Service desk manager

The Technology Department is responsible for all aspects of IT in the museum, including but not limited to, end user computers, networking, applications, IT infrastructure, POS devices, third party integrations, IT security, IT projects, Technology Product Management and IT Support. The Service Desk Manager is responsible for managing daily operations of the service desk, managing the 1st line/2nd line teams, and representing the team to other stakeholders. You will be responsible in leading the Service Desk team to deliver and support the IT estate within public and non-public spaces in the Museum 7 days a week. This role will be responsible for the effective management of incidents, service requests, and problems across the Technology department. It is the responsibility of the Service Desk Manager to ensure that service levels are met by efficient resolution of incidents and service requests, tracking teams’ performance with KPI’s and weekly/monthly stats. It is the responsibility of the Service Desk Manager to work with other members of the Technology team to align Service Desk activities with other key processes and procedures. They work very closely with the Asset and Software License Manager to ensure that asset records are maintained within the asset register and that only Cyber Essentials approved/licensed software is installed. Another key relationship is with the Head of Information Security to ensure that in all our tasks we consistently operate in compliance with our Cyber Essentials accreditation. The Service Desk team also provide technical assistance for the project team when necessary. The Service Desk Manager will work closely with the Technical Change Manager to ensure that the Museum’s changes are impact assessed and planned, then implemented, tested and monitored in line with agreed change plans. The V A is the world’s leading museum of art and design, housing a permanent collection of over 2.8 million objects, books and archives that span over 5,000 years of human creativity. The museum holds many of the UK s national collections and houses some of the greatest resources for the study of architecture, furniture, fashion, textiles, photography, sculpture, painting, jewellery, glass, ceramics, book arts, Asian art and design, theatre and performance. Our mission is to be recognised as the world s leading museum of art, design and performance, and to enrich people s lives by promoting research, knowledge and enjoyment of the designed world to the widest possible audience. We strive to make the V A matter to more people and in that context we work to the following six strategic objectives: To create a world class visitor and learning experience across all V A sites and collections. Focus and deepen the relevance of our collections to the UK creative and knowledge economy. Expand the V A s international reach, reputation and impact. To operate with financial and organisational initiative and efficiency. Showcase the best of digital design and deliver an outstanding digital experience. Diversify and increase private and commercial funding sources.