Service Desk Manager

3 weeks ago


Oxford, United Kingdom Rhodes Trust Full time

**Service Desk Manager**

**Salary £35,000 - £45,000 plus benefits**

**Permanent Full Time (part-time hours will be considered)**

**Location: Oxford**

**A bout the Rhodes Trust**

The Rhodes Trust is an educational charity which offers Rhodes Scholarships to exceptional students from around the world to come and study at the University of Oxford. Our mission is to build a better world through global fellowship programmes that developand connect compassionate, innovative, and public-spirited people committed to solving humanity’s challenges.

In recent years, we have also partnered with several other remarkable organisations to create the Mandela Rhodes Foundation, the Atlantic Institue, the Schmidt Science Fellows, and our most recent initiative called Rise.

**The role**

We are seeking a Service Desk Manager to lead our Service Desk team delivering IT support to Staff and Scholars, with a particular focus on extending our services and service hours as we reopen Rhodes House and our world class conference centre facilitiesto commercial guests.

The post holder will also help to maintain and develop plans for anticipating changes through the Trust’s annual work cycle and will be responsible for the setting of the Service Desk staff work patterns to enable the smooth running of the operational andmaintenance services.

**The role will be responsible for;**
- Building and developing a small team of professional customer focussed support technicians and engineers, providing support across core service hours 8am-8pm Monday to Friday.
- Demonstrating a culture of "service excellence" within the Service Desk Team.
- Working with the IT Director and other IT team managers to define and deliver the IT Service strategy.
- Manage critical or complex incidents, provide communication between the IT department and customers during incidents and planned outages.
- Be part of the major incident management team, including being a rota’d escalation point for major out of hours incidents.

**Your skills and Experience will include**:

- Managing a structured 1st and 2nd line IT service team and line management, development and coaching of professional IT & AV support staff. Planning and managing service desk staffing patterns.
- Managing issues and escalations in line with internal service standards, influencing internal and external support teams to resolve customer issues as quickly as possible.
- Seeking and responding to customer feedback and reporting to agreed KPIs/SLAs and identifying and leading service improvement initiatives.
- Managing regular operational activities, such as incident & problem reviews, regular permissions and access checks, regular reviews of support material.
- ITIL Foundation (v3 or v4) certification.

**Benefits of working here**

We are a global organisation and we use our deep connections across the world to bring together people of different backgrounds and viewpoints. We encourage our staff to challenge each other’s thinking and generate new ideas.
- 30 days annual leave (pro rata) plus 8 bank holidays
- Competitive pension scheme
- Generous family leave schemes
- Private health insurance
- Employee Assistance Programme
- Personal development opportunities

Additional benefits, such as free access to the University's gardens, parks, libraries and museums, and University staff discounts in shops across Oxford.

If you would like to find out more, please click 'apply’ to view the full job description and to find the link to apply. Please send us your CV and a covering letter. Please note, this advert will close on 13th January 2023 at 12:00 GMT.


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