Service Desk Manager

Location: Old Road Campus, Headington, Oxford, OX7 3LF

The Nuffield Department of Population Health undertakes world-leading research into long term, chronic health conditions, operating large-scale long-term studies and projects to identify the causes, prevention and treatment of diseases that result in avoidable suffering for millions of people around the world. The administrative teams are closely integrated within the department and work with all levels of staff who are committed to the research and teaching undertaken.

We are seeking a highly motivated Service Desk Manager to ensure that our users receive outstanding support and excellent customer service across the department. The post-holder will take responsibility for delivering high-quality first-line support, using service metrics to identify opportunities for improvement and to measure the impact of changes made. 

The ideal candidate will have proven experience working within an ITIL framework and supporting a team of technicians to deliver exceptional customer service. They should be highly organised, able to plan and manage workloads effectively, and comfortable working both independently and as part of a team. A high level of technical expertise is essential, as the role involves resolving complex incidents beyond the capability of first-line staff. 

As Service Desk Manager, you will oversee individual and team performance, schedule tasks and project work, and provide training and mentoring where needed. You will manage service levels, lead desktop support projects such as OS upgrades and technology refreshes, and drive continuous improvement of the service desk system and other support tools. The role includes managing the CMDB and asset registers, helping develop policies, procedures and metrics, and contributing to SLAs, OLAs and the service catalogue. 

You will also be responsible for maintaining IT documentation and knowledgebases, offering expert technical support for complex issues, managing IT-related contracts and renewals, and developing effective escalation processes. At times, you will provide direct first-line support during staff absence, high workload periods or operational need. 

To be successful, you will need relevant IT qualifications or equivalent experience, strong leadership and people management skills, excellent communication abilities and solid understanding of ITIL principles. You must be able to work accurately under pressure, show initiative, and manage your time effectively. ITIL qualifications, experience in higher education or research settings, and familiarity with service management tools or KPI/SLA reporting are desirable. 

This role is based in Oxford, and offered on a full-time basis. It is a fixed term post for 2 years in the first instance. We would like the successful candidate to start as soon as possible

The closing date for applications is noon on 13 January 2026.

You will be required to upload a CV and Supporting Statement as part of your online application. The Supporting Statement should include a cover letter and should also clearly describe how you meet each of the selection criteria listed in the job description.

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