Lead IT Support Technician

£33,000 - £35,000 per annum + excellent benefits (30 days holiday etc)

Manchester campus

Weekly travel (2 days per week) to our Birmingham and Leeds campusses (and any new ones we establish) to support the engineers that you manage.

Full Time, Permanent

Click here for the full job description

Arden University

We are an aspirational and multi-award-winning university, delivering rapid growth with ambitious plans to disrupt the HE sector through our passion for innovation and digital education. Our vision is to become the first-choice university for career-focused lifelong learners worldwide, ensuring that everyone, everywhere can access higher education. There has never been a more exciting time to join Arden University, as we expand into new disciplines, forge worldwide partnerships, and expand our locations.

The IT Department

The Lead IT Support Technician sits within our Technology Department that is crucial to making sure our employees and students can work effectively, deliver projects, find the right solutions and ensure we develop the technology that will make the biggest difference. Our IT team is made up of around 60 employees with a vast range of skills from Software Development to IT Operations and IT Security. Our IT Department values employee development and we have lots of great examples of employee progression and promotions within the team.

The Role - Lead IT Support Technician

As a Lead IT Support Technician, you will lead a regional team of support technicians located throughout our study centres who are responsible for delivering outstanding IT support and customer service to our staff and students.

You will oversee suitable processes for customer ticket management, including SLAs, fault categorisation and target resolution times, ensuring that the team performs to your own high standards. You will also line manage the IT Support Technicians and help them to develop their skills and knowledge.

You can find more about the responsibilities in the job description above.

About You:

The right Lead IT Support Technician candidate will have:

Essential:

• Strong Technical skills / knowledge: ITSM Ticketing systems, AV equipment, Microsoft OS and applications, networking.
• Awareness of data protection principles, including GDPR compliance.
• Proven experience in IT customer support, demonstrating your ability to assist and satisfy users' needs.
• Effective task prioritisation and management skills for both yourself and (ideally) your team.
• Proficiency in training and knowledgebase development, enhancing user support.
• Happy to travel to our different sites to support the team.

Desirable:

• ITIL Qualifications.
• Technical accreditations (e.g., Microsoft MCSA / Cisco CCNA / etc.)
• Team lead / management experience

If you're ready to bring your technical prowess and customer support skills to our dynamic team, we'd love to hear from you. Join us in providing exceptional IT support to the fastest growing private university in the UK.

Why Arden:

At Arden, you will become a part of a passionate and dedicated team who are committed to removing unnecessary barriers to learning and making education more accessible. Our people work hard to ensure our students journeys are the best they can possibly be, as such we want to reward our people with fantastic benefits. Employees benefit from:

• 30 days holiday, add the bank holiday on top, and we even throw in Christmas closure
• A generous Aviva pension plan, our contributions start at 7%
• PMI or Healthcare Cashback (dependent on role grade)
• Study any Arden course for free, with generous discount for all family and friends
• Our ‘Golden Ticket’ which allows you to gift anyone in your life a free Arden education
• Plus, other competitive benefits!

Arden’s values:

Stand out, Progressive, Accessible, Resourceful, Kindness, reflect who we are as an institution, a team and as individuals. If they also reflect you and you are excited by the chance to be the driving, creative force within a growing business, we want to hear from you.

There has never been a more exciting time to join Arden University, as we expand into new disciplines and locations. For the full job description, click here, or to start your journey with us, click apply!

Closing Date: Sunday 12 January 2025

We reserve the right to close this vacancy before the specified closing date should we receive sufficient applications or in order to respond to business needs. In order to avoid missing an opportunity to apply please submit your application as early as possible.

This role will not attract sufficient points to obtain a sponsored Skilled Worker visa under the points-based immigration system, however applications are welcome from candidates who don’t currently have the right to work in the UK, but who would be eligible to obtain a visa via another route.

As an Equal Opportunity Employer we celebrate diversity and are committed to creating a diverse and inclusive workplace. Therefore, we make sure that our recruitment and selection processes never discriminate based upon people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances, and actively welcome applications from all groups.