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Service Centre Manager
2 months ago
About the Role
The successful candidate will oversee the Service Centre Teams, encompassing the Service Desk and Service Technicians, with a focus on optimizing resource utilization and assisting the team in resolving complex and difficult problems by providing expert advice and technical support for a user base of 2,500 staff. They will lead the team to embed best practice and processes in order to deliver exceptional service to the university through the user experience team structure.
Key Responsibilities
- Ensure that the service adheres to agreed Service Level Agreements (SLAs) with the business while continuously evolving through service improvement.
- 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 and ensure that 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.
- Contribute to performance improvement initiatives.
About the Team
The Service Centre Manager will ensure that the Service Desk and Service Technician teams work efficiently and effectively. They will provide leadership and develop a customer-first culture within the team as they represent the main route for all customers to access IT Services.
About the Directorate/Function
Information and Technology Services provides and supports digital services and facilities for students and staff to enable learning, teaching, research, and administration. Our key functions are to innovate, implement, and support an extensive range of digital services across the University to assist our community in accessing and processing information to achieve their goals.
In addition to making a valuable contribution to sustainability across the University, our staff share a high customer service ethic and commitment to continuous improvement.
