Service Desk Manager (DS17-03)

Type: Professional Support | Department: Digital Services | Location: Stoke campus | Closing Date: 12 Feb 2017 | Staffordshire University is working hard to become the UK’s premier digitally led university. We are already leading the way in the sector by adopting Microsoft cloud technologies and becoming the UK’s first Microsoft ‘Beacon University’. We are embarking on an ambitious portfolio of change to support our ‘Connected University’ strategy, focused on teaching & learning and the student experience.  Our people will be key to its success, so we want to hear from dynamic, highly competent, customer focused IT/digital professionals that relish the opportunity to be part of our new Digital Services team and play a key role in delivering our ambitious plans. The service desk is the first point of contact for all customer support requests and enquiries. Reporting into the Head of Service Delivery, you’ll be accountable for service desk performance management and the development of a robust, cost effective and reliable first line digital support service. You’ll have day to day operational responsibility of the function, including staff and resource management, incident and request management and reporting and you’ll manage a team of analysts providing customer-facing first line support services for the University's portfolio of digital applications and services to agreed targets and SLAs. You’ll also have responsibility for the management and delivery of digital communications to the business through all existing channels (e.g. website, forums/events, leaflets, Facebook, Twitter, mobile phone applications, etc.) and initiating new channels; taking ownership for overall editorial content and message consistency. In this role you’ll provide the central hub for management reporting with responsibility for the coordination, collation, publication and presentation of routine service performance data to senior digital management, stakeholders and users and you will work closely with the Head of Service Delivery to explore ways to continuously improve service delivery. We are keen to hear from customer focused, self-motivated, well organised IT/digital professionals with a passion for future state technologies extensive experience of leading and managing service desk teams and providing a positive customer experience to a digitally literate and demanding customer base operating in rapidly changing complex customer centric project environment.