IT Customer Service Manager

City of Portsmouth College; Portsmouth; On-site; GBP 41,000 - 44,000; Full time

Job summary

A local educational institution in Portsmouth is seeking an IT Customer Services Manager to lead the IT Support Team. You will manage the IT helpdesk and resources, ensuring high-quality support services. The role requires strong communication skills and a degree in IT or related fields. Candidates should have ITIL certification and experience in delivering IT support. The position is full-time and offers competitive benefits including a pension scheme and staff discounts.

Benefits

32 days annual leave

Local Government Pension Scheme

Staff development programmes

Discounts at College facilities

Free car parking across campus

Qualifications

• Strong Maths and English skills.
• Line Management Experience required.

Responsibilities

• Lead the IT Support Team ensuring high-quality service.
• Manage IT helpdesk and resource allocation.
• Drive continuous improvement in customer service.

Skills

Strong organisational and time management skills

Excellent communication and interpersonal skills

Proficiency in Microsoft Office Suite

Experience in delivering IT support

Education

Degree in IT, Customer Service Management or related field

ITIL certification

Any Microsoft 365 qualifications

Any Cisco / Meraki qualifications

Relevant Technical related qualifications

Job description

Job Title: IT Customer Services Manager

Location: Highbury Campus, with cross campus travel (Sixth Form, North Harbour and Arundel)

Salary: £41,141.43 - £43,644.02 Full Time Equivalent

Hours of work: 37 Hours per week, 52 Weeks per year, Full-Time, Permanent

About us

At City of Portsmouth College, we aspire to be the employer of choice in the Portsmouth area, with a progressive, supportive, and rewarding workplace culture and one that offers competitive benefits for its staff. By joining us, you will personally be part of the change we are driving and will play a pivotal role in supporting the growth and development of our brilliant students, turning them into future leaders and innovators. Everyone at the College is part of the bigger picture and together, each role makes an impact and in turn a difference to our students learning journey.

We have an unrivalled curriculum of courses on offer for students of all ages and stages covering A-levels, Apprenticeships, Vocational & Technical courses. We also offer Higher Education, Online learning and Community courses that appeal to the needs of local community.

What we offer

• Annual Leave: 32 days total and closure for winter shutdown period in line with Hampshire County Council school holidays & statutory bank holidays
• Pension: Local Government Pension Scheme. Further information can be found at www.hants.gov.uk/hampshire-service/pensions/local-government
• Learning & Development: Programmes by The Community Adult Education Department
• Staff Development: Access to the College staff development programmes and CPD
• Onsite Discounts: City of Portsmouth College Hair Salon & 50% off at the City of Portsmouth College Sports Centre
• Online Discounts: Unidays, Student Beans, and Totum with a City of Portsmouth College email address
• Parking: Free car parking across all campus sites (apart from Arundel)
• Blue Light Card: providing several discounts for clothing, electrical goods, food and days out, even concert tickets!

About the role

The IT Customer Service Manager leads the IT Support Team, ensuring the delivery of high-quality IT support services to staff and students. This role is responsible for managing the IT helpdesk, resource allocation, stakeholder engagement, and driving continuous improvement in customer service to support the college’s strategic IT objectives.

Key Responsibilities

• Oversee the daily operations of the IT Support Team, ensuring timely and effective resolution of IT support requests.
• Lead, mentor, and develop IT support staff, fostering a collaborative and high-performance culture.
• Act as an escalation point for complex technical and customer service issues.
• Serve as the primary contact for IT support stakeholders, including internal departments and external partners.
• Communicate support status, risks, and achievements to the Head of IT and senior management.
• Manage support resources, including staff scheduling, budgets, and third-party suppliers.Conduct regular
• 1:1s and team meetings with direct reports.
• Implement and maintain support controls, including incident management, issue tracking, and quality assurance.
• Ensure all IT support activities comply with college policies, Cyber Essentials, GDPR, and safeguarding requirements.
• Champion new technologies and process improvements to enhance IT support efficiency and effectiveness.
• Review and refine IT support methodologies, documentation, and reporting.
• Provide regular updates and reports to the Head of IT, including service metrics, deliverables, and risk assessments.
• Promote and uphold college values, diversity, inclusion, and safeguarding policies in all IT support activities.

To be successful in this role, below is what we would need from you

• Degree in IT, Customer Service Management, or related field; ITIL certification
• Any Microsoft 365 qualifications
• Any Cisco / Meraki qualifications
• Relevant Technical related qualifications
• A good standard of Maths and English
• Strong organisational and time management skills
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite
• Experience of delivering IT support to a high standard and understanding customer need
• Line Management Experience

Diversity and Inclusion

Equality, Equity, Diversity, and Inclusion are central to the work of City of Portsmouth College. This underpins the vision of the College to transform lives through providing exceptional education and training.

The College’s commitment to Equality, Equity, Diversity, and Inclusion is reflected in the continued successful promotion of these strands through the curriculum, enrichment activities, and the range of direct and indirect student support services.

Pre-Employment Checks

The City of Portsmouth College is committed to safeguarding and promoting the welfare of children and young people in our college. All successful candidates will be subject to an enhanced Disclosure and Barring Service check and two references.

We reserve the right to close the job advert when we have had successful applications, and it may not run for the full duration of the advert. We do not accept CVs from agencies for these roles.