Director of Customer Services

The Director of Customer Services is responsible for the provision of first class support to academic, research and administrative IT users across the University. They lead the Customer Services group which provides first line help in support of all the services provided by IT Services and assistance with general IT queries. The group works closely with other sections within IT Services and beyond to provide further support. This group also offers maintenance and support for managed desktop services, training, an online shop and chargeable printing services. The group also provides specialist assistance, advice and training to the department’s own IT support officers and to IT support units in University departments.

The Director of Customer Services determines the support model used by IT Services and ensures that customer support continues to develop proactively to anticipate requirements and match expectations. They promote collaborative working among IT support staff across the University.

Customer Services is one of the main groups in IT Services. The post holder will direct and manage the performance and development of around 65 specialist staff with links also to key senior IT staff across the collegiate University. As a member of the senior management team, they will also actively contribute to the development of the department’s future strategic and business plans.

The Director is also responsible for managing IT support partnerships with Finance, Student Systems, Personnel Services and Development with respect to the business systems support centres associated with each of these units. Working with the Deputy Director, they are also responsible for providing direction and support to IT Heads in Medical Sciences, Humanities, Social Sciences and GLAM. They will support the Deputy Director in realising the department’s plans for business relationship management.


Essential selection criteria

  • Knowledge, intellectual capacity, reasoning and analytical skills equivalent to those of a graduate
  • Proven record of delivering IT user support services at a senior management level
  • Demonstrable ability to think and plan strategically and creatively in the development and delivery of IT services
  • Strong organisational skills with a proven ability to lead a team-based approach
  • Significant experience of managing and developing a large IT team
  • The ability to communicate IT issues effectively, orally and in writing, to a wide range of people
  • Good knowledge of customer satisfaction measures and current project management principles
  • Understanding of IT trends and emerging technologies

Desirable selection criteria

  • Previous experience, or demonstrable understanding, of the research, teaching and administrative requirements of higher education institution
  • Trained ITSM practitioner