Digital Transformation Through Agile Delivery
IT Agility AbilityTM
Digital Transformation Through Agile Delivery
IT Agility AbilityTM

Service Desk Manager

By . May 15, 2024
Job title:Service Desk Manager
Job type:Permanent
Emp type:Full-time
Salary type:Annual
Salary:GBP £0.00
Job published: 01/01/1970
Job ID: 81419

Job Description


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Service Desk Manager

Professional Services

Directorate of Infrastructure


£45,737 to £52,841 per annum

Post Type:

Full Time

Contract Type:


Closing Date:

Tuesday 30 May 2023

Interview Date:

To be confirmed



The role holder will manage the IT Service Desk function with the responsibility for:
1st line support
IT Purchasing
Asset, configuration and change management.
Reporting to the IT Service Delivery Manager the post holder will develop relationships with all the IT Leadership team providing an insight, through the Service Desk, into problems and issues currently affecting the service.
Developing service reports and providing regular reports on the IT Service to the IT Director is an important part of the roll.
The post holder must be a confident manager with experience of managing multiskilled teams and will be responsible for circa 15 full time employees. The post holder will deputise for the IT Service Delivery Manager in their absence and attend IT Management meetings.
Essential: A degree, professional or postgraduate qualification, or work experience to an equivalent level
Desirable: ITIL v3/v4 Foundation
Experience, skills, and knowledge
Experience of delivering Service Desk aspects for operational requirements of IT service delivery within a complex organisation
Extensive knowledge and experience of troubleshooting a range of technologies and functional processes, including Microsoft products.
Knowledge of working with both traditional and agile delivery methodologies
Proven experience of leading, motivating, and developing a customer facing service desk team within a large complex environment
Demonstrable ability to develop and deliver effective working relationships with immediate colleagues and a wider organisation community, within either traditional or matrix environments.
Rewards and benefits
Salary: Grade 9; £45,737 to £52,841 dependant on experience (potential to increase to £59,450 through our performance and recognition scheme.
Pension: USS defined benefits pension scheme
Annual leave: 30 days (or 217.5 hours)
Eight bank holidays and five customary days
Find more information about the many other benefits, including salary sacrifice schemes and campus nursery:
Additional information
Hiring manager: Russ Hind
Number of vacancies for this role: One
Contract type: Full-Time
Location: On campus
Work pattern: Typical Hours: 36.25 hours per week, Monday to Friday. Note: Some work outside of stated hours will be required, therefor it is essential the post holder can work and/or be contacted during unsocial hours; evenings and weekends.
Possible adjustments: We are open to any request for adjustments to support your needs around working hours flexibility, training, and mentoring, which would enable you to succeed in this role.
Application process: Aptitude test and interview.
Next steps
Apply now or if you wish to discuss the role you can message or book a call with Russ Hind, the manager for this role via the ‘Contact us’ section of our 
IT recruitment site:

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