User Support 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 currently have an opening for the position of User Support Team Supervisor. In this role, you will assume responsibility for the day-to-day operation of the User Support Team. Your primary duties will involve delivering and maintaining a client-focused service of the highest quality for the installation, maintenance, and operational support of client-based computing, software and AV systems. You will also play a critical role in coordinating technical support activities to ensure the provision of consistent and timely service to all University end users, regardless of their location, whether on or off campus.

Your responsibilities will encompass the management of daily activities, monitoring service levels, and providing second-line support for incidents and service requests requiring specialist or local resolution. This commitment is essential to meeting service and operational level targets while upholding the highest quality standards.

In addition, you will be entrusted with driving the incident, request, and problem management process, which is based on ITIL Service support principles. This includes the effective management of queues and fostering collaborative relationships with Team Leaders and IT Managers.

Furthermore, you will be expected to maintain meticulous records and provide reporting information to contribute to a culture of continuous service improvement. Strong communication and time management skills are imperative, coupled with a comprehensive understanding of IT service provision within a university environment.

If you wish to discuss the role in further detail prior to application, please contact [email protected], quoting the post number IT223 in the subject line.

THIS POSITION IS OPEN TO BOURNEMOUTH UNIVERSITY STAFF AND AGENCY STAFF CURRENTLY WORKING AT BOURNEMOUTH UNIVERSITY ONLY

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.