Job Description

About us
UCL is London's Global University, supported by a diverse and dedicated Professional Services community. The Professional Services (PS) Hub brings together key customer-facing and transactional services across HR, Finance, IT & Business Operations, all working collaboratively to deliver high-quality, efficient and customer-focused support to students, staff, suppliers and partners.
One Desk is the central point of contact for all PS Hub functions, handling thousands of enquiries every day across telephone, email and live chat. The team is committed to providing responsive, accurate and friendly support, continuously improving our services and ensuring every customer receives an excellent experience.
Working with us means joining a proactive, supportive and fast-paced environment where customer service, teamwork and service excellence are at the heart of everything we do.
About the role
Please note this role is internal only.
As the One Desk Team Leader (IT), you will be responsible for managing and developing a team of Advisors and Assistants to ensure the delivery of high-quality support across all customer contact channels. You will oversee day-to-day operations, manage workflows, and ensure service levels are met consistently.
You will take ownership of escalated queries, support formal complaint investigations, and step in to assist with frontline activity during peak periods. You will monitor team performance, analyse trends, update KPI reports and identify resource needs to maintain service quality.
The role also involves delivering training to new and existing staff, maintaining standard operating procedures, coaching team members, conducting quality checks, and contributing to ongoing service improvements. You will work closely with 2nd Tier teams on incident resolution and escalate critical issues appropriately.
This is a hands-on leadership role within a high-volume contact centre environment, offering the opportunity to shape customer experience, develop a high-performing team, and play an active role in enhancing One Desk services.
About you
You will have experience providing IT support within a large, complex organisation and a strong understanding of ITIL processes, particularly Incident, Problem and Change Management. Experience supervising or managing workloads within a helpdesk or contact centre environment is essential, as is familiarity with CRM or ticketing systems such as RemedyForce.
You are an excellent communicator with a strong commitment to customer service and the ability to provide accurate advice in fast-paced environments. You bring proven leadership skills, can motivate teams, and are confident in monitoring performance, analysing trends and making informed decisions.
You have strong problem-solving abilities, an analytical mindset and the ability to anticipate issues and adjust approaches when needed. You are committed to keeping your knowledge current, following best practice, and documenting and sharing solutions with colleagues.
Qualifications such as ITIL certification, Lean Six Sigma or customer service training are desirable, but more importantly, you bring the confidence, professionalism and customer-focused approach needed to drive an efficient, supportive and high-performing One Desk team.
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)

• Additional 5 days' annual leave purchase scheme

• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan

• Immigration loan
• Relocation scheme for certain posts

• On-Site nursery
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance

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Our commitment to Equality, Diversity and Inclusion
As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL's workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.
Available documents

Skills Required