IT Service Desk Team Coordinator - Manchester, United Kingdom - Manchester Metropolitan University

Manchester Metropolitan University

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who are we?

As part of IT & Digital, the IT Service Desk acts as a first point of contact for IT-related queries from up to 45,000 students, staff, and guests at Manchester Met.

The work we do has a direct impact on the experience of our students and colleagues, and so we are committed to providing a consistently excellent and efficient service, supporting the changing needs of our modern University.

The IT Service Desk has grown over recent years and is in an exciting position to help create the University of the future through co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation, and providing the insights to drive continuous improvement.

Who are we looking for?

We are looking for a tech savvy, customer excellence focused, confident, servant hearted and inspiring Team Coordinator to join our Service Desk leaders, in shaping and leading our daily operations, and our team of wonderful IT Service Desk Analysts.

- compassionate, empathetic, a good listener who strives for perfection not only in themselves but inspires it in the team around them
- someone who can communicate clearly and confidently at all levels, building positive relationships within our team and other teams across the wider university
- has a deep understanding of the IT Service Desk environment and will contribute to the ongoing development of our team inc knowledge, training, quality assurance, processes and procedures.
- always puts the customer and the colleague before themselves, leading through example and fostering a positive and supportive environment

What will you be doing?

As an IT Service Desk Team Coordinator, you will provide day to day operational leadership to our IT Service Desk Analysts and Senior Analysts.

You will ensure we provide top of class 1st line support for our customers through a range of contact channels, including telephone, live chat, face-to-face, and our self-service portal.

You will work alongside the other Team Coordinator and the IT Service Desk Manager to:

- ensure the IT Service Desk delivers the highest quality of service to the university at all times by timely and accurate coordination, ticket, channel and resource management.
- provide comprehensive advice and ensure customer queries are resolved promptly or escalated to another support team where necessary.
- provide mentorship, guidance and support to all analysts across the team

Carry out all required line management activities for your direct reports e.g. 121s, PDRs, Training, Quality Assurance etc

Ultimately you will be part of a great team that is dedicated and passionate about providing positive experiences and outcomes to our student and staff colleagues.

We want you to be just as passionate about caring for our team.

What will you get from us?

Industry beating holiday and benefits package
To be part of leading and developing a truly awesome team, in a supported and supportive environment, where you can grow and develop your natural talents while learning new ones at the same time
Bespoke training and advice on our HR systems and platforms to help you do your job to the highest standard
Coaching and mentoring in role from the IT Service Desk Manager
Access to MMU hosted learning and development courses and LinkedIn learning portal.

So, if you are looking for an opportunity to gain experience on a busy and evolving IT Service Desk, and share our ambition to provide a high-standard service to the people at Manchester Met, we would love to hear from you.