IT Site Services Manager

TN United Kingdom; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading university in London seeks an IT Site Services Manager to enhance their Information Systems & Support team. This role involves developing customer service strategies, managing a team, and ensuring high-quality support for a diverse user base. The ideal candidate will have strong communication and stakeholder management skills, alongside a proven track record in IT support management.

Benefits

35 days annual leave

Healthy work-life balance

Qualifications

• Experience managing a team of End User Support colleagues.
• Ability to diagnose and troubleshoot faults.
• Experience leading end-user support teams.

Responsibilities

• Develop and implement customer service strategy.
• Monitor and report on service performance.
• Resolve escalated complex problems.

Skills

Communication

Stakeholder Management

Troubleshooting

Job description

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Information Systems and Support at University of Westminster delivers a comprehensive portfolio of ICT services to the University’s user community of 20,000 students and staff across our London campuses.

Our team is growing as we further develop our digital environment, and as part of this, we are looking to expand and develop the ISS Team, with more than £40 million investment planned over the next 5 years. Join us and be part of a dynamic, growing, and innovative team.

The IT Site Services Manager is an exciting opportunity to embed and deliver the Information Systems & Support (ISS) customer service strategy. You will develop and implement policies and practices that enable ISS to deliver quality, responsive, and proactive support to the University community in line with agreed service level targets.

We are looking for an experienced and enthusiastic manager who has previously managed a team of End User Support colleagues to provide high-quality service. You will be experienced in monitoring and reporting on service performance and confident in resolving escalated complex problems and service delivery issues.

This role requires an excellent communicator and a passionate team leader with relevant skills to manage a team and build strong working relationships with key stakeholders throughout the University and externally. You will engage with a diverse customer base and value evolving alongside our service.

Experience

1. Demonstrable ability to diagnose and troubleshoot faults and the ability to apply new technology to business problems.
2. Good working knowledge of the control and management of IT assets (or configuration items) including hardware, software, documentation, services, suppliers, and network facilities by the use and application of strict change management and recording.
3. Demonstrable experience of the IT infrastructure (hardware, databases, operating systems, local area networks, etc.) used within the organization.
4. Ability to provide high-level customer support to a diverse range of service stakeholders, with experience of escalation and successful resolution of customer complaints.
5. Demonstrable ability to design, implement, and embed good practice policies and procedures that support the development of an integrated Service Support function.
6. Strong stakeholder management skills to ensure effective engagement at all levels.
7. Experience leading and line managing end-user support team members.

As an employer of choice, the University of Westminster offers an extensive benefits package including:

1. 35 days annual leave, in addition to bank holidays and University closure days.
2. A healthy work-life balance for all employees.

HAYS Technology has been retained by the University of Westminster to manage the search and recruitment of this role. For all enquiries, please contact Breanna Mahan at Hays Technology.

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