Service Desk Manager
In this role, you’ll report directly to the IT Director and take the lead in managing a team of skilled 1st, 2nd, and 3rd line engineers. You’ll be responsible not just for day-to-day service delivery, but also for shaping and embedding ITIL-based processes that elevate the organisation’s IT function.
Beyond team leadership, you’ll have oversight of the organisation’s entire technical estate. This includes everything from desktop services and remote access to mobile computing, telephony, and printing solutions. You’ll also play a strategic role in identifying the infrastructure needs of the institution, raising any policy gaps, and contributing to the ongoing development of the IT function.
Strong communication and interpersonal skills are essential. You’ll often be the first point of contact for resolving technical issues and will need to engage with a wide variety of users—from academic staff to students—with clarity, patience, and professionalism.
Technically, you’ll need a solid foundation working across both Windows and Mac environments, along with experience in technologies such as Office 365, Active Directory, networking protocols, Intune, MDM solutions and Antivirus tools. A strong grasp of ITIL processes is also required, ideally with hands-on experience applying them in a live environment.