Technology Applications Supervisor

16 hours ago

Brighton UK, East Sussex, United Kingdom BIMM University Full time

At BIMM University, we're more than just an educational institution; we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.

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About the Role

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As Technology Applications Supervisor, you will play a key role in ensuring the smooth operation and support of our technology applications, with a particular focus on student information systems. You will act as an escalation point for BAU (business as usual) support, troubleshoot issues, provide training, and oversee the helpdesk ticketing system. This role is critical to maintaining high standards of service across campuses and supporting the student enrolment and continuation processes.

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What You'll Do:

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  • Manage and mentor the Technology Applications Advisor, fostering growth and success within the team.
  • Oversee 3rd line level helpdesk ticket management, ensuring all issues are logged, tracked, and resolved using best practice processes.
  • Act as the expert for student information systems, overseeing user management and ensuring policies and procedures are followed.
  • Deliver training for technology applications, maintaining strong communication with system users across all campuses.
  • Collaborate closely with the Head of Technology Applications and various departments to support the student lifecycle processes, including enrolment and continuation.
  • Build and manage relationships with department heads and 3rd party vendors, ensuring service quality and timely resolutions for escalated BAU requests.
  • Work with the Technology Operations Cyber Security Manager and the Head of Data Governance to ensure compliance with BAU changes.
  • Ensure exceptional stakeholder management through clear communication and efficient time management.

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What You'll Bring:

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  • A calm, patient, and personable approach to managing technical support requests.
  • Proven experience in the education sector, with a strong understanding of student information systems and data management.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders and build strong relationships.
  • Experience managing a helpdesk ticket queue, with a track record of resolving escalated tickets in a fast-paced environment.
  • Confidence in working with 3rd party vendors and managing escalations when necessary.
  • A collaborative, team-oriented mindset, ready to share ideas and work towards shared goals.
  • Flexibility to occasionally work evenings and weekends when required, and travel to campuses to provide on-site support.

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