UK Data Archive
An exciting opportunity for an IT Service Desk Manager has come up in the UK Data Service and UK Data Archive, based at the University of Essex. As a national partnership organisation, we curate and provide access to the largest collection of social science and population data in the UK. Funded by UK Research and Innovation through the Economic and Social Research Council, we have been a critical part of the UK’s research infrastructure since 1967.
Duties of the Role
The IT Service Desk Manager (ITSDM) is a critical role in the UK Data Archive’s IT Service Management (ITSM) operation. You will manage the IT Service Desk, which is the primary point of engagement between customers and Technical Services, and be responsible for overseeing the day-to-day activities of service-desk operations to ensure customers and business teams receive the support they require.
The role is part general management, part service operations and part special projects. In addition to managing and mentoring a team of IT support officers, the Service Desk Manager also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to other key business areas such as the Development team, the Access team and the IT Change team. The IT Service Desk Manager is the key customer-facing role in Technical Services, for both internal and external customers.
The role is responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing and secure lab. This includes multi-function devices and specialised IT equipment. The role is also responsible for administering, managing and customising the JIRA Service Desk system.
A full list of duties and responsibilities can be found within the job pack.
Qualifications and Skills required
The successful candidate will hold a degree in an IT related discipline or possess equivalent experience. In addition, you will have completed a FITSM foundation course and have undertaken JIRA Service Desk Operations / Administration Training.
In order to be successful, you will need evidence of, working in and also supervising staff in a busy IT support environment and be able to work under pressure. You will also need to give evidence of administering and managing a service desk system and proven experience of generating service reports to all skill levels.
Additional skills will include the ability to configure and customise Windows operating systems, and demonstrable skills in using Microsoft packages, with a very high level of competency including the use of Microsoft Word, Excel and Outlook.
You will have excellent organisational and administrative skills and will possess the ability to work independently with minimal supervision, a range of varied tasks and dealing effectively with multiple priorities/deadlines. We are looking for an individual with administrative experience, including working in a Service environment where a high level of accuracy and attention to detail were required. Excellent interpersonal and effective communications skills are essential.
This post is fixed-term until 31/03/2024 due to the cyclical nature of the UKDA funding. Whilst this a full-time post (36 hours per week), we would also consider a job share arrangement and would welcome applications from those looking to work 0.5 FTE (18 hours per week) on this basis. Please state if you are applying for full-time or part-time on your application.
This post involves access to Government systems, information or data and will be subject to the staff vetting process. Further information can be found in the job pack.
At the University of Essex, internationalism and diversity is central to who we are and what we do. We are committed to being a cosmopolitan, internationally oriented university that is welcoming to staff and students from all countries, faiths and backgrounds, where you can find the world in one place.
To support this commitment we have our Global Forum, a staff-led network that promotes and celebrates the rich cultural diversity among Essex staff, and our Colchester campus based Faith Centre, which hosts regular services, meetings and events organised by our chaplains and faith representatives. For more information see: https://www.essex.ac.uk/life/student-facilities/religion-and-faith
Please see the attached job pack, which contains a full job description and person specification, which outlines the full duties, skills, qualifications and experience needed for this role plus more information relating to the post. We recommend you read this information carefully before making an application. Applications should be made on-line, but if you would like advice or help in making an application, or need information in a different format, please email the Resourcing Team (resourcing@essex.ac.uk).
*More information: Working at the University
