Service Desk Manager

The opportunity

We are seeking a well-motivated experienced Service Desk Manager with leadership and line management experience. 

You will provide leadership and line management to team of 11 Service Desk Analysts who deliver 1st line and customer service support to students and staff across the University. 

Working with the Head of Service Operations, you will develop service excellence and ensure the team are providing the best customer service to all users. You will be responsible for the delivery of high-quality services in line within SLAs and best practice. You will continually review and improve processes to provide a consistently high-quality customer experience.

You will contribute to the formulation of strategy and policy. You will work with the Head of Service Operations to ensure the continual development of support and service improvement.  Your role will be key in developing the Service Desk by introducing new ways of working within an ITIL aligned environment.

You will help develop incident management processes, helping to train the Service Desk team to ensure service-related processes are followed, incidents are escalated, and issues are effectively resolved.

About you

• Proven experience of managing a Service Desk//1st  line support team is essential for the position ideally servicing a large user base of 20,000 plus
• High level, proven inter-personal and communication skills are essential, as is the ability to lead, motivate and inspire a team of Analysts
• Experience of working in an ITIL environment managing teams that deal with incidents, service requests and problems.
• An ITIL certification is advantageous
• Knowledge of Helpdesk / Service Desk call logging / Service Management software is required
• A qualification in SDI accreditation is beneficial but not essential for the position 

Communication 

• Be able to develop and maintain collaborative working relations across the department and the wider University to achieve the best possible results.
• Proven high level inter-personal and communication skills are essential, as is the ability to lead, motivate and inspire a team of Analysts 

If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at DigitalandTechnologystaffrecruitment@arts.ac.uk

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. UAL is home to a diverse body of over 6,000 academic, professional and technical staff who support more than 21,000 students from 130 countries.

The University is made up of 6 renowned Colleges: Camberwell College of Arts, Central Saint Martins, Chelsea College of Arts, London College of Communication, London College of Fashion and Wimbledon College of Arts. UAL is ranked second in the world for Art and Design in the 2022 QS World University Rankings.

Our culture

UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.

Candidates are advised to submit applications early.