Job Purpose

The IT Fulfilment Lead will play a pivotal role in establishing and maintaining the Fulfilment Function within the College of Science and Engineering (CoSE). This position involves leading a team of skilled IT systems analysts providing specialist technical expertise, advice, and support to end users regarding IT equipment for research and teaching purposes within the College of Science and Engineering (CoSE). Working closely with the Service Delivery Manager, CoSE IT Service Desk Lead, and Problem Analyst, the role holder will plan, manage, and review the schedule of tasks and resources to ensure effective IT support throughout the College.

Main Duties and Responsibilities

1.  Collaborate with the CoSE Service Desk Lead and CoSE IT Service Delivery Manager for effective day-to-day management of the Service Delivery Team, ensuring optimal resource planning and allocation to meet service demands.

2.  Lead, develop, and manage a team of IT professionals to deliver high-quality IT support and specialist IT services to the six Schools within the College.

3.  Plan and organise work effectively by assigning tasks and work packages (such as student lab upgrades, or larger scale staff equipment refreshes) to staff with relevant specialist skills, regularly reviewing activities to ensure the team provides prompt and effective IT support.

4.  Develop and manage the process for tracking spend against the various College/School IT consumable budgets ensuring that the correct authorisations/cost centre assignment are captured for all non-College consumable spend.

5.  Ensure sufficient stock levels of commonly used IT consumables to meet business needs.

6.  Lead the management of the IT asset inventory, ensuring it is continuously updated to track assets through their lifecycle, including the disposal of end-of-life assets.

7.  Conduct analysis, present results, and put forward recommendations through briefings, presentations, or written reports to inform management decision-making.

8.  Identify risks, communicate those risks, and form contingency plans, particularly for legacy systems and platforms.

9.  Stay up to date with industry trends as part of personal development but also to contribute to future objectives for the function.

10.  Maintain and drive Knowledge Base content and ensure IT operational documentation is developed and maintained by the team.

11.  Provide in-depth expert IT support to staff and PGR (Postgraduate Research) students across the College of Science and Engineering, resolving a broad range of technical incidents and requests when resource issues necessitate.

12.  Perform any other reasonable duties and projects as may occasionally be required by the Line Manager or Head of College IT.

Knowledge, Qualifications, Skills, and Experience

Qualifications

Essential:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of separate roles. Or: Scottish Credit and Qualification Framework level 9, (Ordinary Degree, Scottish Vocational Qualification level 4).
A2 Equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar or related role(s).

Knowledge and Skills

Essential:

C1 Proven ability of leading and motivating a team of professionals.

C2 Highly effective communication and interpersonal skills, demonstrating creative and innovative thinking and influencing senior members of an organisation.

C3 Specialist technical and practical knowledge of computing hardware components, computer specifications and standards.

C4 Proven technical problem-solving skills and attention to detail, with an expert ability to analyse complex requirements.

C5 Significant analytical skills and logical approach when investigating IT issues for users, and suitably recording steps being conducted for subsequent reporting and future guidance to other IT staff and users.

C6 Ability to learn and adapt to changing technologies and procedures.

C7 Knowledge and experience of network protocols and principles.

C8 Adaptability to evolving technologies and procedures to ensure the University remains current, while also fostering an environment that encourages and supports team members to do the same.

C9 Experience of working with a range of technical service users, with varying degrees of ability, ensuring their experience is optimal.

C10 Experience of configuring mobile devices in a network environment.

Experience

Essential:

E1 Demonstratable experience in supervising or managing a team, including conducting one-on-one meetings, interviews, and other essential line management duties.

E2 Substantial experience in a senior technical role in a complex IT environment supporting users from multiple disciplines.

E3 Demonstratable experience of IT Service Management (ITSM) Platforms.

E4 Substantial experience of working with a range of operating systems other than Windows desktops, e.g. Linux, MacOS, Windows Server.

E5 Proven experience of working collaboratively with senior technical and non-technical colleagues with the ability to influence and negotiate at all levels including colleagues who are not part of the direct team.

E6 Experience of making informed decisions under pressure by balancing requirements with technical risk.

Desirable:

F1 Prior experience of working in a University or Higher Education environment.

F2 Proven experience in driving sustainable behaviour and culture change through processes or methodologies.

F3 Delivery of projects using Agile tools and techniques.

Terms and Conditions

Salary will be Grade 7, £40,497 - £45,413 per annum.

This post is full time (35 hours per week) and open ended (permanent).

The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK.  If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.

Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https://www.gov.uk/skilled-worker-visa.

Closing Date:  30 March 2025 at 23:45