Service Centre Manager

Faculty/Directorate

Finance, Infrastructure and Human Resources

School/Function

IT Services

Contract type

Permanent

Location of vacancy

Penrhyn Road

Actual hours

37

Salary from

43,187.00

Salary to

46,929.00

Posted Date

05/09/2024

Closing Date

22/09/2024

Ref No

4217

Documents

The successful candidate will manage the Service Centre Teams, which encompasses the Service Desk and Service Technicians, with an emphasis on using resources effectively and assisting the team in resolving complex and difficult problems by providing expert advice and technical support for a user base of 2,500 staff. You will lead the team to embed best practice and processes in order to deliver for the university through the user experience team structure.

You will ensure that the service adheres to agreed SLA's with the business while continuously evolving through service improvement. You will also develop, implement, and maintain policies, procedures, and associated training plans for the Service Centre technical, administration and support functions.

As Service Centre Manager you will ensure that the Service Desk and Service Technician teams work efficiently and effectively.

You will be able to take responsibility for incident and request resolution and ensure that established processes and procedures are followed from the Service Centre through to frontline support. You will initiate process improvement and the adoption of standardized models to develop quality management techniques and drive continual service improvement within IT Services and contribute to performance improvement initiatives.

You will also provide leadership and develop a customer first culture within the team as they represent the main route for all customers to access IT Services and you will provide training to new recruits, scrutinizing existing processes, write reports, develop work schedules, and delegate tasks.

Work at the forefront of digital technology

Information and Technology Services provides and supports digital services and facilities for students and staff to enable learning, teaching, research and administration. Our key functions are to innovate, implement and support an extensive range of digital services across the University to assist our community access and process information to achieve their goals.

In addition to making a valuable contribution to sustainability across the University, our staff share a high customer service ethic and commitment to continuous improvement.

This is a full time, permanent position with a starting salary of £43,187 per annum.

For informal enquiries, please contact Richard Wood, Head of Service Delivery.

Bring your true self, expertise, and passion to Kingston where we are continuing to strive to build a university where authentic inclusion and belonging is at its heart. Every one of our staff and students' identities, backgrounds and diverse experiences makes us who we are - so harness and embrace yours by applying today. We welcome applications from Black, Asian and Minority Ethnic backgrounds, LGBTQ+ communities and those with disabilities.

We are a place-based organisation, proud of our location in Kingston and the civic role we play in our community. Our campuses inspire collaborative, innovative and creative communities. Being present on campus is important to us because it helps us to create a sense of belonging for both our staff and students. Therefore, staff are expected to be on campus for the majority of their working week.

Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. Where required, this may include entry clearance or continued leave to remain under the Points Based Immigration Scheme.

To apply click on ‘Apply Now'. If, for accessibility reasons, you need to apply in an alternative format, please email [email protected] or call the HR Shared Services team on 020 8417 3118.