Customer Support Manager

Interviews expected to be held 13 December 2024

This role will be based on the university campus. We are open to discussing flexible working arrangements.

Are you passionate about customer excellence?  Are you committed to delivering an effective and efficient service in a large and complex organisation? Do you have experience of delivering both customer service excellence and continuous service improvement in a changing landscape? 

We are seeking a dedicated Manager for our locally based IT Teams to lead and develop a customer-centric environment that drives outstanding service delivery across the university. In this role, you will be pivotal in shaping a culture of excellence in customer support, fostering a proactive and responsive approach to meet the diverse needs of faculty, staff, students, and partners.

You will play a key role in the continued development of the service offering, enabling a culture of continuous service improvement and input into the implementation of the IT strategy. 

Our locally based IT Teams sit within faculties and professional services to provide direct IT Support to University staff, students, visitors and its partners. They deliver a mixture of standard workplace IT and support for more complex and specialist IT used by our Academic colleagues to deliver world-leading research- with third-line IT engineers joining the team as needed. 

A key aspect of the role will be to ensure that services are clearly articulated in the Service Catalogue with operational level agreements, measured and monitored to ensure Continual Service Improvements; whilst non-standard requests are prioritised by the customer with support from the locally based IT team and our IT Engagement colleagues.

This is a key leadership role within the IT organisation and is expected to work pro- actively with considerable autonomy, demonstrating leadership by setting a high standard of work ethic, integrity, and professionalism, inspiring the team through consistent actions and behaviours that embody the University’s values and goals. 

What we offer in return

• 26 days holiday plus approx.16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s 42 days a year!
• Generous pension scheme options plus life assurance. 
• Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
• Personal Development: Access to courses run by our Organisational Development & Professional Learning team.
• Access to on-site childcare, shopping discounts and travel schemes are also available.

And much more!  

To explore the post further or for any queries you may have, please contact:

Peter Halifax, Chief Technology Officer

Email: P.Halifax@leeds.ac.uk

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