ITOC Team Leader

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students and researchers.

The Team

The IT Operations Centre, (ITOC), is a 24/7/365 team within IT Services and are responsible for monitoring the system health, performance and availability of live services. The ITOC team also provides monitoring, escalation, intervention, operational maintenance and support, dashboards and reporting functions for all University IT services and infrastructure.

The Role
We are looking for a dynamic and experienced Team Leader to join our IT Operations Centre. This role is central to ensuring the smooth running of ITOC, leading a team of analysts to deliver high-quality support, event management, incident management and operational oversight. The successful candidate will need to design and implement solutions that support the team’s work, generate and analyse reports across multiple tools to ensure OLAs, SLAs and KPIs are met.

This is an on-site position, typically following standard office hours, with the expectation that the successful candidate will occasionally provide cover for the 24/7 operations team as needed.

Key Responsibilities

• Lead and develop a team of IT operations professionals, providing coaching, guidance, and performance management.
• Oversee day-to-day operations including incident, problem, and change management.
• Ensure SLAs and KPIs are met, and drive continuous improvement across operational processes.
• Act as the escalation point for critical incidents and coordinate resolution efforts.
• Collaborate with other IT teams and business units to support service delivery and infrastructure stability.
• Create and maintain operational documentation and contribute to service reviews and reporting.
• Provide support to all members of the team including deputising for the ITOC Manager when required.

What We’re Looking For

• Proven experience in IT operations or service management, ideally in a 24/7 environment.
• Strong leadership and communication skills with the ability to motivate and lead teams.
• Solid understanding of ITIL practices and operational frameworks.
• Experience with monitoring tools and IT Service Management systems.
• Ability to work under pressure and manage multiple priorities.
• Relevant certifications (e.g. ITIL, CompTIA, Microsoft, Cisco) are desirable.

As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.

Our University is positive about flexible working – you can find out more here

Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.

Enquiries about the vacancy, shortlisting and interviews:

Name: IT Resource Team

Email: it.resource@manchester.ac.uk

General enquiries:

Email: People.Recruitment@manchester.ac.uk

Technical support:

Jobtrain: 0161 850 2004 https://jobseekersupport.jobtrain.co.uk/support/home

This vacancy will close for applications at midnight on the closing date.

Please see the link below for the Further Particulars document which contains the person specification criteria.