Integrated Help Desk Manager (Operations)
| Dyddiad hysbysebu: | 11 Gorffennaf 2025 |
|---|---|
| Cyflog: | £39,355 i £44,128 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 20 Gorffennaf 2025 |
| Lleoliad: | Northamptonshire, East Midlands |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 1 diwrnod yr wythnos |
| Cwmni: | University of Northampton |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | UN5324 |
Crynodeb
About the Job
Interview Date: week commencing 28 July 2025
You will provide day to day leadership to a team delivering front line customer services across physical and virtual service points. You will work primarily at the Waterside Campus with some working at other University of Northampton sites.
You will work closely with the Head of the Integrated Help Desk and Integrated Help Desk Manager (Systems) to create the workflows and training for the team.
You will support team training and development through daily operational leadership, and line management. You will assist in creating an induction programme, timetables, training and workflows.
They may be some weekend / evening working to support University activities, such as enrolment and open days.
We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. We understand this may vary between different areas of the university as well as from one person to another. With Smarter Working you can work with increased flexibility, if you would like to, which can facilitate greater freedom and autonomy.
About you
You should have experience in leading a customer service team, preferably in Higher Education, providing virtual and physical service points and have an understanding of supporting students and staff.
You should have experience in collecting and using data to determine service delivery, and using technology.
You should be comfortable working with teams across the University, and also be able to form line management relationships, including having difficult conversations.
You should be able to remain calm and polite in demanding situations, and be able to communicate at all levels strongly.
We expect you to have strong people skills, as well as experience working with technology. You will need persuasion and negotiation skills, and to show integrity, professionalism and the University’s values.
Qualifications
Essential;
A Level or equivalent
Desirable
Degree level qualification or equivalent experience
Relevant Professional Qualification (ITIL or Service Management qualification)
Department
Library, Learning and Student Services - LLSS is a large and complex portfolio across learning teaching and student experience. The five year strategy will deliver on the following key areas: student support, support for staff within and without the Directorate, IT systems for library, learning and teaching and student services, community engagement and social impact, support for Partners, the delivery of teaching and learning for academic, information and digital skills, academic practice development, sustainability and the development, management and exploitation of library and archive collections.
About Us
At the University of Northampton, we are committed to supporting aspirations, creating opportunities, and delivering meaningful impact. Our people are at the heart of everything we do, and we foster a progressive, inclusive environment where excellence thrives for our students and staff.
Right to Work
All candidates will be required to provide proof of their eligibility to work in the UK during the interview process. The University is open to considering Skilled Worker visa sponsorship, provided that the eligibility criteria of the points-based immigration system are met.
Equality
We welcome applications from individuals from underrepresented groups.
Interview Date: week commencing 28 July 2025
You will provide day to day leadership to a team delivering front line customer services across physical and virtual service points. You will work primarily at the Waterside Campus with some working at other University of Northampton sites.
You will work closely with the Head of the Integrated Help Desk and Integrated Help Desk Manager (Systems) to create the workflows and training for the team.
You will support team training and development through daily operational leadership, and line management. You will assist in creating an induction programme, timetables, training and workflows.
They may be some weekend / evening working to support University activities, such as enrolment and open days.
We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. We understand this may vary between different areas of the university as well as from one person to another. With Smarter Working you can work with increased flexibility, if you would like to, which can facilitate greater freedom and autonomy.
About you
You should have experience in leading a customer service team, preferably in Higher Education, providing virtual and physical service points and have an understanding of supporting students and staff.
You should have experience in collecting and using data to determine service delivery, and using technology.
You should be comfortable working with teams across the University, and also be able to form line management relationships, including having difficult conversations.
You should be able to remain calm and polite in demanding situations, and be able to communicate at all levels strongly.
We expect you to have strong people skills, as well as experience working with technology. You will need persuasion and negotiation skills, and to show integrity, professionalism and the University’s values.
Qualifications
Essential;
A Level or equivalent
Desirable
Degree level qualification or equivalent experience
Relevant Professional Qualification (ITIL or Service Management qualification)
Department
Library, Learning and Student Services - LLSS is a large and complex portfolio across learning teaching and student experience. The five year strategy will deliver on the following key areas: student support, support for staff within and without the Directorate, IT systems for library, learning and teaching and student services, community engagement and social impact, support for Partners, the delivery of teaching and learning for academic, information and digital skills, academic practice development, sustainability and the development, management and exploitation of library and archive collections.
About Us
At the University of Northampton, we are committed to supporting aspirations, creating opportunities, and delivering meaningful impact. Our people are at the heart of everything we do, and we foster a progressive, inclusive environment where excellence thrives for our students and staff.
Right to Work
All candidates will be required to provide proof of their eligibility to work in the UK during the interview process. The University is open to considering Skilled Worker visa sponsorship, provided that the eligibility criteria of the points-based immigration system are met.
Equality
We welcome applications from individuals from underrepresented groups.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.