Service Desk Manager

7th July 2021
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Salary: £30,000 – £35,000 depending on qualifications and experience

Closing date: 9.00 am Monday 26 July 2021

AlphaPlus is pleased to announce an exciting new opportunity to join our vibrant team based in our Manchester head office, as Service Desk Manager.

The Service Desk Manager will work on project teams to ensure that projects are implemented to time, budget and quality, supporting a range of projects over their lifecycle. The role will be full-time, providing our customers with a consistent point of contact through normal office hours, and will normally be based in our Manchester office. They will work across a range of projects in an educational and vocational setting. This will include supporting large-scale trialling of new materials and the delivery of live assessments in schools.

A key part of this role will be to manage a service desk team providing IT and assessment support to schools across Scotland accessing online assessment materials, as part of the National Standardised Assessments (NSA).  

Responsibilities include:

  • managing a service desk team of between two and eight people to provide IT and assessment support to schools across Scotland accessing online assessment materials, as part of the NSA
  • working in a customer-facing role across multiple projects, recruiting schools to participate in trials of new assessment materials and supporting them throughout the trialling process
  • having experience in a customer service role, preferably using CRM / service desk software
  • working with project teams across the organisation to design, develop and deploy qualifications and assessments across a range of educational and vocational contexts

We are looking for candidates who possess:

  • organisational, project and people management, teamworking, motivation skills
  • integrity, adaptability, persuasiveness, determination
  • a high level of attention to detail and accuracy
  • proven ability to collect and analyse information, solve problems and make decisions
  • ability to work well in a high-pressure environment
  • recognition of the importance of excellent customer service

Essential criteria include:

  • a good standard of numeracy and literacy, at least GCSE or equivalent in maths and English
  • a good set of A levels or equivalent
  • a good honours degree or equivalent
  • reasonable fluency with MS Office applications
  • an aptitude for adapting to new software and digital services.
  • experience managing a team to reach targets and provide a seamless customer/client-facing support service
  • experience in a customer service role, preferably using CRM/service desk software
  • experience of and ability to engage with a wide range of stakeholders, at senior management level

The following would also be useful but are not essential; individuals without these should not be deterred from applying as full support and training will be provided as required:

  • Understanding of/experience in public sector education
  • an understanding of the Gaelic/Scottish education system

The role is full time, Monday to Friday, based in our head office in Castlefield, Manchester.   Under current circumstances the office is closed and we are working from home.  It is envisaged that there will be opportunities for some flexible home working once the office reopens.

The role may sometimes require some national travel, working in company and customer offices with the possibility of international travel.

Benefits include:

  • regular salary increments
  • generous bonus scheme (15% in 2021)
  • NEST workplace pension scheme – tier 1
  • enhanced sick pay cover
  • enhanced maternity/parental leave
  • 25 days paid leave plus the eight statutory bank holidays
  • flexible working arrangements
  • commitment to developing the expertise of our employees.

For an informal discussion about the vacancies please contact Andy Lewis, Field Research Manager, by email, , who will arrange a convenient time to discuss the role with you.

The job description and person specification are located here and the application form here

To apply, please send the completed application form together with a CV and covering statement setting out how you meet the criteria for this role, to  by 9.00 am on Monday 26 July 2021. The CV and covering statement comprise important elements of the selection process. Incomplete applications will be returned to the applicant for completion.

AlphaPlus is committed to providing equal opportunities to all and has an inclusive approach to recruitment, selection and employment. 

Demographic details requested as part of our monitoring process are not used in our selection process. You are invited to download and complete the equal opportunities monitoring form located here and return it encrypted to  or by post, marked Confidential, to Tom Hooley, AlphaPlus, Albert Mill, 10 Hulme Hall Road, Castlefield, Manchester M15 4JY.

By submitting an application to AlphaPlus you indicate that you agree to the terms of our recruitment privacy notice and the AlphaPlus privacy policy published on our website.