Remote Support Supervisor

Grade 7

This role provides team leadership for a small team (Remote Support) within the Desktop Services team. Remote Support provide technical second level support to users of the Managed Desktop service by way of the use of remote support tools: phone, email, remote control. The post holder is required to manage resources, provide day-to-day technical lead and liaise closely with their counterpart who will lead the Desk-side Support team. This support involves the post holder working closely with the Service Desk teams as well as users to ensure that work tasks are prioritised and assigned appropriately across members of the Desktop Services team.

Essential selection criteria

  • Ability to manage or lead a technical team
  • Excellent interpersonal skills and the ability to develop effective professional relationships with people at all levels in the University
  • Extensive knowledge and experience of Microsoft Windows desktop environments gained in the workplace
  • Excellent problem-solving skills and a drive to find solutions
  • Ability to work alone, make decisions and take responsibility without direction
  • Ability to troubleshoot complex hardware and operating system configuration problems and interoperability issues
  • Demonstrable experience of troubleshooting a variety of software applications
  • Demonstrable competency in networking technologies and application of this knowledge in resolving problems
  • Excellent record-keeping abilities and attention to detail
  • Proven self-motivation and organisational skills
  • Aptitude for prioritising own work and that of the team according to demands
  • Educated to degree level or equivalent knowledge gained via relevant experience

Desirable selection criteria

  • Experience and practical knowledge of Mac desktop environments
  • Ability to automate tasks (for example, using scripts)
  • ITIL qualification or knowledge
  • Experience of using automated service desk systems
  • Experience of desktop imaging solutions

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