Service Manager (2nd Line/Operations in Standard Support)

Are you a skilled Team Leader with a background in IT and/or Audio Visual support and service delivery? 

We have an exciting opportunity to lead a team focused on 2nd line IT and Audio Visual support for staff and students, enabling the team to make a significant contribution to the ongoing development of an exceptional service, and to provide support within a changing business, research and technical environment.

About the role

You will be part of a wider team of 20+ 1st and 2nd line service analysts supporting the administrative, teaching and research activities of the University. A typical day may see you helping administrative staff with office tasks, setting up and deploying a variety of devices, providing advice and guidance on software requests, installing software for a practical teaching laboratory class across a wide range of hardware and operating systems. Alongside this you will lead and motivate your teams in both a pastoral capacity as well as providing them with a technical escalation point.

No two days are the same, as every single day brings its own new challenges and opportunities to learn.

This role is offered on a full time (36.5 hours per week) permanent basis. 

About you 

You will:

• Be self-motivated.
• Be able to work alone, in a team or with your peers.
• Have excellent interpersonal and management skills, alongside an understanding of technology and demonstrable IT and/ or Audio Visual (AV) Support skills. 
• Have considerable experience in a customer service or IT / AV Support role 
• Have previous line management experience
• Enjoy working in a customer facing fast paced environment and be able to multitask and prioritise effectively whilst providing a supportive and nurturing environment for your team to grow and develop.

You will possess a deep understanding of hardware, software, and underlying operating system concepts, and would be looking to develop skills in all facets of IT and AV support, in order to support the diverse teaching and research capability. You should be comfortable using and managing Windows, Mac OS, and mobile operating systems. This post leads two small teams dedicated to the first line IT and AV support of staff and students, however you will be expected to work alongside colleagues from other Support teams in support of their areas.

What we can offer you:

• a very generous employer contributory pension scheme
• generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
• we are a family-friendly University and with an increasingly agile workforce, are open to flexible working arrangements
• an excellent reward package that recognises the talents of our diverse workforce
• a wide range of personal and professional development opportunities
• a number of support options available for new and existing staff to help with the cost of some immigration expenses which you may be eligible for: Relocation allowance, Visa Reimbursement, Interest-Free Loan.

Find out more about our benefits.

We consider ourselves to be an inclusive university, where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. 

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