Service Desk Manager (Operations)

University of Reading - Information Technology

The University of Reading is an exciting and vibrant place to work where there are opportunities to get involved with a wide variety of work, from corporate systems to high profile research groups, and from the museums and archives to a working farm. The University offers a generous holiday allowance of 26 days, and 6 days of extended closure around Christmas and Easter. There is a good pension scheme, onsite gym and childcare and a vibrant community offering the opportunity to get involved in a wide variety of interests.

The Service Desk is at the heart of the IT Department, providing first line IT support, responding to incident reports and service requests via the Self-Service Portal, telephone, email, face-to-face and remote support tools.

We are looking for an experienced IT professional that will manage the operational function of the Service Desk, ensuring that the Service Desk is appropriately staffed and operates to agreed service levels.

Responsibility for the line management of the Service Desk Team is shared between the Service Desk Manager (Development) and the Service Desk Manager (Operations).

You will have:

  • Management skills and the ability to influence and motivate others.
  • Excellent communication skills.
  • The ability to work effectively under pressure.
  • Experience of staff scheduling and effective resource planning.
  • ITIL certification to at least Foundation level or equivalent experience.
  • Thorough understanding of best practice relating to incident management.

Informal contact details
Contact role: Service Desk Manager (Development)
Contact name: Luke Chapman
Contact phone: 0118 378 6975
Contact email:

Alternative informal contact details
Contact role: Assistant Director of IT, Services and Support
Contact name: Stephen Gough
Contact phone: 0118 378 6212
Contact email:

The University is committed to having a diverse and inclusive workforce, is a Stonewall Diversity and Global Diversity Champion, and supports the principles of the Race Equality Charter and Athena SWAN. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.

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Subject Area(s):


South East England