Service Desk Supervisor (Internal Only)

Bournemouth University’s vision is worldwide recognition as a leading university for inspiring learning, advancing knowledge, and enriching society through the fusion of education, research, and practice. Our highly skilled and creative workforce is comprised of individuals drawn from a broad cross section of the globe, who reflect a variety of backgrounds, talents, perspectives, and experiences that help to build our global learning community.

Within our IT Services department, we are responsible for delivering essential academic and administrative computing, networking, applications, audio-visual, and media services, as well as providing support for centrally managed teaching spaces.

We are seeking an experienced IT Service Desk Supervisor to lead the daily operations of our university's IT Service Desk. The chosen candidate will be instrumental in creating a customer-focused environment, ensuring timely resolution of incidents, and maintaining consistent service levels. With a foundation in ITIL Service Operation principles, the Supervisor will drive the incident and service request management process, fostering effective queue management and impactful communication with team leaders and IT managers.

In this role, you will guide and support the Service Desk team, ensuring incidents and service requests are handled efficiently and prioritised based on user impact. You'll also assist analysts during high-volume periods, maintaining quality assurance standards. Collaborating closely with IT managers, you will negotiate incident resolutions and maintain ownership until successful completion. Additionally, your role will involve managing shift schedules, identifying high-impact incidents, and contributing to continuous service improvements and strategic engagements. You'll play a crucial part in maintaining knowledge of desktop hardware, software, and networking technologies while ensuring compliance with security protocols and university policies.

If you wish to discuss the role in further detail prior to application, please contact [email protected], quoting the post number ITS236 in the subject line.

This position does not meet the eligibility requirements for sponsorship under the Skilled Worker Route within the UK Visa and Immigration service’s Points Based System.  Therefore, BU will not be able to sponsor individuals who require permission to work to carry out this position.  

BU values and is committed to an inclusive working environment. We seek a diverse community through attracting, developing, and retaining staff from different backgrounds to contribute to inspirational learning, advancing knowledge and enriching society. To support and enable our staff to achieve a balance between work and their personal lives, we will also consider proposals for flexible working or job share arrangements.