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Human Resources

IT Campus Support Manager (SMD) **Internal Only** - QMUL16805

Department: IT Services
Salary: £46,489 - £51,899 per annum (Grade 6)
Reference: QMUL16805
Date posted: 01-Nov-2018
Closing date: 18-Nov-2018

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Overview:

The IT Service Delivery Department are seeking a customer focused and experienced Campus Support Manager. You will need experience of managing and leading a committed and responsive Support team of 9 technicians that is the second line escalation for all IT related queries and issues and who own these through to resolution. You will have a proven track record from similar positions of delivering quality support with the customer at the center of all activities. Working collectively with your two Team Leaders you will ensure every issue is handled within service level and the team’s output is monitored and managed with a view to continuous service improvement. The ability to lead as well as providing daily management oversight is a key skill you will possess to drive the team to the next level. The successful applicant should be educated to degree level or equivalent and have substantial experience built up by working in progressively more challenging IT roles.

You will be part of the largest IT team consisting of around 50 dedicated support staff and focused on supporting the students and staff of the university. You will be working closely with the ITS Service Desk and other campus support teams, the IT procurement team, the Infrastructure and Applications departments as well as our dedicated Service management team to deliver best in class customer service to our customers. Following industry standard service management processes is core to our service and you will have in depth knowledge of the relevant ITIL processes together with the ability to embed and propagate those. You will be reporting to the Head of IT Service Delivery.

Working in partnership with our academic and professional colleagues, you will ensure that the service your team and IT in general delivers meets and, where possible, exceeds their expectations. Your team will focus on supporting the School of Medicine and Dentistry (SMD), however will also provide wider support where required. You will have the ability to interact with, engage and influence peers and other senior management of the university to benefit the service we provide. As part of the management team in IT Service Delivery you will work to make sure customer satisfaction is the key driver of our service delivery.

The post is full time and permanent with an expected start date of February 2019. Benefits include 30 days annual leave, defined benefit pension scheme and interest-free season ticket loan.

Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. Where required this may include entry clearance or continued leave to remain under the Points Based Immigration Scheme.

Informal enquiries should be addressed to 5985 at h.brogger@qmul.ac.uk or on +44 (0) 020 7882 5985.

The closing date for applications is 18 November 2018. Interviews are expected to be held shortly thereafter.

Valuing Diversity & Committed to Equality

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