Internal Only - Service Management Advisor (Service Desk Supervisor) na Cardiff University

This post is currently open to employees of Cardiff University only.  Please do not apply if you do not have a current contract of employment with the University.

Internal Applicants Only - Service Management Advisor – Service Desk Supervisor

Within University IT, the Service & Operations Group is responsible for the day to day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT Service Desk, Incident and Problem Management, Change, Configuration and Release Management, Service Delivery and Data Centre Operations.

As part of a service management team, you will provide supervision and delivery of a highly professional, friendly and customer focused face, as a first point of contact to the services offered by University IT at its service access points for staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University. You will also act as a first point of contact for customer telephony calls and personal visits; receive and respond to support requests and provide investigation and first-time fix wherever possible for all calls in line with Operational Level Agreements, performance targets and within defined limits of responsibility.

You will have responsibility for supervising the operational running of the IT Service Desk, including the line management of Service Desk advisors.  You will act as a point of escalation for the Service Desk, represent the Service Desk at operational meetings and ensure that the impact of changes and transitions on the Service Desk are properly assessed. You will ensure that the Service Desk rota is maintained and aligned to customer demands, and produce Service Desk KPIs and operational reporting.

This post is full-time and open-ended.

Salary: £33,951 - £36,636 per annum (Grade 5)

Closing date: Friday, 26 September 2025

External applications are currently not being considered for this post.  If the decision is made to open the post to external candidates, the strapline at the top will be removed and you will be given ample time to apply – please check back periodically for details.

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds.  We therefore welcome applicants from all sections of the community regardless of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age.  In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.

The post holder will:

• Supervise the delivery of services to customers and end users through one or more of the University IT service access points, including customer service, technical, financial and quality aspects.  You will be a recognised point of reference within the University for IT services.
• Supervise the operational running of the Service Desk, acting as point of escalation for the Advisors, deputising for the Service Desk Manager, representing the Service Desk at operational meetings and impact assessing changes and transitions affecting the Service Desk.
• Carry out or supervise the completion of a range of documented routine tasks, ensuring appropriate records are maintained.
• Delegate and plan workload according to priority and individual abilities, agreeing clear objectives, and monitoring team activity to achieve agreed levels of service.
• Contribute to continual service improvement, identifying opportunities for improvement by understanding customers current and future needs, and proposals for consideration.
• Undertake monitoring and provide regularly and timely management information, for use in service performance management and service improvement, recognising and interpreting trends.  Convey service information, producing and delivering presentations, reports and other documentation to inform a range of technical and non-technical audiences.
• Lead the diagnosis and options for resolution of hardware and software incidents of medium complexity.  Respond to escalations in a timely fashion, managing investigation of service affecting incidents and problems of medium complexity, liaising with and updating customers throughout the investigation.
• Understand and explore customer needs, adapting the service provision accordingly.
• Manage channels of communication with customers and end users, ensuring that messages are appropriate for their intended audience, delivered at an appropriate time, and contain clear unambiguous content.
• Provide input to internal policy and business planning at operational levels through participation in relevant University groups and other forum.
• Create and maintain support documentation, ensuring processes and procedures for supported services are available and in an appropriate format for those providing support.
• Work effectively within a team, providing mentoring and motivation for team members, and building relationships with members of University IT and others to ensure high quality services are provided at the required point of contact according to business needs.
• Participate in any projects to grade and/or skill set.
• Identify skills and training required personally and by those you supervise for delivery of services to meet agreed levels of service, providing guidance and training as appropriate.
• Maintain awareness of developments in IT so that you can understand the risks and implications for service delivery.
• Carry out some duties associated with a more senior role for developmental purposes or for a more junior role for operational reasons.
• Perform other duties occasionally which are not included above, but which will be consistent with the role.

Where the role requires staff management and leadership the following responsibilities will also apply:

• Be ultimately responsible for development and pastoral care and welfare of the staff under the line-management of the role holder including objective setting, appraisal, performance review and training. Be the escalation point for welfare issues, initiating appropriate action and involving relevant people where necessary, dealing with such matters by following standard University welfare procedures.
• Ensure that staff for whom the role holder is responsible operate appropriate risk assessments and operating procedures and are compliant with all University procedures and policies. 

36,636

Grade 5

33,951

Information Technology

Standard Expectations

As an employee of Cardiff University the post holder will:

• Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
• Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University’s Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer

Managerial, Professional and Specialist Staff – MPSS