Service Support Manager (End User Devices)

Service Support Manager (End User Devices)

ISS - Information Systems Services
Salary: £38,205 - £44,263 (Grade 7)
Closing Date: Sunday 6th October 2024 at 6pm
Interview Date: Friday 11th October 2024

The Opportunity

We are looking for an experienced Service Support Manager to manage our IT Device Replacement Programme, Printing and Asset Management services. This role oversees the entire life cycle of end user devices from procurement to disposal with a particular focus on sustainability. 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. The candidate should have a proven track record in relationship management to engage with our external suppliers to ensure effective delivery of services.

Major Duties:

• Being responsible for the quality, reliability and effectiveness of the services being provided in your area, including the performance of request, incident and change management processes.
• Actively monitoring customer feedback, identifying potential service improvements & developing plans for their implementation, escalating these to colleagues or suppliers as necessary.
• Proactively dealing with escalated issues in a timely manner, liaising with colleagues across ISS or other areas of the University and/or suppliers to achieve a resolution.
• Managing the activities of team, as well as overseeing the welfare, skills and career development of individual team members.
• Working with other support teams, ensuring that user-facing documentation, training and support are created and maintained.
• Managing the delegated budget associated with the delivery of services in your area, being accountable for costs incurred, proposing and agreeing appropriate charging models where needed, invoicing suppliers and customers as necessary and overseeing any cash handling processes in accordance with University financial regulations.

Required experience, skills & abilities:

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 (Desirable)
3. Experience of Microsoft Office Suite specifically Microsoft Excel. (Essential)
4. Experience of handling and interpreting data from multiple sources to inform decisions and create reports. (Essential)
5. Experience of Liaising with External Suppliers and contract management. (Essential)
6. Well-developed organisational skills, with experience of managing and prioritising large portfolios of work. (Essential)
7. Experience of IT Service Management in a Higher Education environment to maintain high levels of customer satisfaction. (Desirable)
8. Experience of Asset Management and maintaining accurate records to track the full life cycle of equipment including Sustainability reporting. (Desirable)
9. Experience of supporting end users in Procurement of equipment to achieve best operational practices including service-related documentation. (Essential)
10. Excellent written and verbal communication skills, coupled with the emotional intelligence to develop strong professional relationships with all staff. (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 relevant fields, 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 (Coversheet optional, up to a maximum of two A4 pages.)

We promote equality of opportunity and diversity within the workplace and welcome applications from all sections of the community.