IT Service & End-User Experience Lead (Hybrid)

European Bioninformatics Institute; Cambridge; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading European research institute in Cambridge is seeking an IT Service and Support Manager to oversee the Service Desk and enhance the Digital Employee Experience. The role includes managing a growing team, contributing to IT strategy, and ensuring support for diverse cloud applications. Candidates should have significant experience in customer-facing IT management and a solid understanding of ITSM frameworks. This position offers a hybrid working model and a competitive salary starting at £4,825 per month, plus benefits.

Benefits

Generous benefits

Hybrid working options

Qualifications

• Significant experience managing a customer-facing IT support team.
• Strong background in IT Service Management (ITSM) and ITIL methodology.
• Extensive experience supporting users in a multi-platform environment.

Responsibilities

• Oversee Service Desk and Desktop Support services.
• Lead and manage the Service Desk team, overseeing recruitment and development.
• Contribute to pan-EMBL Enterprise IT strategy, focusing on user-facing services.

Skills

IT Service Management

Team Leadership

Communication Skills

Stakeholder Management

Vendor Management

Education

Experience in a scientific or academic research environment

Tools

ServiceNow

Intune

Jamf

Job description

A leading European research institute in Cambridge is seeking an IT Service and Support Manager to oversee the Service Desk and enhance the Digital Employee Experience. The role includes managing a growing team, contributing to IT strategy, and ensuring support for diverse cloud applications. Candidates should have significant experience in customer-facing IT management and a solid understanding of ITSM frameworks. This position offers a hybrid working model and a competitive salary starting at £4,825 per month, plus benefits.