Service Centre Manager

1 week ago

Kingston upon Thames, Greater London, United Kingdom Kingston University Full time

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 resolving complex problems through expert advice and technical support.
  • Lead the team to embed best practice and processes, delivering excellent user experiences through the user experience team structure.
  • Ensure service adherence to agreed Service Level Agreements (SLAs) with the business, driving continuous service improvement.
  • Develop, implement, and maintain policies, procedures, and 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.
  • Initiate process improvement and adopt standardized models to develop quality management techniques and drive continual service improvement.
  • Provide leadership and develop a customer-first culture within the team, representing the main route for customers to access IT Services.
  • Provide training to new recruits, scrutinize existing processes, write reports, develop work schedules, and delegate tasks.

About the Team

Our Information and Technology Services team provides and supports digital services and facilities for students and staff, enabling learning, teaching, research, and administration. We innovate, implement, and support an extensive range of digital services across the University to assist our community in accessing and processing information.

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.

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