Service Manager (2nd Line Desktop IT Support Engineer) (ED12802)

University of Bath; Bath; On-site; GBP 38,000 - 46,000; Full time

Job summary

The University of Bath is seeking an IT and AV Services Team Leader to develop their career while managing a skilled support team. This full-time role offers diverse challenges and opportunities to enhance the university's infrastructure, focusing on hardware and software support for both students and staff.

Benefits

Free counselling services

Cycle to work scheme

Electric vehicle salary sacrifice scheme

Staff discounts on postgraduate tuition fees

Generous annual leave allowance

Professional development opportunities

Local discounts

Family-friendly workplace

Qualifications

• Experience with audio visual equipment and operating systems.
• Experience in hardware repairs and customer-facing roles.
• Experience in leading and mentoring a team.

Responsibilities

• Lead the team in providing outstanding IT and AV services.
• Monitor and report on service requirements.
• Develop the Support Service while nurturing customer relationships.

Skills

Customer service skills

Interpersonal skills

Problem-solving

Multitasking

Education

Degree in IT or related field

Job description

This is a great opportunity for you to develop your IT and Audio Visual (AV) career alongside increasing your line management and team mentoring skills, if you have a background in technology, we'd love to hear from you.

You'd be joining our small, experienced standard support team working in a fast-paced environment where you will gain experience and exposure to a variety of challenges and problems that will build your expertise.

About The Role

You will lead the team to provide an outstanding IT and AV service to both our students and staff.

Monitoring and reporting on service requirements, you will assist in developing the Support Service, whilst nurturing positive relationships with the customer-base and staff within DDaT.

No two days will be the same, providing help and advice in person, via telephone and remote support as well as through our ticket management system (TOPdesk).

You will play a key part in creating an exceptional IT and AV infrastructure in our world-leading research and teaching focussed university.

As Part Of Our Supportive Team Of 11 Second Line Analysts, You Will Be Supporting Administrative, Teaching, And Learning Activities Across The University. Your Key Activities Will Include

• Rectifying faults and providing advice on a wide range of hardware including audio visual equipment, operating systems, and software.
• Investigating and providing basic hardware and audio visual repairs
• Assisting with the build and deployment of DDaT supported equipment to teaching/learning spaces, meeting rooms and offices as needed
• Helping to develop our knowledge base and self-help guides
• Work on projects/small works as required and as staff resource allows.
• Line management and mentoring responsibility for a small team of service analysts
• Monitoring and reporting on service requirements
• Deploying the team in an effective manner
• Suggesting and implementing service improvements as agreed with the Principle Service Manager
  
  

About You

You will be interested in developing your career within IT and AV and enjoy problem-solving software and hardware issues as well as getting hands-on in delivering great support.

You Will Also Have

• Great customer service skills with the ability to communicate with a wide range of people.
• You will understand one or multiple operating systems e.g., Windows, MacOS,, mobile platforms and / or Audio Visual equipment.
• Experience using a variety of common Office software.
• Experience of basic hardware repairs.
• Be self-motivated.
• Be able to work alone, in a team or with your peers.
• Have excellent interpersonal skills.
• Enjoy working in a customer facing fast paced environment and be able to multitask and prioritise effectively.
• Experience of leading and mentoring a team
• Experience of ticket management, prioritisation and reporting
  
  

Additional Information

This role is offered on a full time (36.5 hours per week) temporary basis until December 2025.

For informal discussions about the role please contact Sherilyn Elmes on [e-mail] or Adrian Hooper [e-mail]

What We Can Offer You

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 equality 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, so we 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 are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.

• Free counselling services through Health Assured
• Cycle to work scheme
• Electric vehicle salary sacrifice scheme
• Staff discount at Team Bath gym
• Staff discounts on postgraduate tuition fees
• Staff discount on language courses
• Generous employer contributory pension schemes
• Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
• A wide range of personal and professional development opportunities including Apprenticeships, LinkedIn Learning and more
• Free entry to the Holburne Museum in Bath
• Local discounts and more
• A family-friendly workplace
• An excellent reward package that recognises the talents of our diverse workforce
• Relocation allowance
• Visa reimbursement and Interest-Free Loan to help with the cost of some immigration expenses
  
  

We are committed to continually expanding our benefits to better support you and enhance your experience with us. Find out more about our benefits.

Find out from our staff what makes the University of Bath a great place to work. Follow us @UniofBath and @UniofBathJobs on X for more information.

Closing Date: 20 Jul 2025

Department: Management, Specialist and Administration

Salary: £38,249 to £45,413