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.