Lead Service Desk Analyst

The Sheffield College; Sheffield; On-site; GBP 31,000 - 36,000; Full time

Job summary

The Sheffield College is seeking an IT Service Desk Manager to lead their technical support team. In this role, you will ensure excellent customer service while managing the service desk operations and driving continuous improvement initiatives. The position offers a competitive salary and a variety of benefits, aiming to create a supportive and inclusive environment for all staff.

Benefits

Enhanced Pension contributions

30 Days annual leave + Bank Holidays

Employee assistance programme

Free eye tests for VDU users

Free parking at campuses

Qualifications

• Experience managing an IT service desk or similar.
• Advanced technical knowledge for troubleshooting hardware/software issues.
• Experience in a customer-facing technical support role.

Responsibilities

• Manage the Service Desk Team and ensure high-quality technical support delivery.
• Monitor performance against KPIs and manage service desk operations.
• Oversee resolution of technical issues and streamline support operations.

Skills

Customer Service Excellence

Technical Support

Team Management

Problem Solving

Job description

About Us

The Sheffield College is a further and higher education institution dedicated to providing academic, vocational, and professional qualifications to approximately 13,000 young people and adults annually. Our mission is to transform lives through learning, advocating for inclusivity and diversity at every stage.

About The Role

This customer-facing professional role ensures that aspects of IT services are installed and maintained to support the colleges goal of moving from good to great.

As part of the IT & Systems team, this role will provide direction to the Service Desk Team to ensure the delivery of high-quality technical support. Tasked with maintaining customer service excellence, this role oversees the resolution of technical issues, manages the service desk's daily functions, and ensures that all user enquiries are addressed promptly and efficiently. You will have responsibility for developing, implementing, and refining service desk management policies and procedures to streamline support operations.

The role will drive continuous improvement initiatives and foster a culture of knowledge-sharing and professional development within the team. A key aspect is to support the broader departmental goals, ensuring the service desk is a reliable resource for all technology users.

Main Responsibilities

• Deliver an excellent customer service experience by ensuring all aspects of the IT Systems Team and its services are managed, and advice is provided where required.
• Manage the Service Desk Team and supporting the management of workloads in all other teams within IT Systems.
• Advanced Technical Support: This involves handling more complex issues that require deeper technical knowledge, including troubleshooting software, hardware, and network problems that first-line support can resolve.
• Prioritised and complete incidents as directed by the IT Operations Manager to meet the agreed service level agreement (SLA) and ensure a high level of customer satisfaction.
• Monitoring performance against agreed Key performance indicators (KPIs)
• Manage the provision of Computer, Printing and AVA supplies and spares at a local level.
• Responsible for updating records and databases, including Microsoft Active Directory and the Sheffield College Service Desk, to a high level of accuracy to ensure that data is held securely.
• Responsible for diagnosing hardware and software issues and working with other IT team members and external suppliers to resolve problems satisfactorily and promptly.
• Responsible for finding and attempting to fix issues while on campus or remotely on equipment owned by the college in regard to cyber security.
• Deliver various systems and processes in line with our service catalogue, most of which are IT-related, AVA or other hardware.
• Provide data to the IT Operations Manager to manage the departments budget, including administering recharges/orders and ensuring invoices are raised to external companies where appropriate.
• Participate in or lead meetings with senior stakeholders.
  
  

What We Can Offer You

As the successful candidate, you will be offered a salary of between £31,885 - £35,849per annum based upon a combination of the skills, knowledge and experience that you can bring to the role

Our Benefits

• Enhanced Pension contributions scheme with SYPA - 17.1%
• Annual Leave -30 Days(222 hours)+ 8 Bank Holidays(59.2 hours)-this includesa discretionary Christmas closure period
• Health and wellbeing, we offer
• Employee assistance programme through Bupa
• Occupational Health through PAM
• Free eye tests for VDU users
• Free Parking at the majority of our campuses
  

Further information can be found on ourBenefitsandCareer Developmentpages.

Disability Confident

We are a Disability Confident employer and are committed to removing barriers for applicants with a disability during our recruitment process, upon appointment and as an employee. If you require any reasonable adjustments or any support at any point throughout the process, please contact us.

Armed Forces Covenant

As part of our commitment through the Armed Forces Covenant, were pledged to support the Armed Forces Community. Recognising the value Personnel, Veterans and military families contribute to our community and country.

Safeguarding

We are an employer who is?committed to safeguarding and promoting the welfare of students. Successful applicants will be required to have an enhanced DBS check and will be subject to safer recruiting procedures. Further details on our safer recruiting procedures, including the employment of ex-offenders can be found here Safeguarding

Next Steps

To apply:Please follow this link -https://jobs.sheffcol.ac.uk/tlive_webrecruitment/wrd/run/etrec179gf.open?WVID=8317802c4A&LANG=USA&VACANCY_ID=4879932o7r

As a Leader in Diversity employer, we encourage applications from everyone and value diversity in our workforce.

Closing date: 13th July 2025

Please be aware If we have a high number of applications, we may decide to close the vacancy earlier.

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