Head of Service Desk

Grade 9

The Head of Service Desk is a key leadership position within IT Services, having overall responsibility for the delivery of responsive and effective support services to students, staff and other IT users within the University. The primary measure of success in this role is a high level of customer satisfaction, and the post holder will manage the people, processes and tools required to achieve this. In addition to providing excellent central IT support, the Head of Service Desk has a broader remit which encompasses developing our partnership with local ITSS in service delivery.

Following the successful consolidation of central IT support through an ITSM implementation in 2015, this position will now lead the identification and implementation of further developments in our customer service capabilities. This will include process refinements, additional support tools and promotion of best practice.

Essential selection criteria

  • Education to degree level or equivalent gained through relevant experience
  • Extensive experience of managing IT support provision in a service desk environment
  • Thorough knowledge of ITIL and experience of its appropriate implementation in an IT support context
  • Proven ability to motivate and direct staff working in IT support roles
  • Experience of managing change, especially ITSM process and toolset implementation
  • Good problem-solving, prioritisation and decision-making skills
  • Proven organisational skills, self-motivation and ability to work on own initiative
  • Excellent interpersonal and communication skills including the ability to work effectively with staff at all levels in the University, both technical and academic
  • The skills and experience to quickly become an effective member of the team

Desirable selection criteria

  • ITILv3 Foundation qualification
  • Experience of delivering IT services in a University setting
  • Expertise in the design, implementation and continuous improvement of incident management, request fulfilment and problem management processes
  • Experience of working in a distributed IT organisation where services and support are delivered by many teams under varied governance and management arrangements
  • Project management experience

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