IT Service Desk Manager

Directorate of Technology, Estates & Facilities

The Directorate of Technology, Estates and Facilities [DTEF] is responsible for ‘providing outstanding work, study, research facilities, and facilities to enhance the student experience, on campus and online’.

This role is part of Desktop, Print & Support Services (DPS) in IT Services, who bring together a number of user-facing support and technical teams. We have teams responsible for providing first and second level support and for providing the technical services that provide our University wide managed services.

Role

The IT Service Desk Manager is responsible for the effective operational management of the IT Support Office and development of its staff, to ensure the provision of a high quality support service at all times.

In this role you will report to the IT Support Manager who leads on the strategic development and delivery of an outstanding first-line support service to the University. You will manage a team of IT Support Specialists and will use your positive management style to enable, motivate and develop individuals to successfully deliver an outstanding customer service experience.

Skills, Experience & Qualification needed

• Knowledge and understanding of best practices for service management
• ITIL Foundation (v3 or higher) although relevant experience will be considered in lieu of formal qualifications
• Experience of leading an IT helpdesk/first-line support function in a large and complex environment
• Experience managing major incidents in large and complex environments
• Experience of using Salesforce Service Cloud or equivalent ITSM tools
• An understanding of service level agreements
• Proven experience of instilling a culture of customer focus and excellence
• Able to work effectively whilst under pressure in a business critical services environment

Interview date: To be confirmed

For informal enquiries: please contact Jo Loftus (jo.loftus@york.ac.uk)

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