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ITS Service Centre Manager

Regent's University London - IT Service Desk

Location: London
Salary: £36,521 to £45,008 per annum
Hours: Full Time
Contract Type: Permanent
Placed On: 13th October 2021
Closes: 7th November 2021
Job Ref: 005202

We are seeking a Service Centre Manager to manage our IT Service Desk and IT Apprentice Scheme which provides front line incident and request management across all IT services.

You will be responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed service levels to deliver customer satisfaction. This is hands-on role, and you are expected to provide 1st and 2nd line support as well as working closely with the Head of Service Operations to develop and implement strategies, standards, and procedures within which the Service Desk and other related support functions will operate.

You will line manage Service Desk analysts and apprentice(s) and will be a key contact for the business on Learning Technology.  You will also lead on support and development activity, working closely with the ITS team, BIDT and LXD.  In addition, you will be responsible for analysing usage of applications, incidents, and requests to identify problems and proactively reduce call volumes.  

To be successful, you should have proven customer support experience with a particular emphasis on technical excellence, ITIL service support processes, escalation procedures and related disciplines.  You will also have extensive experience within the Higher Education sector (or in a similar or related role) or can show that you have substantial relevant experience from another sector that demonstrates development through involvement in a series of progressively demanding work roles.

You will have a background of working within (and ideally managing) a desktop services support area and can speak to your experiences in managing staff (including team building, coaching, motivation, and managing performance). 

About us

Regent’s University London is a private university right in the heart of Royal Regent’s Park. We offer bespoke undergraduate and postgraduate education that begins with the individual, focussing on each student’s talents, potential, and aspirations.

Our study areas include business and management; liberal studies and humanities; fashion and design; film, media and performance; psychotherapy and psychology; as well as pathway qualifications in English language and other modern foreign languages.

We are a small, friendly and supportive University offering great benefits for our staff including:

  • 30 days annual leave plus bank holidays and additional discretionary closure days over the Christmas period
  • Beautiful campus in the heart of Regent's Park, a short walk from Baker Street and Great Portland Street stations
  • Membership of a group personal pension scheme with a 7% minimum contribution by the University, with up to 10% contribution by the University
  • Loans of up to £10,000, to include covering daily travel costs, rental deposits and bicycles
  • Benenden medical cover - allowing access to medical services where there is delay in receiving NHS treatment 
  • Employee discount service
  • £3 a day allowance to spend in University catering outlets (when onsite)
  • Free language classes (free places are subject to availability)

We’re Regent’s. We expect the exceptional. And we hope you’ll consider joining us for this exciting opportunity.

How to apply

Please provide a statement outlining why you are suitable for the role, referencing your skills and experience against the Job Description along with a current CV.

Closing date: 11:45pm, Sunday 7th November 2021

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