University of Bath

University of Bath

Service Manager (2nd Line/Operations in Standard Support) (CH11554)

Job title Service Manager (2nd Line/Operations in Standard Support)

Department Digital, Data & Technology Group

Salary Starting from £37,099, rising to £44,263

Grade Grade 7

Contract Type Full Time, Open Ended

Placed on Friday 22 March 2024

Closing date Sunday 07 April 2024

Interview date Tuesday 16 April 2024

Reference CH11554


Are you a skilled Team Leader with a background in IT and/or Audio Visual support and service delivery?

We have an exciting opportunity to lead a team focused on 2nd line IT and Audio Visual support for staff and students, enabling the team to make a significant contribution to the ongoing development of an exceptional service, and to provide support within a changing business, research and technical environment.

About the role

You will be part of a wider team of 20+ 1st and 2nd line service analysts supporting the administrative, teaching and research activities of the University. A typical day may see you helping administrative staff with office tasks, setting up and deploying a variety of devices, providing advice and guidance on software requests, installing software for a practical teaching laboratory class across a wide range of hardware and operating systems. Alongside this you will lead and motivate your teams in both a pastoral capacity as well as providing them with a technical escalation point.

No two days are the same, as every single day brings its own new challenges and opportunities to learn.

This role is offered on a full time (36.5 hours per week) permanent basis.

About you

You will:

  • Be self-motivated.
  • Be able to work alone, in a team or with your peers.
  • Have excellent interpersonal and management skills, alongside an understanding of technology and demonstrable IT and/ or Audio Visual (AV) Support skills.
  • Have considerable experience in a customer service or IT / AV Support role
  • Have previous line management experience
  • Enjoy working in a customer facing fast paced environment and be able to multitask and prioritise effectively whilst providing a supportive and nurturing environment for your team to grow and develop.
  • You will possess a deep understanding of hardware, software, and underlying operating system concepts, and would be looking to develop skills in all facets of IT and AV support, in order to support the diverse teaching and research capability. You should be comfortable using and managing Windows, Mac OS, and mobile operating systems. This post leads two small teams dedicated to the first line IT and AV support of staff and students, however you will be expected to work alongside colleagues from other Support teams in support of their areas.

    What we can offer you:
  • a very generous employer contributory pension scheme
  • generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
  • we are a family-friendly University and with an increasingly agile workforce, are open to flexible working arrangements
  • an excellent reward package that recognises the talents of our diverse workforce
  • a wide range of personal and professional development opportunities
  • a number of support options available for new and existing staff to help with the cost of some immigration expenses which you may be eligible for: Relocation allowance, Visa Reimbursement, Interest-Free Loan.
  • Find out more about our benefits.

    We consider ourselves to be an inclusive university, where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on our teams.

    We are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.

    Find out from our staff what makes the University of Bath a great place to work. Follow us @UniofBath and @UniofBathJobs on Twitter for more information.

    Further details:
  • Job Description & Person Specification
  • Appendix

  • Terms and Conditions of Employment

  • We are constantly seeking to reduce the unconscious bias that enters any assessment process, with the goal of creating an inclusive and equal assessment process. To support this, personal details will be removed from application forms at the initial shortlisting stage.

    Job details


    Service Manager (2nd Line/Operations in Standard Support) (CH11554)


    University of Bath


    United Kingdom


    March 23, 2024

    Application deadline

    April 07, 2024

    Job type



    Computer Science,Engineering

    About the employer

    Situated in Bath, Somerset, United Kingdom, University of Bath is a public university that received its royal charter in 1966. The University of Bath has been consistently ranked amongst the top universities in the UK and is known for its expertise in research and teaching. In 2004, the university launched the SET squared Partnership with the universities of Bristol, Southampton, and Surrey. This is the largest partnership ever, comprises of a combined staff of 6,400 researchers, and has a research budget of £266 million.

    The university is known for its four faculties: management, science, humanities and social science, and engineering and design. The university has been recognized for its excellence in research facilities and according to the 2014 Research Excellence Framework (REF), 87 percent of the university's research has been defined as world-leading. Notably, the university's research into child poverty and support for vulnerable people won a Queen's Anniversary Prize in 2011. The university's research grants and contracts portfolio is worth around £150 million.

    The university constantly finishes at the top of student satisfaction rankings and excelling in Chemical Engineering, Mechanical Engineering, and Psychology. It was also awarded Gold in the Teaching Excellence Framework. Because of its high-quality teaching, Bath's graduates are highly sought after by the UK's top employers.

    In 2004, Bath University invested in creating a sports training village, which has emerged as one of the best training centers for athletes in Europe. In 2013, the University became a founder member of GW4, an alliance of universities sharing intellectual and physical resources. Also, in the same year, the university opened a block of 75 flats for students living on campus. In 2012, the university began a three-year campus improvement project to improvise and expand student accommodation, teaching space, and a £10million arts centre. The university has invested over £450 million on its campus over the last decade.

    In 2015, the university inaugurated a specialized area for arts, education, and events. The University of Bath has a well-built infrastructure with all the essential facilities and amenities a student will require. The university gives equal focus on sports and offers one of the best sports facilities in the UK. The university-based athletes won six medals in the 2016 Rio Olympics.

    Almost one-fourth of the students enrolled are from outside the UK, so, the university offers a perfect internationally diverse experience. Airbus, World Bank, Nike, Ford, and Rolls Royce are some of the industry leaders, which collaborate with the university.

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