IT Service Manager

Job title: IT Service Manager

Job location: London, England

Industry: Technology, Higher Education

Employment type: Permanent

Salary: GBP44,737-GBP52,764

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over GBP1 billion. Part of UCL's vision is to take on the hardest global challenges.

The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.

Our ambition is to be the leading IT services group in the HE sector and we are growing our team's capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research.

Within ISD, this post is in Faculty IT & Partnering which provides local specialist applications and systems support and IT strategic business partnering for users in the School of Life and Medical Sciences (SLMS), in the Institute of Education (IOE), the Bartlett Faculty of the Built Environment and to departments in the Faculties of Arts & Humanities, Social & Historical Sciences and Laws (SLASH).

Responsibilities:

• Manage the day-to-day operations and provision of all IT services required by your School, Faculty, Institute or Department.
• Working as part of the Faculty IT and Partnering group, you will collaborate with several groups across ISD.
• Work closely with ISD service teams to manage provision of IT support technicians to your designated area(s).
• Ensure sufficient provision of resources and services to your designated User community.
• To manage staff performance and development.
• Take day-to-day management responsibility for the support provision and operations for your designated area(s).
• Management of escalations, monitoring of service levels and taking appropriate remedial actions where required.

Skills/Minimum Qualifications:

• Technical understanding of Windows 10 and Apple operating systems and Microsoft Office 365
• Experience in leading and line managing a technical group of IT specialists
• Experience of working in an IT Service/Project Management role with stakeholder management responsibilities
• Previous knowledge or interest in working for a higher education institution and/or research faculty
• Previous experience and knowledge with IT and AV support