Integrated Help Desk Manager (Operations) (Internal Applications Only)

About the Job

Internal Applicants Only

Permanent - Full Time

Interview Date: 12 December 2025

This is a core post for the new Integrated Help Desk, leading and managing the team, tasks and day-to-day running. You will provide structure to the team, managing resources and tasks along with line management. The key to this post is communication at all levels and formats. You will work with the partner Systems post to streamline processes, automation and enquiry management. The post is pivotal within the team, and to the delivery of services to our wider student and staff community. This is a full-time on-campus post with occasional home working.

About You

You will be customer service focused and have experience of leading teams. You will understand the support issues facing students and staff and preferably have experience working in higher or further education. You will be confident with technology, and using it to collect, understand and share data. You will communicate across departments, encouraging cross team working and training. You can lead and manage a team, motivating and training them to provide the excellent service our university deserves.

Qualifications

Essential;

• Educated to A-level or equivalent.

Desirable;

• Degree level qualification or equivalent experience.

• Relevant Professional Qualification (ITIL or Service Management qualification).

Library, Learning and Student Services

Library, Learning and Student Services is a large and complex portfolio across learning teaching and student experience. We 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