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- Tasks: Lead the IT Support team and enhance service processes for a better digital experience.
- Company: Join a leading provider of supported online education with a focus on sustainability.
- Benefits: Enjoy flexible working, generous holiday allowance, and a competitive salary.
- Why this job: Make a real impact on student and staff satisfaction while developing your leadership skills.
- Qualifications: Experience in IT service management and strong team collaboration skills required.
- Other info: Embrace a culture of equality, diversity, and inclusion in a supportive environment.
The predicted salary is between 36000 - 54000 £ per year.
Full time, fixed term for up to 12 months (maternity cover) based in Horizons (Reading, Berkshire) with up to two days per week working from home. Salary circa £45,000 pa plus benefits.
An opportunity has arisen for an IT Service Manager to join our busy Technology team who support around 300 employees, 200 Associate Lecturers, and 4,000 students. You will need to take a proactive and hands-on approach, working to optimise service processes and drive continuous improvement in the service desk environment.
You will line manage the IT Support team, acting as an escalation point for queries and ensuring the team are well supported and well-equipped to offer excellent customer service. This is an exciting opportunity for someone looking to make a real difference, as you will be integral in improving the digital experience for both students and staff.
Your accountabilities and responsibilities include:
- Manage the daily operations of the IT Support team, ensuring incidents and service requests are handled efficiently and professionally.
- Maintain and develop ITSM processes (incidents, service requests, problems, and change management).
- Manage service desk workload, prioritisation, and resource allocation.
- Occasionally attend the London School of Architecture (Dalston) site for support, auditing and projects.
Our main requirements:
- Proven experience in IT service management or service desk leadership.
- Experience working within an assigned budget.
- Good knowledge of Intune, Office 365 suite, AD and MS Entra/Azure.
- Ability to work well within a team and mentor staff.
At University of the Built Environment we expect employees to demonstrate our values: Passion, Integrity, Excellence and Support. Student satisfaction and success are our main drivers, and our people consistently report high levels of employee engagement; your contribution will be valued should you join us.
We are a long-standing and leading provider of supported online education with a long-term ambition to be the world’s most sustainable university. At The London School of Architecture, our students study onsite. Staff wellbeing and work-life balance are a priority for us, with flexible working arrangements and a generous holiday allowance amongst some of our key employee benefits.
To view the full job specification and to apply, visit our careers site.
Vacancy closes on Monday 02 March 2026 at 09:00.
EQUALITY, DIVERSITY, AND INCLUSION: We champion equality, diversity, and inclusion in our workforce. We celebrate diversity and the strengths it brings to our staff body, our student community and our Board of Trustees, recognising that people are key to our success. Our aim is to attract, develop and retain a diverse workforce, therefore we welcome and encourage applications from all backgrounds.
IT Service Manager employer: University of the Built Environment
Contact Detail:
University of the Built Environment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at the University of the Built Environment or similar institutions. A friendly chat can lead to insider info about the role and even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your IT service management knowledge. Be ready to discuss how you've optimised service processes in the past. We want to see your hands-on approach and how you can drive continuous improvement!
✨Tip Number 3
Show off your leadership skills! Think of examples where you've successfully managed a team or resolved conflicts. Highlighting your ability to mentor staff will definitely catch our eye.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at the University of the Built Environment.
We think you need these skills to ace IT Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Manager role. Highlight your experience in IT service management and any leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention your experience with ITSM processes and customer service.
Showcase Your Team Spirit: We value teamwork, so make sure to highlight your ability to work well within a team and mentor others. Share examples of how you've supported your colleagues in previous roles – we love to see that collaborative spirit!
Apply Through Our Website: Don't forget to apply through our careers site! It's the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at University of the Built Environment
✨Know Your ITSM Processes
Make sure you brush up on your knowledge of IT Service Management processes, especially incidents, service requests, and change management. Being able to discuss these confidently will show that you're not just familiar with the theory but can apply it practically.
✨Showcase Your Leadership Skills
As an IT Service Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on mentoring and supporting staff. Highlight any specific situations where your leadership made a difference in service delivery.
✨Demonstrate Your Customer Service Focus
Since this role is all about improving the digital experience for students and staff, come ready with examples of how you've enhanced customer service in previous roles. Discuss any feedback mechanisms you've implemented or how you've handled difficult situations.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills. Think about potential challenges you might face in this role and how you would address them. This will demonstrate your proactive approach and ability to think on your feet.
