Role: ICT Technical Support Manager
Department: Digital Services
Grade: 8 (£47,874 - £56,954)
Responsible to: Head of Customer Services and Support
Campus: Any
(Permanent / Full-time)
Closing date: 23rd February 2025 at 23:30
Reference number: 034323
- ABOUT US -
We are a university with a national and international reputation for excellence, innovation, and regional engagement, making a major contribution to the economic, social, and cultural development of Northern Ireland. Our core business activities are teaching and learning, widening access to education, research and innovation and technology and knowledge transfer.
- THE ROLE -
As ICT Technical Support Manager, you will provide leadership and accountability for 2nd-level technical support teams within Digital Services. Your responsibility will focus on developing, maintaining, and enhancing an agile 2nd-level technical support service delivering against ICT requirements for our staff, students, and stakeholders. You will lead integrating teams across campuses to deliver an excellent 2nd-level technical support service where staff are equipped with the knowledge, skills, and training to enhance and enable the teaching, learning and research activities at Ulster University.
If you wish to have an informal discussion regarding this role, please contact Ann McSherry, Head of ICT Customer Services and Support.
- ABOUT YOU -
- Educated to degree in a subject with substantial relevant ICT content. OR can demonstrate substantial experience leading and managing a large customer-facing ICT Technical Support environment.
- Extensive experience successfully leading 2nd-level technical support teams in the delivery of comprehensive ICT services.
- Management of service requests and incident processes to ensure effective delivery of 2nd-level technical support.
- Experience of organising and leading the performance of a team including engaging and motivating technical support staff.
- Proven ability to develop and deliver appropriate 2nd-level service plans and associated documentation.
- Proven experience of monitoring service targets against team performance including the use of metrics and reporting.
- Ability to negotiate, build and manage service-level relationships with stakeholders.
- Demonstrable evidence of written documentation to improve workflows and/or operational efficiencies.
- Willingness to travel across campuses to meet the needs of the role.
Further information can be found in the candidate briefing document, available to download from the advert on the Ulster University Jobs portal.
Ulster University holds a Silver Athena SWAN Award in recognition of our commitment to advancing Gender equality. You can read more about what this means on our University website. The University has a range of initiatives to support a family-friendly working environment, including flexible working.
The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.