Technology Support Manager

1 week ago

Brighton East Sussex, United Kingdom BIMM University Full time

At BIMM University, we're more than just an educational institution; we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields. About the Role As Technology Support Manager, you will be responsible for leading and enhancing the technical customer service experience across all BIMM University campuses. Your role will be essential in ensuring that students and staff can confidently access and utilise the technology services available to them. As well as managing a high-performing support team, you will oversee the helpdesk system, and serve as a key escalation point for technical issues. Additionally, you will collaborate closely with senior leadership, regional supervisors, and external vendors to drive operational efficiency and continuous improvement in service delivery. What You’ll Do: Lead, mentor, and develop a the technology support team. Manage the Technology Operations helpdesk, ensuring timely resolution of tickets across the University while maintaining service level agreements (SLAs). Act as the escalation point for Regional Technology Supervisors and complex technical issues. Oversee key operational functions, including performance reviews, inductions, holiday requests, and escalated absence management for support staff. Collaborate with the Technology Operations Managers to share knowledge and improve support processes. Work with third-party vendors to resolve infrastructure issues efficiently. Develop and implement best practice processes for ticket resolution and support services. Provide detailed reports on ticket management trends, successes, and areas for improvement. Engage with Campus Deans and Deans of Faculty to tailor support services based on campus-specific needs. Work closely with Technology Operations and Development Managers to oversee infrastructure updates and changes. What You’ll Bring: Strong leadership skills with a calm, patient, and personable approach. Proven experience managing a helpdesk in a fast-paced, multi-site, international organisation. Excellent stakeholder management and communication skills. Solid understanding of Microsoft Cloud Technologies, server management, and cyber security best practices. Proficiency in Mac OS and experience with network infrastructure, including MPLS meshed networks. Ability to produce and present helpdesk analysis reports. Willingness to travel to campuses, sometimes at short notice, and work evenings/weekends as needed. A collaborative mindset, able to share and receive ideas to drive team success.

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