Service Centre Team Lead

5 days ago


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

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. You will lead the team to embed best practices and processes to deliver exceptional service through the user experience team structure.

Key Responsibilities

  • Ensure 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, 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.
  • Contribute to performance improvement initiatives and provide leadership to develop a customer-first culture within the team.

About the Team

The Service Centre is the primary point of contact for all customers accessing IT Services. As Service Centre Manager, you will provide leadership and develop a customer-first culture within the team, ensuring exceptional service delivery and continuous improvement.

About Kingston University

Kingston University is a leading institution in digital technology, providing and supporting 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.



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