IT Support Manager (Specialist)

Bath; Bath; On-site; GBP 40,000 - 47,000; Full time

Benefits offered by this job

Generous annual leave

Pension schemes

Cycle to work scheme

EV salary sacrifice scheme

Team Bath gym discount

Tuition and language course discounts

Job summary

University of Bath is seeking an IT Support Manager (Specialist) to lead a small team delivering second line IT support for learning, teaching, research and administration. You will act as escalation point for incidents and changes, providing technical expertise and line management to your team.

You will help deploy equipment in labs, advise on specialist software requests, and install software across diverse hardware/OS.

Qualifications

• Previous line management experience.
• Experience supporting IT or AV hardware, software, or services (1st/2nd tier).
• Knowledge of IT Service Management principles.
• Experience in academic environment is desirable.
• Familiar with Windows, Mac OS, Linux and mobile OS environments.

Responsibilities

• Lead a small team delivering second line IT support for learning, teaching, research and admin activities.
• Act as escalation point for incidents and changes and provide technical guidance.
• Support setup/deployment of equipment in labs and advise on software requests.
• Collaborate with other Support teams to enhance IT Delivery and Operations services.

Skills

Team leadership

IT/AV support

Incident management

Customer service

Windows/Mac/Linux

Cross-team collaboration

Job description

Job title IT Support Manager (Specialist)

Salary Starting from £39,560, rising to £46,970

Are you a skilled Team Leader with a background in IT and/or Audio-Visual support and service delivery?

We have an exciting opportunity to lead a team focussed on the support of specialist and advanced IT equipment, software and solutions supported by Digital, Data and Technology Group ( DDaT ), enabling the team to make a significant contribution to the on-going development of an exceptional service, and to provide support within a changing business, research and technical environment.

About the role

You will lead a small team of second line IT Support Engineers supporting the learning, teaching, research, and administrative activities of the University. You will be actively involved in the day-to-day delivery of an effective IT Delivery Service to the University, acting as the point of escalation for incidents and changes and will provide technical expertise and line management in your area, whilst maintaining a supportive environment for your team members.

A typical day may see you and your team helping to set up and deploy equipment within a research laboratory or practical teaching laboratory, providing advice and guidance on specialist software requests, or installing software for a computational project across a wide range of hardware and operating systems. However, no two days are the same, as every single day brings its own new challenges and opportunities to gain experience.

You will also assist in developing IT Delivery and Operations support services, whilst maintaining positive relationships with the customer-base and staff within DDaT.

This post is to lead a small team dedicated to the second line specialist IT support of staff and students; however, you will be expected to collaborate with colleagues from other Support teams in support of their areas.

This role is offered on a full time (36.5 hours per week) fixed-term basis until 2nd August 2027.

About you

An ideal candidate in this role will:

• Have excellent interpersonal, leadership and management skills, alongside an understanding of technology and demonstrable IT and/ or Audio Visual (AV) Support skills.
• Have previous line management experience
• Be able to demonstrate experience of supporting IT or Audio-Visual hardware, software, or services (1st and 2nd tier) ideally in an academic environment.
• Display knowledge of IT Service Management principles and experience
• Work effectively in a customer service environment
• Be familiar with using and supporting various operating systems, such as Microsoft Windows, Mac OS, Linux, and mobile operating systems.
• Possess a deep understanding of hardware, software, associated technologies, and underlying operating system concepts.
• Be looking to develop skills in all facets of IT and AV support, to support the diverse teaching and research capability of the University.
• Enjoy working in a fast-paced customer facing environment and be able to multitask and prioritise effectively whilst providing a supportive and nurturing environment for your team to grow and develop.

Further information

This is a fixed-term opportunity until August 2027.

For an informal discussion about the role please contact Adrian Hooper, IT Service Manager (Specialist) at [e-mail] .

We consider ourselves to be a university where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equity and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students and encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on the university. We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment.

We're continually expanding our benefits package to better support you and enhance your experience with us and the below is just an example of some of the many great benefits we offer:

• Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
• Generous employer contributory pension schemes
• Cycle to work scheme
• Electric vehicle salary sacrifice scheme
• Staff discount at Team Bath gym
• Staff benefits include discounted postgraduate tuition and language courses, alongside a wide range of personal and professional development opportunities such as apprenticeships, LinkedIn Learning, and more
• Local discounts, including free entry to the Holburne Museum in Bath
• An excellent reward package that recognises the talents of our diverse workforce
• Employee assistance services through Health Assured, including access to the Wisdom app

We’re committed to creating a health-supporting working environment where everyone can thrive and be at their best. We offer a range of resources to enable you to do that from your first day here, including:

• Staff support groups and networks
• A network of Staff Wellbeing Champions
• A suite of tools, resources and frameworks that enable you to be at your best and thrive

Right to Work in the UK: We do not assess immigration or right to work status until offer stage. Being invited to interview does not guarantee you are eligible for visa sponsorship and all offers are conditional on meeting right to work requirements. Further information is available on our application support webpage.

Anonymous shortlisting:We are constantly seeking to reduce the unconscious bias that enters any assessment process, with the goal of creating an inclusive and equal assessment process. To support this, personal details such as your name, may be removed from application forms at the initial shortlisting stage.