Deputy Service Desk Manager

The University and UIS 

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work. 

The role 

The University Information Services (UIS) Service Desk is the first point of contact for IT Incidents, Requests and queries from across the collegiate Cambridge estate, be they, academics, students, staff or IT "Computer Officers" in colleges and departments.

The Service Desk sets the standard of customer service, helping to support, develop and deliver services provided by UIS Teams. 

During the supported hours of 08:30-17:00 Monday to Friday, the Service Desk team provides first- and second-line support, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help. The team comprises of Service Desk Analysts, Senior Service Desk Analysts, Deputy Service Manager, ITSM Manager, the User Administration team and the Service Desk Manager. The Deputy Service Desk Manager will be supporting the Service Desk Manager on delivery of Incident, Problem, Request and Knowledge Management processes. 

You'll get the chance to collaborate and interact with some of the finest minds in the world, sharing data, insight and expertise to make a meaningful difference to the University's success. 

As the Deputy Service Desk Manager, you will: 

• Manage the Incident queues to ensure the highest possible levels of customer service standards are being met
• Manage the Service Request Process and implement iterative improvements
• Manage the junior members of the service desk team
• Ensure Knowledge Management process is being followed
• Ensure Problem Management process is actively used to flag existing and potential high ticket issues
• Implement a quality assurance check across the service desk
• Act on feedback from customers to raise service standards
• Support the Service Desk manager in developing the Service Desk to a professional standard

The University is supportive of hybrid working, where some work is undertaken on University premises and some in a remote working environment. This position is based at the UIS West Cambridge Site and requires a minimum of two days per week on-site presence.

What you will need: 

• Recent experience in managing a service desk
• Evidence of working at a tactical or operational level to deliver a service improvement
• Experience of great customer service
• Skills in incident management and service reporting
• Exemplary communication skills
• Ability to manage and prioritise your own and the team's tasks
• Ability to take accountability for issues that occur
• Proactive in searching for potential problems
• Educated to degree level/Level 6 vocational qualification or equivalent level of practical experience

Additionally, the following knowledge, skills, and experience would be beneficial:

• Recent experience in implementing service delivery metrics and performance monitoring
• Experience of managing individuals or teams
• Skills in problem management, knowledge management, and Continual Service Improvement (CSI)
• A relevant IT service management qualification, e.g. ITIL Foundation.

We particularly welcome applications from women and candidates from a BME background for this vacancy as they are currently under-represented at this level in our institution. 

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society. 

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