IT Service Desk Manager

IT Services

Northumbria University is seeking an IT Service Desk Manager to join the Service Management Team within IT Services which provides co-ordination of Service Management across the University. 

This role will be responsible for the management of IT Service Desk & Field Services (1st and 2nd Line Functions) which provides front line Service Support, Incident and Request Management for all Staff and Students. You will be responsible for all incidents and service requests to ensure effective handling across all channels within agreed Service Levels to deliver high levels of customer satisfaction. To succeed, you’ll be a strong communicator and have experience of working in a Service Desk Management role, with excellent subject matter expertise on ITSM and support toolsets (Servicenow).  You will be results oriented with the energy and passion to achieve, and exceed, stretching objectives and deliver within tight timescales. 

If you feel you have the expertise and the ambition to make a difference in a University with a growing reputation as a challenger institution, we would be delighted to hear from you.

If you would like to find out more about the role, please contact Jayne Routledge, Assistant Director Service Management, by email at

To apply for this vacancy please click 'Apply Now’ and submit a Covering Letter and your CV and where relevant any documents specifically request in the Role Description and Person Specification.

Northumbria University takes pride in, and values, the quality and diversity of our staff. We welcome applications from all members of the community. The University holds an Athena SWAN Bronze award in recognition of our commitment to improving employment practices for the advancement of gender equality.

We welcome applications from the UK and across the world. Visit our web pages for details about the Information and Support for International Colleagues.

Our team has a blended approach which includes remote and on campus working.  The frequency with which colleagues will work on campus will depend on the role and the needs of the University.  Some colleagues work on campus 5 days a week and others perhaps 2 or 3 days.

Please note this vacancy will close on 20/09/2021