Share this Job

Service Desk Manager

Requisition ID:  9621

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  10-Sep-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: £31,406 - £33,309 with progression to £40,927 per annum

Closing Date: 23 September 2021


Over the last 18 months, we have reimagined the way we deliver our University IT Services, forming 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.


The University is an exciting and dynamic place to work, dedicated to learning and research. You will be based on campus in the centre of Newcastle and have access to fantastic resources on-site and the opportunity to attend relevant conferences and training courses. Benefits include excellent pension; 30 days holiday, 8 bank holidays plus an additional 4 discretionary closure days over the Christmas and New Year; discounted travel for the Metro and local bus services; and discounts for national retailers.


The Role


Responsible for leading the University’s IT Service Desk of 11 FTE in delivering first line support and advice for all University IT systems and services, providing a high standard of support 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 managing the daily operations of the University’s IT Service Desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.


You will be responsible for ensuring that the IT Service Desk 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.  You will manage customer perceptions and expectations in relation to the provision of Service Desk advice and support regarding all IT Service requests and incidents. You will have demonstrable ability and experience leading a team delivering high quality IT support and customer service, excellent communication and documentation skills are essential.  Ability to effectively collaborate with technical colleagues to consistently deliver excellent customer service, a high degree of self-motivation, and to act upon own initiative is critical.  A bachelor’s degree or equivalent experience in a relevant IT discipline and substantial experience within a customer service function in a large and complex organisation are required.  


For informal enquiries please contact Kerry Dixon, Quality and Service Experience Manager - 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: Communication with customers at all levelsLiaison with NUIT support groups and members of the SMGIdentifying the business impact of support calls / service requestsPrioritisation 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.
  • Lead the team to ensure they are motivated, engaged and have personal development plans, carry out annual appraisals and ensure there is a people plan for the whole team
  • Ensure that the work of the team is properly prioritised, resourced, managed and executed efficiently and effectively
  • 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
  • Champion the team’s involvement in the IT organisation's innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities.
  • Be responsible for developing best-practise policies, standards, procedures and guidelines for management of this area, guided by NUIT standards and other stakeholders
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager


The Person (Essential)


Knowledge, Skills and Experience

  • 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


Attributes and Behaviour

  • Develops plans that meet the architecture/technology needs of the organization
  • Incorporates business priorities, strategies, goals, emerging technologies, industry trends and economic viability
  • Solicits advice, support, championship, sponsorship and commitment from key stakeholders for the success of their team and work
  • Communicates ideas or positions in a persuasive manner that builds support, agreement or commitment
  • Builds both formal and informal professional networks, and extends these networks within, across and external to organizational boundaries
  • Encourages and facilitates collaboration, cooperation and results
  • Inspires, motivates and guides team members
  • Acts as the organizational change agent for improving maturity and practices, in support of University goals and strategy
  • Mobilizes others within and outside of their team to support and enable change efforts
  • Sets and accomplishes challenging goals
  • Defines standards in terms of doing what is appropriate and doing it well
  • Leads by example in delivering high quality outcomes that they take responsibility for



  • A bachelor’s degree or equivalent experience
  • A relevant technical qualification or equivalent technical experience


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.


Requisition ID: 9621