Reach Out Tech Bar Front of House Team Leader

6 months ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
As a Reach Out Tech Bar Front of House Team Leader you will be responsible for the implementation of the Reach Out Tech Bar, ensuring the university community has in-person access to a wide range of IT services and support. You will ensure day-to-day management and delivery of a first-class customer service to all users of the Reach Out IT helpdesk, in person and digitally, as part of the wider Reach Out team.
Furthermore, you will be responsible for the effective delivery of frontline IT helpdesk services and online support, using detailed knowledge and experience to supervise and support the team to deliver service aims.

**Main Duties and Responsibilities**-2. With the IT Helpdesk Manager, design an engagement plan for RO IT and IT services, ensuring relationships are built and developed with key partners to enable and deliver an improved user experience when accessing IT support.
3. Responsible for gathering engagement data and user feedback on Reach Out Tech Bar, identifying quick wins for implementation and highlighting issues or trends which could inform future planning and development. Gather metrics for reporting to the Student Experience Committee and other senior university groups.
4.Provide clear and supportive management to the Reach Out IT helpdesk team to ensure a customer-focused, proactive service to all users of Reach Out Services across 7 days in the main University Library and other cluster buildings and virtually via UofG Helpdesk, phone and chat.
5. Be visible, maintaining a high profile with Reach Out colleagues and key partners in the university, personally taking action to resolve issues and deliver an excellent customer experience at the earliest possible point, in person and digitally.
6. Recruit, manage, train and develop Reach Out staff across all Reach Out locations, ensuring they have the right skills and training to deliver an excellent customer experience across 7 days. Manage performance through the University’s Performance and Development review process. Allocate and prioritise team workload, deploying available resources to achieve optimum efficiency in the short and medium term.
7.Proactively manage the Reach Out IT helpdesk team, ensuring staff are supported and have the right training, skills and knowledge to ensure a consistent experience for users across 7 days.
8. Manage and develop the information in UofG Helpdesk to support users of the IT helpdesk, providing up-to-date, dynamic information which reflects changing user needs, enabling self-service and ensuring a simple, positive customer experience.
9. Resolve or escalate as appropriate a broad range of IT related queries received in person, via telephone or digitally. Build positive relationships with key partners to ensure effective two-way communication and effective triage of queries. Responsible for keeping IT Helpdesk Manager informed of IT incidents and urgent concerns affecting services.
10. Be a champion for the Reach Out ethos, branding and identity, working closely with other Reach Out Team Leaders to ensure all Reach Out staff understand the aims of the service and have access to training and support to help them deliver an excellent customer experience. Work closely with key partners, eg Other IT teams, to ensure services are joined up. Use Microsoft Teams to communicate across teams/buildings and actively engage with staff.
11. Work with Student Communications and Events Managers to support and host pop-ups and other student activity, and to promote Reach Out IT services and developments via social media, print and other digital channels throughout the year.
12. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support Team

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1. Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in similar related role(s)
Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.
A3. Awareness and general knowledge of the University's IT environments.
A4. Knowledge of how and where to find IT and related information required by users

**Skills**

**Essential**:

C1. Proven customer service skills
C2. Management skills along with the ability to work with others and manage and develop the performance of team members.
C3. Proven IT skills to use Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase.
C4. Ability to identify service priorities in short and medium term in an extremely busy environment and allocate staff resource appropriately.
C5. Proven ability to resolve complex enquiries and share knowledge wi

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