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- Tasks: Lead a tech support team and enhance customer service across all campuses.
- Company: BIMM University nurtures creativity and empowers students in arts education.
- Benefits: Enjoy 25 days holiday, a SMART pension, and a comprehensive benefits package.
- Why this job: Join a values-driven community focused on inclusivity and student success.
- Qualifications: Strong leadership, helpdesk management experience, and knowledge of Microsoft Cloud Technologies required.
- Other info: We encourage applications from underrepresented groups to promote diversity.
Closing Date - 02/04/2025
Location - Brighton
Salary - £39,000 - £50,440
At BIMM University, we are more than just an educational institution; we are a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.
About the Role
As Technology Support Manager, you will be responsible for leading and enhancing the technical customer service experience across all BIMM University campuses. Your role will be essential in ensuring that students and staff can confidently access and utilise the technology services available to them.
As well as managing a high-performing support team, you will oversee the helpdesk system and serve as a key escalation point for technical issues. Additionally, you will collaborate closely with senior leadership, regional supervisors, and external vendors to drive operational efficiency and continuous improvement in service delivery.
What You’ll Do:
- Lead, mentor, and develop the Technology Support team.
- Manage the Technology Operations helpdesk, ensuring timely resolution of tickets across the University while maintaining service level agreements (SLAs).
- Act as the escalation point for Regional Technology Supervisors and complex technical issues.
- Oversee key operational functions, including performance reviews, inductions, holiday requests, and escalated absence management for support staff.
- Collaborate with the Technology Operations Managers to share knowledge and improve support processes.
- Work with third-party vendors to resolve infrastructure issues efficiently.
- Develop and implement best practice processes for ticket resolution and support services.
- Provide detailed reports on ticket management trends, successes, and areas for improvement.
- Engage with Campus Deans and Deans of Faculty to tailor support services based on campus-specific needs.
- Work closely with Technology Operations and Development Managers to oversee infrastructure updates and changes.
What You’ll Bring:
- Strong leadership skills with a calm, patient, and personable approach.
- Proven experience managing a helpdesk in a fast-paced, multi-site, international organisation.
- Excellent stakeholder management and communication skills.
- Solid understanding of Microsoft Cloud Technologies, server management, and cyber security best practices.
- Proficiency in Mac OS and experience with network infrastructure, including MPLS meshed networks.
- Ability to produce and present helpdesk analysis reports.
- Willingness to travel to campuses, sometimes at short notice, and work evenings/weekends as needed.
- A collaborative mindset, able to share and receive ideas to drive team success.
Why BIMM University
We are a values led organisation, meaning our core values underpin all that we do: Believe in Everyone. Challenge the Norm. Grow Together. Do the Right Thing. Own It.
In addition to joining a committed and dedicated team, you will have access to:
- 25 days holiday per year (FTE)
- SMART pension
- A comprehensive benefits package
We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation.
We are committed to promoting the safety and welfare of our students therefore, all successful applicants are required to complete a basic DBS disclosure. Depending on the role, you may be required to complete an enhanced check / enhanced check with barred list if required by statute and internal policy.
How to apply
Interested in this Technology Support Manager opportunity, click apply and you will be redirected to our careers website to complete your application.
Technology Support Manager employer: BIMM University
Contact Detail:
BIMM University Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technology Support Manager
✨Tip Number 1
Familiarise yourself with BIMM University's values and mission. During your interactions, whether in interviews or networking, demonstrate how your personal values align with theirs. This will show that you are not just a fit for the role but also for the culture.
✨Tip Number 2
Highlight your experience in managing helpdesk operations in multi-site environments. Be prepared to discuss specific challenges you've faced and how you overcame them, as this will showcase your problem-solving skills and adaptability.
✨Tip Number 3
Network with current or former employees of BIMM University. Engaging with them can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Prepare to discuss your knowledge of Microsoft Cloud Technologies and cyber security best practices in detail. Being able to articulate your understanding and experience in these areas will be crucial, given their importance in the role.
We think you need these skills to ace Technology Support Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Technology Support Manager position. Tailor your application to highlight how your skills and experiences align with these expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in managing helpdesk operations and leading teams. Use bullet points for clarity and focus on achievements that demonstrate your leadership and technical skills.
Write a Strong Cover Letter: Your cover letter should express your enthusiasm for the role and the organisation. Highlight specific examples of your past experiences that relate to the key responsibilities mentioned in the job description, such as stakeholder management and collaboration with vendors.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the Technology Support Manager role.
How to prepare for a job interview at BIMM University
✨Showcase Your Leadership Skills
As a Technology Support Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on mentoring and developing team members.
✨Understand the Technical Landscape
Familiarise yourself with Microsoft Cloud Technologies, server management, and cyber security best practices. Be ready to discuss your experience with these technologies and how they relate to the role.
✨Prepare for Stakeholder Management Questions
Given the importance of communication and stakeholder management in this role, think about times when you've effectively managed relationships with various stakeholders. Be prepared to share specific examples.
✨Demonstrate Problem-Solving Skills
As the escalation point for complex technical issues, you should be able to showcase your problem-solving skills. Prepare to discuss challenging situations you've faced in previous roles and how you resolved them.
