Integrated Help Desk Manager (Operations)

About the Job

Interview Date: week commencing 28 July 2025

You will provide day to day leadership to a team delivering front line customer services across physical and virtual service points. You will work primarily at the Waterside Campus with some working at other University of Northampton sites.

You will work closely with the Head of the Integrated Help Desk and Integrated Help Desk Manager (Systems) to create the workflows and training for the team.

You will support team training and development through daily operational leadership, and line management. You will assist in creating an induction programme, timetables, training and workflows.

They may be some weekend / evening working to support University activities, such as enrolment and open days.

We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. We understand this may vary between different areas of the university as well as from one person to another.  With Smarter Working you can work with increased flexibility, if you would like to, which can facilitate greater freedom and autonomy.

About you

You should have experience in leading a customer service team, preferably in Higher Education, providing virtual and physical service points and have an understanding of supporting students and staff.

You should have experience in collecting and using data to determine service delivery, and using technology.

You should be comfortable working with teams across the University, and also be able to form line management relationships, including having difficult conversations.

You should be able to remain calm and polite in demanding situations, and be able to communicate at all levels strongly.

We expect you to have strong people skills, as well as experience working with technology. You will need persuasion and negotiation skills, and to show integrity, professionalism and the University’s values.

Qualifications

Essential;

• A Level or equivalent

Desirable

• Degree level qualification or equivalent experience
• Relevant Professional Qualification (ITIL or Service Management qualification)

Department

Library, Learning and Student Services - LLSS is a large and complex portfolio across learning teaching and student experience. The five year strategy will deliver on the following key areas: student support, support for staff within and without the Directorate, IT systems for library, learning and teaching and student services, community engagement and social impact, support for Partners, the delivery of teaching and learning for academic, information and digital skills, academic practice development, sustainability and the development, management and exploitation of library and archive collections.

About Us

At the University of Northampton, we are committed to supporting aspirations, creating opportunities, and delivering meaningful impact. Our people are at the heart of everything we do, and we foster a progressive, inclusive environment where excellence thrives for our students and staff.

Our People
Our staff are our greatest asset. We are dedicated to building an inclusive community that values diversity, promotes wellbeing, and supports personal and professional growth. By developing a first-rate People Strategy, we aim to attract and retain top talent, enhance career progression, and ensure that every colleague feels empowered to achieve their best.

Our Values

• Inclusivity: We celebrate diversity and ensure that everyone has the opportunity to excel.
• Sustainability: We are committed to becoming a net zero carbon institution, taking collective action for the benefit of society and the environment.
• Aspiration: We strive for excellence in all we do, empowering our staff, students, and partners to reach their highest potential.
• Trust: We build relationships based on respect, transparency, and shared goals.

Together, we are creating a future where our community, our work, and our impact truly make a difference.

Right to Work

All candidates will be required to provide proof of their eligibility to work in the UK during the interview process. The University is open to considering Skilled Worker visa sponsorship, provided that the eligibility criteria of the points-based immigration system are met.

Equality

We welcome applications from individuals from underrepresented groups.

The University of Northampton is committed to providing a vibrant, ethical, and sustainable environment that values equality, diversity, and inclusion. Our commitment ensures an inclusive atmosphere for staff, students, and the public. We manage equality and diversity through key committees and formal policies, extending our responsibility to subsidiary companies and partnerships.

Together @ UON
Our Commitment to Equality and Inclusion

Together @ UON affirms our dedication to creating an environment that celebrates diversity and promotes equality. We aim to foster a space where all can thrive, aligning with our mission to transform lives and inspire change.

Commitments Include:

1. Creating an Inclusive Environment: Adopting a zero-tolerance approach to discrimination and ensuring all activities are inclusive.
2. Supporting Students and Staff: Strengthening mental health support, enhancing disability confidence, and ensuring academic and professional support.
3. Tackling Inequalities: Involving students in recruitment, integrating forums for equality data analysis, and supporting networks for protected characteristics.

UON’s Major Commitments:

• Disability Confident
• Standalone Pledge
• IHRA Working Definition

For more details, visit: Equality and Diversity at UON