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Service Desk Manager

Newcastle University

Location: Newcastle upon Tyne
Salary: £38,000
Hours: Full Time
Contract Type: Permanent
Placed On: 25th November 2021
Closes: 24th January 2022
Job Ref: 9621

Company description:

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

Job description:

The Role

Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. Were growing significantly and weve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.

As IT Service Desk Manager, you will be responsible for the Universitys IT Service Desk, delivering first line support and advice for all University IT systems and services, providing a high quality of service to all staff and students of the University as well as external customers.

Reporting to the Quality and Service Experience Manager you will be responsible for the daily operations of the IT Service Desk, leading the Service Desk team, acting as an advocate and key contact point with stakeholders, and helping to ensure that the Service Desk is constantly improving.

You will be responsible for ensuring that the team are meeting or exceeding expectations in terms of performance, are meeting defined targets/benchmarks, and that standards and processes are followed effectively to provide excellent customer service.

The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; 42 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.

We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.

Informal enquiries may be made to Kerry Dixon, Quality & Service Experience Manager, at Kerry.dixon@newcastle.ac.uk

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