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IT Service Desk Manager

Department:  ITS
Salary:  £34,777 to £36,889 per annum
Grade:  9
Post Type:  Full Time
Contract Type:  Permanent
Working Hours:  36 hours per week
Closing Date:  11:59pm on Wednesday 02 February 2022
Reference:  RHACC002-22

About the Role

IT Services manages the technology used in the College, including classroom equipment, a small data centre and cloud based service providers.   We have Microsoft 365 for online learning and administration, as well as a number of education specific and administrative applications.

As the IT Helpdesk Manager, you’ll lead a team of 5 to ensure that learners, tutors and other staff have the services they need and know how to use them.  You will:

  • Make sure service levels are achieved
  • Identify opportunities for improvement, and take them
  • Manage the team, building their skills and helping them to give of their best
  • Work with colleagues in other departments to understand their needs
  • Manage small projects
  • When necessary, roll up your sleeves to resolve incidents and support learners and staff

About You

You are motivated to provide excellent service, well-organised and able to work with everyone from caretakers to learners to accountants to academics

You’re a leader and a manager, but are happy to roll your sleeves up when necessary

You know how to build a good team into an excellent one

You’ve good experience managing IT Helpdesks, including ITIL processes and the use of IT service management systems.

You’re familiar with Windows desktop and MS 365, and able to provide support to colleagues

Further details:    Job Description    
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About the College

We welcome over 7000 learners through the doors of our two campuses each year.  Our learners reflect our community, coming from all abilities, backgrounds and ages. Our curriculum is equally diverse - we offer over 2000 courses of excellent quality across multiple disciplines.  

We are dedicated to closing the achievement gaps between the most advantaged and disadvantaged adults in our community.  We are proud of our specialist courses which help adults with learning disabilities develop skills for life, work and independent living; plus our women-only offer which helps women get back into learning and employment.  

Our college extends over two beautiful campuses in Richmond and Surbiton, with dedicated art and business schools, a 120-seat theatre, offices, classrooms, workshops and kitchens, as well as a newly-created co-working space.  We are ambitious for the future of the college.  Plans are in place to design and build a new purpose-built teaching centre at our Surbiton campus over the next 2 years.    


Our Benefits

  • Competitive salaries  
  • Excellent contributory pension schemes 
  • A commitment to your ongoing learning and professional development.  Including: 
    • Fully funded professional development if required for your role (subject to applications) 
    • 1 free course per year from our wide-ranging curriculum 
    • A further 50% discount on any further RHACC courses 
  • All staff are able to request flexible working arrangements 
  • Progressive family friendly policies  
  • An onsite crèche where you can enjoy staff discounts 
  • Desirable locations with very good connections into and out of London 
  • Other benefits that we offer: 
    • Discounted private healthcare  
    • Eye care vouchers 
    • A cycle to work scheme 

Please note, all posts at the College are subject to the Enhanced Disclosure & Barring Service, with child barred list check. Should the post be involved in regulated activity with vulnerable adults an adult barred list check will also be requested. 

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment.



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