Service Operations Team Leader

About IT Services 

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students and researchers.   

The Team  

Our IT Support Team provide the University’s staff and students with critical support by telephone, in-person support desk and through our digital platform. We are a closeknit team that support and learn from each other. We put the University’s values at the core of how we work, which means we approach our work with empathy and take the time to understand peoples’ needs or challenges. 

The Role 

You will be required to line manage a team of customer-focused Service Desk Analysts providing IT support activities to staff and students, contributing to the continuous improvement of IT services.  You will mentor and coach the team to improve their individual and collective performance and support their career development.   

As well as acting as a point of escalation for team members, you will also work with other areas of IT Services and external partners to improve the delivery of services to the University. 

The Person 

The successful candidate will be proficient in service request and incident management, with experience of analysing and co-ordinating a wide variety of IT support services, delegating tasks and responsibilities whilst providing direction to team members with varying skills and knowledge.  

You will be highly customer-focused and possess an enthusiasm for working in a university environment.  As the role will involve working closely with a diverse range of stakeholders – for example: IT Services colleagues, Faculty and School Representatives – it is essential that you have a professional manner and proven interpersonal skills.  

You will communicate at all levels across the University, providing support, coaching and development to your team as required to deliver successful outcomes for the customers of IT services, as well as appropriate career development for members of the team. 

What you will get in return:

• Fantastic market leading Pension scheme
• Excellent employee health and wellbeing services including an Employee Assistance Programme
• Exceptional starting annual leave entitlement, plus bank holidays
• Additional paid closure over the Christmas period
• Local and national discounts at a range of major retailers

As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status.  All appointments are made on merit.

Our University is positive about flexible working – you can find out more here

Hybrid working arrangements may be considered.           

Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.

Any recruitment enquiries from recruitment agencies should be directed to People.Recruitment@manchester.ac.uk.

Any CV’s submitted by a recruitment agency will be considered a gift.

Enquiries about the vacancy, shortlisting and interviews:

Name: IT Resource Management Team

Email: it.resource@manchester.ac.uk

General enquiries:

Email: People.recruitment@manchester.ac.uk

Technical support:

https://jobseekersupport.jobtrain.co.uk/support/home

This vacancy will close for applications at midnight on the closing date.

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