Helpdesk Team Manager

Location: Milton Keynes

Closing Date: 7 July 2022 - 12:00

Change your career, change lives

The Open University is the UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence, transforming lives through education.

Learner and Discovery Services (LDS) is an award-winning unit of The Open University responsible for the production and delivery of the University’s curriculum; it also has a central role in the design of learning materials.

The role

The role of Flexible Computing & Distribution Helpdesk Team Manager is in the Delivery Portfolio, based in the Unit Learner Discovery Services (LDS).  The Helpdesk has a multi-channel contact model, responsible for supporting Students and Tutors in using Open University software and systems as well as the delivery of physical course materials with over 75,000 contacts per year.

• The role of Helpdesk Team Manager requires a flexible approach in supporting the delivery of service over the Helpdesk opening hours.
• You will be expected to lead and manage a team of technical advisors.
• Be required to input and support the strategic objectives of D&P/LDS and the wider University, providing creative and agile solutions.
• Will work with the Helpdesk Manager in managing the Helpdesk budget.
• Work with the Senior Management Team across LDS to ensure an integrated approach to the operational delivery of the service
• A DBS check will be part of your onboarding

Skills and experience

• Significant experience of leading, motivating and managing teams providing customer/student service to meet agreed standards
• Demonstrable experience of managing effectively across multiple services and channels, including workload planning, workforce management and multiple channels, all within a contact centre/Helpdesk environment
• Experience in analysis of statistical data, used to enhance service and drive change
• Highly developed communication and interpersonal skills with the ability to influence, establish credibility and assert authority
• Good numerical skills and ability to interpret complex management information
• Confident user of IT systems and understanding of software packages
• Ability to work under pressure, meet deadlines and achieve targets

The full summary of duties and person specification can be found within the Job Description on The Open University’s website.

What you get in return

We have a strong commitment to providing training and development in and beyond your current role. This includes thorough induction into the organisation and regular reviews of your training and development needs.

We also offer a great range of benefits that support our employees and their families for the long term. Staff Benefits include an attractive pension proposition and 30 days holiday per annum pro rata, plus Bank Holidays and Christmas closure days.

How to apply

For further information on how to apply, please visit the advert on The Open University’s Jobs page by clicking “Apply”.

The Open University is committed to equality, diversity and inclusion, which is reflected in our mission to be open to people, places, methods and ideas. We aim to foster a diverse and inclusive environment so that all our staff can reach their potential and attract diverse candidates.  We recognise that different people bring different perspectives, ideas, knowledge, and culture, and that this difference brings great strength. 

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