Service Desk Manager

THIS JOB HAS NOW CLOSED

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 DigitalandTechnologystaffrecruitment@arts.ac.uk

We are UAL

University of the Arts London (UAL) generates and inspires the creativity the world needs for a better future. Since 1842, our colleges have been defining creative education. With curiosity, imagination and intent we make work which creates lasting change for people and our planet. London is core to who we are, a place where we meet and share ideas with people from different backgrounds and cultures.

Our creative network influences learning, culture, industry and society on a global scale. Our academics and practitioners deliver creative education and inspire new ways of thinking through research and innovation. We work with students at every level from pre-degree and short courses to postgraduate and online learning, enabling them to build the careers they want. Together, we are a community of makers, thinkers, pioneers and storytellers redesigning the future.

Our culture

We are a global University, welcoming over 22,000 students and 6,000 staff from 130 countries. We aim to be a university where people can be themselves and feel supported to reach their full potential. That’s why we are proud to be members of the Race Equality Charter (REC) and Business Disability Forum, are a Disability Confident Scheme Committed and Living Wage employer and maintain our status as a Stonewall Diversity Champion.

Application process

We operate a fair and open anonymous selection process. Thus, you will need to create an account and submit an application through our job board. As part of this, you will need to provide a supporting statement/answer some competency questions to demonstrate your suitability. Our recruitment process involves: Application, Shortlisting, Interview and Assessment, Offer, Onboarding.

We understand the benefits of using AI in work. But, if you are thinking of using it to submit an application, we ask you to think about what value it adds. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

If we receive a high volume of applications, the closing day date might close early. We aim to communicate any changes to the closing date with at least 24 hours’ notice. If you have any general questions or have accessibility needs, please refer to our Contact us page.

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