Service Desk Manager

University of Oxford; Oxford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A prestigious educational institution is seeking a highly motivated Service Desk Manager to ensure outstanding user support and customer service. The role involves overseeing team performance, managing service levels, and leading projects like OS upgrades. Candidates should have experience within an ITIL framework, strong leadership skills, and a high level of technical expertise. This full-time position is fixed-term for two years, based in Oxford, and requires immediate availability.

Qualifications

• Experience in managing a team and delivering exceptional customer service.
• Able to resolve complex incidents beyond the capability of first-line staff.
• Experience in higher education or research settings is desirable.

Responsibilities

• Ensuring outstanding support and excellent customer service.
• Overseeing individual and team performance to drive continuous improvement.
• Managing service levels and leading desktop support projects.

Skills

ITIL framework experience

Technical expertise

Leadership skills

Communication skills

Organizational skills

Education

Relevant IT qualifications or equivalent experience

Tools

Service management tools

Job description

We are seeking a highly motivated Service Desk Manager to ensure that our users receive outstanding support and excellent customer service across the department. The post-holder will take responsibility for delivering high-quality first-line support, using service metrics to identify opportunities for improvement and to measure the impact of changes made. The ideal candidate will have proven experience working within an ITIL framework and supporting a team of technicians to deliver exceptional customer service. They should be highly organised, able to plan and manage workloads effectively, and comfortable working both independently and as part of a team. A high level of technical expertise is essential, as the role involves resolving complex incidents beyond the capability of first-line staff. As Service Desk Manager, you will oversee individual and team performance, schedule tasks and project work, and provide training and mentoring where needed. You will manage service levels, lead desktop support projects such as OS upgrades and technology refreshes, and drive continuous improvement of the service desk system and other support tools. The role includes managing the CMDB and asset registers, helping develop policies, procedures and metrics, and contributing to SLAs, OLAs and the service catalogue. You will also be responsible for maintaining IT documentation and knowledgebases, offering expert technical support for complex issues, managing IT-related contracts and renewals, and developing effective escalation processes. At times, you will provide direct first-line support during staff absence, high workload periods or operational need. To be successful, you will need relevant IT qualifications or equivalent experience, strong leadership and people management skills, excellent communication abilities and solid understanding of ITIL principles. You must be able to work accurately under pressure, show initiative, and manage your time effectively. ITIL qualifications, experience in higher education or research settings, and familiarity with service management tools or KPI / SLA reporting are desirable. This role is based in Oxford, and offered on a full-time basis. It is a fixed term post for 2 years in the first instance. We would like the successful candidate to start as soon as possible.