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Service Operations Manager (13 month FTC)

  • Location:


  • Sector:

    EUC, Cloud, Infrastructure and Services

  • Job type:


  • Job functions:

    IT Services, IT Service Management

  • Salary:

    £40000 - £45000 per annum

  • Contact:

    Jess Byrne

  • Contact email:

  • Job ref:


  • Published:

    27 days ago

  • Duration:

    13 Months

  • Expiry date:


  • Startdate:


Role: Service Operations Manager (13 month FTC)
Salary: Up to £42,804 + OT - total package up to £44,804
Location: London & home (2/3 days a week on site)

The role:

To lead the service desk function and provide specialist and technical end-user support services.


* As part of SO to carry out day-to-day technical support of information systems and services. This includes public-facing, curatorial and administrative applications as well as infrastructure and common desktop components.
* To staff the IS Helpdesk, in collaboration with colleagues, responding to and recording user requests, problems and enquiries (via phone, email and face to face). Preparing standardised solutions and guidance to common problems and identifying training needs as necessary.
* To prioritise and resolve reported faults, in line with agreed service levels and schedules. To conform to user response and management escalation criteria. As required, to mobilise and monitor third-party support organisations, progress-chasing and ensuring quality is maintained.
* To scope and champion user requests, bringing to bear specialists skills when necessary in order to deliver packages of work (e.g. installing new equipment during office refurbishments, requirements determination for projects with an IT element, etc.).
* To provide specialised technical expertise to IS colleagues in at least two relevant areas, e.g. Windows 10 operating system management, ITIL v.3, Apple OSX, database administration, ticketing & retail systems (POS), desktop & Helpdesk support, networking, SCCM for centralised deployment, UniFLow Printing, Telecoms System administration.
* To manage the deployment of new versions of the desktop image and application packages (Microsoft System Centre Configuration Manager).
* To participate in the weekend on-call service supporting front of house, network and exhibition systems and services (approximately one weekend in five).
* To represent the department at formal user group meetings and workshops.