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Service Centre Manager
2 months ago
About the Role
We are seeking an experienced Service Centre Manager to lead our Service Desk and Service Technician teams at Kingston University. As a key member of our Information and Technology Services team, you will be responsible for managing the delivery of high-quality IT services to our staff and students.
Key Responsibilities
- Manage the Service Centre Teams, ensuring effective use of resources and providing expert advice and technical support to resolve complex and difficult problems.
- Lead the team to embed best practice and processes, delivering excellent user experiences through the user experience team structure.
- Ensure the service adheres to agreed Service Level Agreements (SLAs) with the business, continuously evolving through service improvement initiatives.
- Develop, implement, and maintain policies, procedures, and associated training plans for the Service Centre technical, administration, and support functions.
- Take responsibility for incident and request resolution, ensuring established processes and procedures are followed from the Service Centre through to frontline support.
- Initiate process improvement and the adoption of standardized models to develop quality management techniques and drive continual service improvement within IT Services.
- Provide leadership and develop a customer-first culture within the team, representing the main route for all customers to access IT Services.
- Provide training to new recruits, scrutinizing existing processes, writing reports, developing work schedules, and delegating tasks.
About the Team
Our Information and Technology Services team provides and supports digital services and facilities for students and staff to enable learning, teaching, research, and administration. We innovate, implement, and support an extensive range of digital services across the University to assist our community access and process information to achieve their goals.
What We Offer
- A high customer service ethic and commitment to continuous improvement.
- A collaborative and dynamic work environment.
- Opportunities for professional development and growth.
