Service Manager (Specialist 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 focussed on the support of specialist and advanced IT and Audio Visual equipment, software and solutions supported by Digital, Data and Technology Group (DDaT), enabling the team to make a significant contribution to the on-going development of an exceptional service, and to provide support within a changing business, research and technical environment.

About the role

You will lead a small team of second line Senior Service Analysts supporting the learning, teaching, research, and administrative activities of the University. You will be actively involved in the day-to-day delivery of an effective IT Delivery Service to the University, acting as the point of escalation for incidents and changes and will provide technical expertise and line management in your area, whilst maintaining a supportive environment for your team members.

A typical day may see you and your team helping to set up and deploy equipment within a research laboratory or practical teaching laboratory, providing advice and guidance on specialist software requests, or installing software for a computational project across a wide range of hardware and operating systems. However, no two days are the same, as every single day brings its own new challenges and opportunities to gain experience.

You will also assist in developing IT Delivery and Operations support services, whilst maintaining positive relationships with the customer-base and staff within DDaT.

This post is to lead a small team dedicated to the second line specialist IT support of staff and students; however, you will be expected to collaborate with colleagues from other Support teams in support of their areas.

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

About you 

An ideal candidate in this role will:

• Be self-motivated.
• Be able to work alone, in a team or with your peers.
• Have excellent interpersonal, leadership and management skills, alongside an understanding of technology and demonstrable IT and/ or Audio Visual (AV) Support skills.
• Have previous line management experience
• Be able to demonstrate experience of supporting IT or Audio-Visual hardware, software, or services (1st and 2nd tier) ideally in an academic environment.
• Display functional knowledge of IT Service Management principles and experience 
• Work effectively in a customer service environment
• Be familiar with using and supporting various operating systems, such as Microsoft Windows, Mac OS, Linux, and mobile operating systems.
• Possess a deep understanding of hardware, software, associated technologies, and underlying operating system concepts.
• Be looking to develop skills in all facets of IT and AV support, to support the diverse teaching and research capability of the University.
• Enjoy working in a fast-paced customer facing environment and be able to multitask and prioritise effectively whilst providing a supportive and nurturing environment for your team to grow and develop.

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