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Join the prestigious V&A Museum's Technology Team as Service Desk Manager during an exciting expansion phase
Overview
Salary £46000
Location Cromwell Road, London
Expires Expires at anytime
The Victoria and Albert Museum (V&A), the world-renowned center for art, design, and performance, is seeking a Service Desk Manager to join its growing Technology Department. The museum boasts a vast collection of over 2.8 million objects and is dedicated to being the global leader in its field, aiming to inspire and educate through its resources. Working at the V&A means contributing to a legacy of cultural preservation and innovation, with the added benefits of a supportive work environment and generous perks.
- Lead and manage the day-to-day operations of the V&A's service desk.
- Drive the performance of 1st and 2nd line support teams.
- Ensure service levels are met and incidents are resolved efficiently.
- Use KPIs and stats to monitor team performance.
- Proven experience in managing a service desk team.
- Strong communication and interpersonal skills.
- Expertise in IT problem diagnosis and resolution.
- Experience with major incident management.
The Role This is an incredibly exciting time to be a part of the V&A as we continue to expand to multiple sites throughout East London. Our 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 will be 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 for 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. The Service Desk Manager is responsible for ensuring that service levels are met by efficient resolution of incidents and service requests, tracking teams’ performance with KPI’s and weekly/monthly stats.
We are looking for someone with experience in a similar role managing a Service Desk team or similar or greater size, who has strong communication and interpersonal skills and skilled in IT problem diagnosis and resolution and major incident management.
The V&A 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.
Benefits Generous pension scheme 29 days plus bank holidays Flexible working Tickets to V&A exhibitions Subsidised staff canteen 25% discount in V&A shops Give as you earn scheme Bicycle loan Interest-free season ticket Interest-free rental deposit loan Free safety checks and small repairs to your bike with Doctor Bike Wide range of training and professional development opportunities Employee Assistance Programme Staff diversity networks
