Visa Sponsorship
If you don’t currently have the right to work and live in the UK, we are able to offer sponsorship for Skilled Work Visas subject to UK Visa’s and Immigration (UKVI) requirements if the role meets the Home Office eligibility requirements.
Details can be found on the Home Office website – https://www.gov.uk/skilled-worker-visa
If you have any specific queries regarding this post, please contact the named email address for the vacancy, as listed on the main current vacancies landing page.**
If you have any specific queries regarding eligibility to work in the UK, our Resourcing Compliance team may be able to help: Resourcing-compliance@ulster.ac.uk
Closing Date: 26th June 2025
Apply Here