Service Support Manager (Campus IT)

Service Support Manager (Campus IT)

ISS - Information Systems Services

Salary: £38,205 - £44,263 (Grade 7)

Closing Date: Wednesday 11th September 2024 at 6pm

Interview Date: Friday 20th September 2024

The Opportunity

We are looking for an experienced Service Support Manager to manage the Service team within our Campus IT team. This is an exciting opportunity to join our dynamic team at Lancaster University, where we provide IT support and services within a Higher Education environment. We are looking for a dedicated Service Support Manager with a passion for technology and a proven track record in managing a service team.

Major Duties:

1. Educated to degree level, or equivalent professional qualification and/or experience working in a relevant area of IT (Essential)
2. Relevant IT Qualification, Service Management Qualification, ITIL or equivalent current experience
3. Experience with Microsoft Windows and its administration tools in an Active Directory or Entra Active Directory environment, along with a strong understanding of policy management through Group Policies or configuration profiles in Intune. (Essential)
4. Experience in supporting users in a Microsoft operating system environment, specifically Windows 10 or 11, as well as applications including, but not limited to, Office365. (Essential)
5. Experience of Linux distributions and macOS support (Desirable)
6. Well-developed organisational skills, with experience of managing and prioritising large portfolios of work (Essential)
7. Experience of supporting end user devices and IT equipment within a Higher Education environment. (Desirable)
8. Experience of supporting Audio Visual equipment including hybrid teaching equipment and software (Desirable)
9. Excellent written and verbal communication skills, coupled with the emotional intelligence to develop strong professional relationships with all staff. (Essential)
10. Working with colleagues in procurement to manage contracts with external suppliers, agreeing service standards, ensuring the University meets its contractual obligations, and that contracts are regularly reviewed to ensure best value for the university. You may also need to work with suppliers to ensure that any issues (such as consumable shortages, technical issues and missed SLAs are identified and escalated appropriately). (Essential)
11. Ability to approach problem-solving in a pragmatic, organised, and efficient manner, with the capability to document and convey technical information to colleagues. (Essential)
12. Proven track record of personal development in the IT/AV discipline, along with a commitment to ongoing growth. (Essential)
13. Proven experience of managing, motivating, training and coaching a team. (Essential)

If interested, apply now and submit your CV alongside a Coversheet up to a maximum of two A4 pages.