Job Reference: BBBH48954
Job Duration:
Start date: ASAP
Description:
Role: IT Service Manager
Company type: University
Salary: up to £59,877 per annum
Location: West London
Concept Resourcing are looking for an IT Service Manager to join a university based in West London. You will be responsible for the day-to-day delivery of the IT Support Service within the university. Also, you will be responsible for themanagement and development of the Service Desk and Support team. If you are an experienced IT Service Manager and are interested in this fantastic opportunity, then please APPLY now.
Key responsibilities:
* To support the Head of IT Service Delivery in the realisation of the University's Information Technology Strategy.
* To work with the Support Team Leader(s) to ensure that first and second-line support is delivered in a coordinated way, making full use of a flexible resource pool of skillsand resources.
* To provide support to all users of the University's IT services, including staff, students, external hire users, visitors, alumni, the local community, in accordance with service level targets as set from time to time by the Head of ITService Delivery.
* Assist colleagues in other services (such as in Library Services, Student Services and Property Services)to provide an excellent service for students.
* Take ownership of all support calls and service requests and manage those calls/requests through to satisfactory resolution, to ensure SLAs are met and escalate as appropriate.
* Manage, coordinate urgentand complicated support issues. Act as escalation point for all requests and incidents.
* Determine root cause of issues andcommunicate appropriately to internal and external customers.
* Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s).* To ensure that all customers have a single point of contact for all issues, service requests and other enquiries.
* Work with the Head of IT Service Delivery to maintain a service catalogue.
* Act as ITIL Incident Manager and IT Change Coordinator (i.e. coordinate the distribution of requests for change to the Change Advisory Board).
* Using software tools such as MS-Teamsand Bomgar, to provide remote support to users wherever they may be.
* Oversee the day-to-day operation of the Service Desk, maintaining agreed service levels through the appropriate prioritisation of tasks, application of escalation procedures, scheduling of staff and deployment of available resources.
* To lead, motivate and manage the teams, supervising their work-in-progress and determining individual training and development requirements in line with their individual performance profiles as well asour Service and University planning.
* Ensure that the work of the team is documented and completed in accordance with required standards and practices.
* To ensure that individuals within teams with particular expertise ("Subject Matter Experts") areused as a flexible resource whenever and wherever those skills are required.
* To provide relevant key performance indicatorsfor IT Services, such as SLA targets, customer satisfaction, first contact resolution rates, aggregate service performance etc.Requirements:
* Experience in managing and operating 1st and 2nd line service desks and delegating tasks to colleagues and supervising them
* Experience of having matrix-managed cross-functional teams
* Extensive Customer Service experience
* Demonstrate commitment to service excellence and customer care
* Previous experience with process / workflow for integration of Service Requests
* Experience of IT service management in a support capacity, including incident and problem management
* Significant experience of providing first and second line support to a diverse range of users across a large portfolio ofapplications/services
* Demonstrate a clear understanding of service quality in an IT Support environment
* Demonstrate a good understanding and knowledge of IT
* Experience of working to defined service levels, targets and key performance indicators* Experience of working under pressure to resolve major IT incidents and problems (i.e. affecting a large number of users, oracross multiple sites)
* Experience of working with vendors, partners and other fulfilment functions to provide support services
* Experience of IT hardware and software asset management
* Experience in running focussed and results-oriented meetings(including huddles)
* Public sector experience
If you are an experienced an experienced IT Service Manager and are interested in this fantastic opportunity, then please APPLY now.
Industry: IT
Salary: £55000 - £59877 per annum ++ Benefits
Salary Benefits: + Benefits
Vacancy Type: Permanent
Job Skills: IT Service Manager
Contact Name: Callum Sandbrook
Website: -
Direct Application URL: -