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Service Desk Manager

Requisition ID:  9621

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  26-Nov-2021


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


Salary: Salary in the region of £38,000 per annum.


Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome.


The Role


Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.


As IT Service Desk Manager, you will be responsible for the University’s IT Service Desk, delivering first line support and advice for all University IT systems and services, providing a high quality of service to all staff and students of the University as well as external customers. 


Reporting to the Quality and Service Experience Manager you will be responsible for the daily operations of the IT Service Desk, leading the Service Desk team, acting as an advocate and key contact point with stakeholders, and helping to ensure that the Service Desk is constantly improving.


You will be responsible for ensuring that the team are meeting or exceeding expectations in terms of performance, are meeting defined targets/benchmarks, and that standards and processes are followed effectively to provide excellent customer service.


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; 42 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.


We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.


Informal enquiries may be made to Kerry Dixon, Quality & Service Experience Manager, at Kerry.dixon@newcastle.ac.uk


Key Accountabilities


  • Responsible for managing the Service Desk and the Out of Hours Helpdesk service – to ensure that it provides consistently accurate advice, support and an increasing level of service request fulfilment to all University customers.
  • Act as the NUIT escalation manager for all issues that are raised through the Service Desk to ensure that the business impact of issues are understood and acted upon appropriately. For example, responsible for: o Communication with customers at all levels
    • Liaison with NUIT support groups and members of the SMG
    • Identifying the business impact of support calls / service requests
    • Prioritisation of support calls / service requests.


  • Take responsibility for all service provision within this team, ensure there are systems and processes to deliver the required level of support and to recover from support issues as quickly as possible. Ensure cost-effective delivery of services to meet University needs and respond with the agility required to address changing business priorities
  • Provide leadership and direction to the service desk team and the team's activities to ensure that they meet the overall objectives of NUIT, our customers, stakeholders, and Newcastle University.
  • Engage with stakeholders across NUIT and the University to build and maintain good working relationships and ensure there is a clear understanding of University requirements within the team
  • Be responsible for developing best-practise policies, standards, procedures, and guidelines for management of this area, guided by NUIT standards and other stakeholders


The Person


  • Experience of running a Service Desk team in a similar size and complexity organisation
  • Experience of delivering a multi-channel IT service desk (phone / email / portal) delivering service to customers in multiple locations and with diverse needs
  • Experience of IT service desk technologies - specifically Ivanti but other technologies may be suitable
  • Able to demonstrate focus on customer needs and translate into action plans for the wider NUIT as well as the IT service desk
  • A working knowledge of Cybersecurity processes and practices is essential


Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.