As our Service Desk Manager, you’ll be the driving force behind our IT support operations ensuring our users receive top-tier service and our systems run smoothly. You’ll lead a high performing team, manage incidents, and continuously improve service delivery using data, feedback, and your own innovative thinking. You’ll have responsibility for ensuring the IT Service Desk provides effective end-user support, implement the College’s IT infrastructure policies and ensuring that we minimise the number of service desk calls.

In this dynamic and fast paced role you will help achieve our Service Desk’s ultimate mission of delivering a high standard of support and customer satisfaction.

• Leading and mentoring a high-performing Service Desk team.
• Managing day-to-day operations and acting as the go-to escalation point.
• Driving service improvements using KPIs, feedback, and best practices.
• Supporting AV and video conferencing across the College.
• Playing a key role in exam delivery and IT project support.
• Collaborating with stakeholders to enhance user experience and IT service quality.

• Proven experience managing an IT Service Desk.
• ITIL v3/v4 Foundation or equivalent experience.
• Strong knowledge of Microsoft 365, Windows 10/11, and ITSM platforms.
• Excellent communication, leadership, and problem-solving skills.
• A customer-first mindset and a passion for continuous improvement.
• Excellent interpersonal, oral, and written communication skills, with the ability to explain complex issues clearly.
• Strong critical thinking skills and the ability to identify workarounds and solutions.
• Self-motivated and able to work effectively within a team and collaboratively across the College.