De Montfort University is a university of quality and distinctiveness, distinguished by our life-changing research, dynamic international partnerships, vibrant links with business and our commitment to excellence in learning, teaching and the student experience. The contribution of the Information Technology and Media

Services (ITMS) directorate is essential in the delivery of the corporate strategy for the university to maintain the quality of its provision and its distinctiveness.

The university is continuing to make a significant investment in its IT and media services provision to ensure the delivery of a consistent, high quality IT and media services across the university. As part of this agenda, we are currently seeking an experienced, enthusiastic and self-motivated Service Desk Team Leader to join our service desk team. While the key focus will be on the main duties and responsibilities, role holders will ensure that staff and students are at the heart of every service delivery.

As Service Desk Team Leader you will want to provide an effective, high quality, responsive, customer orientated, professional IT telephony and counter based service to staff and students within the University. As Service Desk Team Leader you will be required to manage a team of Service Desk Analysts and represent the service desk when appropriate. We are looking for people who are able to provide a first class customer service in every interaction, ensuring our customers’ needs are met as quickly and as efficiently as possible.

This role is fixed term maternity cover for twelve months (or until the return of the post holder, whichever is soonest). Please note: the salary shown is for a fulltime (37 hrs) post and will be pro-rata’d accordingly.

Overall purpose of the role:

To deliver an effective and responsive Customer Service, through the management and maintenance of an effective Service Desk and associated counter based 1st line support provision, to Staff and Students.

The post holder has direct management responsibility for approximately 11 staff.

Main duties and responsibilities:
  1. Responsible for the provision of a quality centralised Service Desk function and 1st Line Counter Support services, ensuring the appropriate prioritisation and allocation of contacts with the aim to achieve the required Service Levels (such as First Contact Resolution and Average Speed of Answer).
  2. Responsible for the monitoring and escalation of Incidents and Requests which are in danger of breaching formal service levels, escalating issues at appropriate stages and taking responsibility for the ongoing management of Incidents and Requests.
  3. To build a strong and effective customer centric team of support staff that reflects the University’s values, motivates staff, promotes performance improvement, focusses on an improved user experience and enables ITMS to deliver customer service excellence.
  4. To act as governance over the quality of data and information stored in respect of Incidents, Requests and Knowledge Solutions within the Service Management Tool and escalate data quality issues to other Team Leaders and Managers in ITMS if and when required.
  5. Oversee the provision of appropriate and relevant IT Training to all Service Desk and 1st Line staff to ensure the service is capable of delivering against quality orientated targets such as First Contact Resolution.
  6. Ensure effective staff workload distribution driven by agreed projects or as referred to by the ITMS Service Desk in accordance with agreed priorities and service levels.
  7. Work with 3rd party support partners in enabling the quality capture, management, closure or transfer of any Incidents or Requests which are captured either outside of normal service hours or during any peak periods we may reasonably require their support, ensuring an effective service provision.
  8. To represent the Service Desk, supporting the Service Operations Manager during P1 level Major Incidents, ensuring effective and appropriate escalation, internal communication and participation in Post-Incident Reviews.
  9. To take responsibility for ensuring that any complaints are recorded and Investigated as defined by the ITMS Complaints Process in line with the  appropriate Service Levels, in order to drive improved Customer Satisfaction.
  10. Build a strong and effective customer focussed team of support staff that models the University’s values, motivates staff, promotes performance improvement and enables ITMS to deliver excellence.
  11. Ensuring the delivery of any agreed Service Levels relating to the ITMS Service Desk.
  12. To lead in the development of a culture based on Continual Service Improvement.
  13. Form alliances and relationships with key stakeholders/contacts across the University to enable effective delivery of services, raising the profile of ITMS and  ensuring clear, effective and communication with internal and external  stakeholders.
  14. Ensure compliance with corporate standards for information systems, security and technology in line with relevant legislation and audit requirements.
  15. Remain innovative and stay abreast of all relevant industry and technological developments in the market place and provide advice to Management on how to take advantage of these to support the development of initiatives that deliver corporate objectives.
  16. Represent ITMS and the University on external and internal groups as appropriate.
  17. Treat all DMU staff, students, contractors and visitors with dignity and respect. Provide a service that complies with the Equality Act 2010, eliminating unlawful discrimination, advancing equality of opportunity and fostering good relations with particular attention to the protected characteristics of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief (or none), sex and sexual orientation.

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