IT Service Desk Lead

Job title: IT Service Desk Lead

Department: Information and Technology

Contract Type: Permanent

Grade: 7  

Location: Bloomsbury, Camden, Greater London

Hours: 35

SOAS University of London is the leading Higher Education institution in Europe specialising in the study of Asia, Africa and the Near and Middle East.  SOAS University of London is positioned to play a leading role in reimagining higher education globally, with a new strategic plan in place as the basis for the renewal and revitalisation of the School which commits SOAS to both student responsiveness and research intensity. SOAS is moving towards a new model of international partnerships which is responsive to the transnational character of our global challenges.

About the Role:

You will provide support to the IT Delivery Service Manager and assurance to staff, students, and colleagues in the effective use of IT systems and equipment across teaching and learning spaces. They will work closely with other Service Desk Analysts, deputising where required, and will be responsible for handling queries, managing software and hardware installations, configurations, and troubleshooting.

Operating within established policies and procedures, you will also identify where modifications are needed and implement these in consultation with their line manager. A key responsibility will be ensuring that IT requests are logged, resolved efficiently, and accurately recorded in the call management system to support trend analysis and preventative solutions.

About the Department:

The post of IT Service Desk Lead sits within the Information & Technology Directorate. The role supports a wide range of technologies that enable and enhance the effectiveness of the institution.

About you:

You have experience in deputising and overseeing the day-to-day operations of the Service Desk to ensure excellent service delivery.  You should have proven experience in providing guidance and support to team members, along with strong skills in handling incidents promptly and professionally.

You should be capable of managing workload distribution effectively, prioritising urgent and high-impact issues, and demonstrating excellent written and verbal communication skills when engaging with users and stakeholders.

Experience in a Service Desk environment, ideally within an ITIL framework.

You can find further information on the key criteria for the role in the Job Description and Person Specification, along with a full list of duties and responsibilities, which can be found on the SOAS website.

What We Offer:

We are committed to providing a supportive and rewarding work environment. In addition to a competitive salary, we offer a comprehensive range of benefits designed to enhance your well-being and work-life balance:

• Generous Holiday Entitlement: Benefit from 44 days of holiday (30 days annual leave, plus bank holidays and 6 closure days over Christmas and Easter) to ensure ample time for rest and relaxation.
• Flexible Working Arrangements: We recognise the importance of flexibility and offer options to help you manage your professional and personal commitments effectively.
• Generous occupational pension scheme: To provide financial security for your future
• Learning and Development: We are dedicated to your professional growth and development and offer diverse learning and development opportunities to enhance your skills and advance your career.
• Health and Well-being Initiatives: Take advantage of our cycle to work scheme, eye tests, and season ticket loan to support your health and mobility.
• Enhanced Family Leave: We offer enhanced maternity, paternity & partner leave, and shared parental leave to support you during significant life events.
• Employee Assistance Programme: Access our confidential EAP for advice and support whenever needed.
• Discounted Gym Membership: Maintain your fitness with our discounted gym membership.

How to Apply: 

Please complete the online application form and upload your CV and a supporting statement.

Closing date: 26th October 2025 at 11:59 p.m.                               

Interviews to be held: Week commencing 10th November 2025.   

Use of AI

While AI tools can be beneficial, we value the personal touch and authenticity in job applications. We encourage you to highlight your unique experience, knowledge, skills, and abilities, ensuring all information is accurate. Please use AI tools responsibly and with integrity throughout the application and selection process.

Further information

Successful candidates will need to demonstrate their eligibility to work in the UK or have limited leave to remain in the UK and associated right to work for the duration of their employment with SOAS, in accordance with the Immigration, Asylum and Nationality Act 2006.

We are not able to offer sponsorship for candidates who do not currently possess the right to work in the UK.

If you have any questions or require any assistance with regard to the application process, please contact us via the HR Contact Form | SOAS

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