Service Desk Manager

10555

College/Service
1
 
Digital and Technology

Department/Team
1
 
Technology Services

Location
1
 
UAL – Elephant and Castle, London UK

Grade
1
 
Grade 6

Salary
1
 
£50,961.00 – £61,398.00 per annum

Contract
 

Permanent

Hours
 

Full time – 35 hours per week

Apply by
 

21 January 2024 23:55

Job description
1
 
Service desk Manager jan 24.docx – 60KB

Converted File Service desk Manager jan 24.docx.pdf – 65KB


Additional document/s
1
 
Generic Candidate Information Pack Feb 2023.pdf – 1419KB

The opportunity

We are seeking a well-motivated experienced Service Desk Manager with leadership and line management experience. 

You will provide leadership and line management to team of 11 Service Desk Analysts who deliver 1st line and customer service support to students and staff across the University. 

Working with the Head of Service Operations, you will develop service excellence and ensure the team are providing the best customer service to all users. You will be responsible for the delivery of high-quality services in line within SLAs and best practice. You will continually review and improve processes to provide a consistently high-quality customer experience.

You will contribute to the formulation of strategy and policy. You will work with the Head of Service Operations to ensure the continual development of support and service improvement.  Your role will be key in developing the service desk by introducing new ways of working within an ITIL aligned environment.

You will help develop incident management processes, helping to train the service desk team to ensure service-related processes are followed, incidents are escalated, and issues are effectively resolved.

About you

• Proven experience of managing a Service Desk//1st  line support team is essential for the position ideally servicing a large user base of 20,000 plus
• High level, proven inter-personal and communication skills are essential, as is the ability to lead, motivate and inspire a team of Analysts
• Experience of working in an ITIL environment managing teams that deal with incidents, service requests and problems.
• An ITIL certification is advantageous
• Knowledge of Helpdesk / Service Desk call logging / Service Management software is required
• A qualification in SDI accreditation is beneficial but not essential for the position 

Communication 

• Be able to develop and maintain collaborative working relations across the department and the wider University to achieve the best possible results.
• Proven high level inter-personal and communication skills are essential, as is the ability to lead, motivate and inspire a team of Analysts 

If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at [email protected]

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. UAL is made up of 6 renowned colleges and is ranked second in the world for Art and Design in the 2022 QS World University Rankings. UAL is home to a diverse body of over 6,000 academic, professional and technical staff who support more than 21,000 students from 130 countries. We are proud of our international student and staff community and are committed to ensuring that the University offers an inclusive and supportive environment for everyone; a university where we can be ourselves and reach our full potential.

Our culture

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We are a member of the Race Equality Charter (REC), to help us reduce barriers that negatively impacts B.A.M.E. staff. We are a Disability Confident Scheme Committed employer and a member of the Business Disability Forum, which help us to improve the lives of disabled people in the workplace. In addition, we are a Stonewall Diversity Champion and in 2022 achieved a Gold Award in the Stonewall Workplace Equality Index, helping us to ensure all LGBTQ+ people are valued at work.

Vacancy ID
 

10555

College/Service
1
 
Digital and Technology

Department/Team
1
 
Technology Services

Location
1
 
UAL – Elephant and Castle, London UK

Grade
1
 
Grade 6

Salary
1
 
£50,961.00 – £61,398.00 per annum

Contract
 

Permanent

Hours
 

Full time – 35 hours per week

Apply by
 

21 January 2024 23:55

Job description
1
 
Service desk Manager jan 24.docx – 60KB

Converted File Service desk Manager jan 24.docx.pdf – 65KB


Additional document/s
1
 
Generic Candidate Information Pack Feb 2023.pdf – 1419KB

The opportunity

We are seeking a well-motivated experienced Service Desk Manager with leadership and line management experience. 

You will provide leadership and line management to team of 11 Service Desk Analysts who deliver 1st line and customer service support to students and staff across the University. 

Working with the Head of Service Operations, you will develop service excellence and ensure the team are providing the best customer service to all users. You will be responsible for the delivery of high-quality services in line within SLAs and best practice. You will continually review and improve processes to provide a consistently high-quality customer experience.

You will contribute to the formulation of strategy and policy. You will work with the Head of Service Operations to ensure the continual development of support and service improvement.  Your role will be key in developing the service desk by introducing new ways of working within an ITIL aligned environment.

You will help develop incident management processes, helping to train the service desk team to ensure service-related processes are followed, incidents are escalated, and issues are effectively resolved.

About you

• Proven experience of managing a Service Desk//1st  line support team is essential for the position ideally servicing a large user base of 20,000 plus
• High level, proven inter-personal and communication skills are essential, as is the ability to lead, motivate and inspire a team of Analysts
• Experience of working in an ITIL environment managing teams that deal with incidents, service requests and problems.
• An ITIL certification is advantageous
• Knowledge of Helpdesk / Service Desk call logging / Service Management software is required
• A qualification in SDI accreditation is beneficial but not essential for the position 

Communication 

• Be able to develop and maintain collaborative working relations across the department and the wider University to achieve the best possible results.
• Proven high level inter-personal and communication skills are essential, as is the ability to lead, motivate and inspire a team of Analysts 

If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at [email protected]

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. UAL is made up of 6 renowned colleges and is ranked second in the world for Art and Design in the 2022 QS World University Rankings. UAL is home to a diverse body of over 6,000 academic, professional and technical staff who support more than 21,000 students from 130 countries. We are proud of our international student and staff community and are committed to ensuring that the University offers an inclusive and supportive environment for everyone; a university where we can be ourselves and reach our full potential.

Our culture

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We are a member of the Race Equality Charter (REC), to help us reduce barriers that negatively impacts B.A.M.E. staff. We are a Disability Confident Scheme Committed employer and a member of the Business Disability Forum, which help us to improve the lives of disabled people in the workplace. In addition, we are a Stonewall Diversity Champion and in 2022 achieved a Gold Award in the Stonewall Workplace Equality Index, helping us to ensure all LGBTQ+ people are valued at work.