Service Desk Manager (EHA1599-0521)

Make a difference, every day, to the lives of our students.

About You

With demonstrable evidence of delivering an excellent customer experience relating to the ‘hands on’ provision of technical IT support and user assistance, you will have the ability to use your own initiative to propose and deliver innovative ways to improve processes to enhance service delivery.

To be successful, you will be able to organise and prioritise work effectively under pressure, and particularly be able to process incidents and service requests based on priority and urgency. In addition, you will be able to work well as part of a team promoting and developing a collaborative approach to service provision.

About the Role

You will join a cohesive and supportive IT Service Desk team providing first-line IT support to our University community, users and external stakeholders in line with our Customer Service Excellence standards and accreditation. 

In this role, you will manage and support a team of Service Desk Analysts, monitoring workloads, coordinating rotas and identifying opportunities for development. You will oversee the operation and development of our IT Service Desk software and systems, monitor service requests and manage cases, provide incident reports, own and resolve more complex matters and, where required, intervene and/or escalate to ensure the delivery of service standards. 

There will be opportunity for career and personal development, in a flexible working environment within a structured working week.

Rewards/Benefits

You will benefit from 25 days annual leave plus 13 bank holiday and University closure days per annum. We aim to provide our staff with a positive work life balance and have a range of schemes in place to support this. Your continued professional development is as important to us as it is to you and we demonstrate this through our investment in your CPD activity. 

You will be automatically enrolled into the Local Government Pension Scheme and have access to our staff benefits platform, which provides you with discounts across the high street to help you save money on your everyday spending such as supermarket shopping, cinema tickets, dining out and more. We also offer discounted membership to our state-of-the-art sport and leisure facilities.

About Us

Edge Hill University is “A great success story… an institution that improves and impresses year after year” – Times Higher Education. 

You’ll be working for a multi award-winning institution that has been named University of the Year in the Educate North Awards (2021) in recognition of our continued commitment to deliver an exceptional student experience and the exceptional progress we have made to deliver investment and innovation over the past 12 months, while placing students at the heart of everything we do.

The University has been ranked Best University Workplace (Times Higher Education 2015), judged Best UK Employer (European Business Awards 2016) and highly commended in Times Higher Education Leadership and Management Awards 2017 for Workplace of the Year.

The Times Higher ‘University of the Year’ award celebrated our distinct role in “transforming lives” – reflecting a distinctive philosophy of creating opportunity from excellence.

Based on an award-winning campus in West Lancashire, Edge Hill University offers a stimulating and empowering environment for ambitious and high performing professionals.

For informal enquiries about this vacancy you may wish to contact: Jenny Jordan, IT Customer Services Manager at Jenny.Jordan@edgehill.ac.uk  

At Edge Hill University we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

Closing Date: 15 Jun 2021
Category: Support