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Incident & Service Manager

Premium Job From University of Bedfordshire
Recruiter: University of Bedfordshire
Listed on: 25th March
Location: Bedfordshire
Salary/Rate: £42,792 - £51,033
Type: Permanent
Start Date: ASAP

Incident & Service Manager

Salary: £42,792 - £51,033, Grade 8

The University of Bedfordshire is an ambitious, dynamic institution with a mission to transform lives and communities for the better. Technology has an important role to play and the University ICT department is a great place to work and be part of a friendly, focused, forward-looking team in an environment where the technical professional is valued and can flourish.

The purpose of the Incident & Service Manager is to be the key point of contact for all ICT requests, Incidents and Services and Major Incidents. You will have responsibility for a small team of services desk technical staff who will support you to achieve service desk objective.

The ICT Incident & Service Manager is responsible for managing the 1st/2nd line technical support function for the University of Bedfordshire ICT Services. You will lead a team who are responsible for logging calls, troubleshooting problems, solving issues and escalating any unresolved calls to the 2nd and 3rd line teams, fulfilling FOI requests, managing training programs for customers on ICT services provided and ensuring policies and procedures are kept up to date in-line with audit and good practice requirements. You will ensure a comprehensive communication process to all parties informing and monitoring against agreed OLA's & SLA's.

The ICT Incident & Service Manager will have demonstrable experience of ITIL/ISO standards and an ability to engage multiple stakeholders at all levels. A thorough understanding of incident, service request, change, self-service management, risks and audit compliance is essential for this role.

Closing date: 21 April 2021.

Interviews will be held on 4 May 2021 (to be confirmed).

Due to the Home Office and UK Visas & Immigration requirements on immigration and Right to Work in the UK, the University of Bedfordshire can only accept job applications from Non EEA applicants who hold a current Tier 1 or Tier 2 (in country) visa and their status allows them to work and reside in the UK with no restrictions.

The University is committed to equality of opportunity and values the diversity of all its workforce and student population.

To apply:

Please click apply now and complete the online application.

Please quote reference number BEDS1864 and job title. Please note CVs will only be accepted in addition to a fully completed application form.

All applications must be received by midnight on the closing date. Applications will not be accepted after this deadline.

Contact Name: University of Bedfordshire
Reference: TJ/9437/BEDS1864
Job ID: 2913059



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