Service Desk Manager

Cardiff University

You will provide effective leadership & management of a delivery area within IT providing professional, customer centric, effective and efficient services to staff and students.

As a Team Manager within IT Service & Operations you will report directly to a Senior Manager or Assistant Director, and will be responsible for a team delivering and supporting technical and functional solutions and/or services. You will need to help establish and deliver against a clear vision for your area that will align to the main IT strategy and the broader University strategy. You will be expected to develop beneficial working relationships with other teams in IT and the broader University. You will have responsibility and autonomy in your area and will be accountable for actions and decisions taken by yourself and team members. 

This role is responsible for the operation, strategic development, and continuous improvement of the University IT Service Desk, its associated functions and processes, including Incident, Problem, and Event Management.  You will proactively manage the Service Desk, instilling a culture of customer service excellence, regularly assessing performance through qualitative and quantitative performance metrics including levels of customer satisfaction.  You will support colleagues in the definition of new Service and Operating Level agreements, and in transitioning new services into live operational service.

As a Team Manager you may be asked to take on additional or new areas of responsibility compatible with the Team Manager role and/or your skill set.

This post is full-time (35 hours per week) and is open-ended.

Please be aware that Cardiff University reserves the right to close this vacancy early should sufficient applications be received

Cardiff University is committed to supporting and promoting equality and diversity. Our inclusive environment welcomes applications from talented people from diverse backgrounds.

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