Job Description

Job Type

Full Time Permanent

Salary

\xc2\xa338,205 - \xc2\xa342,978 per annum

Location

Waterside Campus

Closing Date

08-10-2023

Ref No

UN4684

Documents

(PDF, 1179.56kb)

About The Job

Interview Date: Within period of 18-20 October 2023

The Service Desk Manager leads the university\xe2\x80\x99s first and second-line Service Desk teams who provide daily technical support to students and staff. The post holder will ensure support for existing and emerging IT services. The post holder will also be responsible for providing critical incident management.

We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. We understand this may vary between different areas of the university as well as from one person to another. The Smarter Working arrangements for IT Services allow non-frontline staff to work two days in the office and three days remotely, if you would like to, providing increased flexibility, greater freedom and autonomy.

About You

Skills

• Be able to demonstrate experience of working in a customer service environment
• Be able to demonstrate a track record of sustained successful team leadership in a customer-facing environment
• Demonstrate understanding and application of core technical concepts related to Service Desk management
• Demonstrate understanding and experience of identifying and implementing process optimisation opportunities to enact continual service improvement
• Demonstrate experience of translating \xe2\x80\x98lessons learnt\xe2\x80\x99 from complaint cycles into continual service improvement
• Demonstrate the ability to initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required
• Demonstrate the ability to analyse performance data and subsequently enact a plan to improve performance
• Demonstrate willingness to take responsibility for the full range of customer service functions, from reviewing customer service satisfaction to managing critical incident
• Demonstrate an understanding of HR policies and procedures
• Ability to identify and undertake vital conversations appropriately
• Ability to delegate appropriately

Personal Qualities

• Excellent organisational ability, verbal and written communication skills
• Excellent interpersonal skills and ability to develop professional relationships and rapport amongst colleagues, staff and students
• Excellent customer focus, able to work effectively with and understand customer needs
• Excellent people skills: collaborative and flexible approach to work effectively with colleagues and customers
• Ability to work under pressure and remain calm and polite
• Attention to detail, with a logical and methodical working practice
• Ability to adapt to organisational change
• Ability to adapt to technological advances in the workplace
• Persuasion and negotiation skills

Qualifications

Essential:

• 5 GCSEs (or equivalent) including Mathematics and English Language at Grade C / 4 or above
• A level or equivalent
• Hold a relevant professional qualification (ITIL capability elements, a Level 3 Service Management Framework qualification, or equivalent

Desirable:

• Hold a relevant Bachelors/ Advanced Degree
• Prince 2 or equivalent project management experience

IT Services

The IT Services department comprises 75 staff, divided into 5 teams, and runs the information and technology services of the university. The teams include

• Customer Services and Support
• Technology Operations
• Application Services
• Cyber Security
• Change and Relationship Management

About Us

Come to the University of Northampton and you will see that we do things a bit differently.

We are one of the youngest universities in the UK but we are already leading the way in adding value to society, which we call social impact. We have won multiple awards for our work in this area, among others, but what matters the most to us is ensuring that our students and graduates have the opportunity to make their mark on the world too. That\xe2\x80\x99s why we were the first university in the UK to be named as a Changemaker Campus in 2012.

We want to break the mould of what Higher Education can be. This has led us to build a whole new University from the ground up that is designed to reflect the way that students actually learn rather than the way they are expected to learn. Waterside Campus opened in September 2018.

Our commitment to transforming lives and inspiring change is at the heart of all that we do.

Right To Work

All candidates will be asked to provide proof of eligibility to work in the UK at interview.

Equality

We welcome applications from underrepresented groups.

The University of Northampton is committed to providing a vibrant, ethical and sustainable work, study and living environment that values equality, diversity and inclusion.

This commitment, along with our legal and moral obligations, provides an inclusive environment for staff, students and the public who may be affected by our activities.

Together @ UON confirms our commitment to equality and inclusion, underpinned by our belief in taking action. We are dedicated to creating an environment that celebrates equality and harnesses the power of diversity.

Together @ UON demonstrates our pledge to our staff, students and partners to nurture and develop an environment where equality and inclusion can thrive whilst we Transform Lives and Inspire Change.

To find out more, please visit: https://www.northampton.ac.uk/about-us/governance-and-management/management/equality-and-diversity/

University of Northampton