Service Manager (2nd Line Desktop IT Support Engineer)

This is a great opportunity for you to develop your IT and Audio Visual (AV) career alongside increasing your line management and team mentoring skills, if you have a background in technology, we'd love to hear from you. 

You'd be joining our small, experienced standard support team working in a fast-paced environment where you will gain experience and exposure to a variety of challenges and problems that will build your expertise.

About the role

You will lead the team to provide an outstanding IT and AV service to both our students and staff. 

Monitoring and reporting on service requirements, you will assist in developing the Support Service, whilst nurturing positive relationships with the customer-base and staff within DDaT. 

No two days will be the same, providing help and advice in person, via telephone and remote support as well as through our ticket management system (TOPdesk). 

You will play a key part in creating an exceptional IT and AV infrastructure in our world-leading research and teaching focussed university.

As part of our supportive team of 11 second line analysts, you will be supporting administrative, teaching, and learning activities across the university. Your key activities will include:

• Rectifying faults and providing advice on a wide range of hardware including audio visual equipment, operating systems, and software.
• Investigating and providing basic hardware and audio visual repairs
• Assisting with the build and deployment of DDaT supported equipment to teaching/learning spaces, meeting rooms and offices as needed
• Helping to develop our knowledge base and self-help guides
• Work on projects/small works as required and as staff resource allows.
• Line management and mentoring responsibility for a small team of service analysts
• Monitoring and reporting on service requirements
• Deploying the team in an effective manner
• Suggesting and implementing service improvements as agreed with the Principle Service Manager

About you

You will be interested in developing your career within IT and AV and enjoy problem-solving software and hardware issues as well as getting hands-on in delivering great support. 

You will also have:

• Great customer service skills with the ability to communicate with a wide range of people.
• You will understand one or multiple operating systems e.g., Windows, MacOS,, mobile platforms and / or Audio Visual equipment.
• Experience using a variety of common Office software.
• Experience of basic hardware repairs.
• Be self-motivated.
• Be able to work alone, in a team or with your peers.
• Have excellent interpersonal skills.
• Enjoy working in a customer facing fast paced environment and be able to multitask and prioritise effectively.
• Experience of leading and mentoring a team
• Experience of ticket management, prioritisation and reporting

Additional information

This role is offered on a full time (36.5 hours per week) temporary basis until December 2025.

For informal discussions about the role please contact Sherilyn Elmes on ccssre@bath.ac.uk or Adrian Hooper pysamh@bath.ac.uk

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