Reach Out Tech Bar Front of House Team Leader

Job Purpose

As a Reach Out Tech Bar Front of House Team Leader  you will be responsible for the implementation of the Reach Out Tech Bar, ensuring the university community has in-person access to a wide range of IT services and support. You will ensure day-to-day management and delivery of a first-class customer service to all users of the Reach Out IT helpdesk, in person and digitally, as part of the wider Reach Out team.

Furthermore, you will be responsible for the effective delivery of frontline IT helpdesk services and online support, using detailed knowledge and experience to supervise and support the team to deliver service aims.

Main Duties and Responsibilities

1. In collaboration with the IT Helpdesk manager and other key IT partners, plan, design and implement a one stop shop for IT enquiries, with direct face-to-face support and escalation to subject experts from across IT, increasing opportunities for IT services to engage directly with service users, and with a focus on reducing resolution times for IT enquiries.

2. With the IT Helpdesk Manager, design an engagement plan for RO IT and IT services, ensuring relationships are built and developed with key partners to enable and deliver an improved user experience when accessing IT support.

3. Responsible for gathering engagement data and user feedback on Reach Out Tech Bar, identifying quick wins for implementation and highlighting issues or trends which could inform future planning and development. Gather metrics for reporting to the Student Experience Committee and other senior university groups.

4.Provide clear and supportive management to the Reach Out IT helpdesk team to ensure a customer-focused, proactive service to all users of Reach Out Services across 7 days in the main University Library and other cluster buildings and virtually via UofG Helpdesk, phone and chat.

5. Be visible, maintaining a high profile with Reach Out colleagues and key partners in the university, personally taking action to resolve issues and deliver an excellent customer experience at the earliest possible point, in person and digitally.

6. Recruit, manage, train and develop Reach Out staff across all Reach Out locations, ensuring they have the right skills and training to deliver an excellent customer experience across 7 days. Manage performance through the University’s Performance and Development review process. Allocate and prioritise team workload, deploying available resources to achieve optimum efficiency in the short and medium term.

7.Proactively manage the Reach Out IT helpdesk team, ensuring staff are supported and have the right training, skills and knowledge to ensure a consistent experience for users across 7 days.

8. Manage and develop the information in UofG Helpdesk to support users of the IT helpdesk, providing up-to-date, dynamic information which reflects changing user needs, enabling self-service and ensuring a simple, positive customer experience.

9. Resolve or escalate as appropriate a broad range of IT related queries received in person, via telephone or digitally. Build positive relationships with key partners to ensure effective two-way communication and effective triage of queries. Responsible for keeping IT Helpdesk Manager informed of IT incidents and urgent concerns affecting services.

10. Be a champion for the Reach Out ethos, branding and identity, working closely with other Reach Out Team Leaders to ensure all Reach Out staff understand the aims of the service and have access to training and support to help them deliver an excellent customer experience.  Work closely with key partners, eg Other IT teams, to ensure services are joined up. Use Microsoft Teams to communicate across teams/buildings and actively engage with staff.

11. Work with Student Communications and Events Managers to support and host pop-ups and other student activity, and to promote Reach Out IT services and developments via social media, print and other digital channels throughout the year.

12. Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support Team

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1. Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in similar related role(s)

Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.

A2. Knowledge of PC hardware, Microsoft Windows, Office and other main applications used in the University, in a networked environment.

A3. Awareness and general knowledge of the University's IT environments.

A4. Knowledge of how and where to find IT and related information required by users

Skills

Essential:

C1. Proven customer service skills

C2. Management skills along with the ability to work with others and manage and develop the performance of team members.

C3. Proven IT skills to use Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase.

C4. Ability to identify service priorities in short and medium term in an extremely busy environment and allocate staff resource appropriately.

C5. Proven ability to resolve complex enquiries and share knowledge with team members to develop their knowledge and skills.

C6. Proven initiative and judgement to deal with challenging situations and achieve good outcomes

C7. Proven commitment to continuous professional development to enhance own skills and knowledge.

C8. Proven ability to interpret operational requirements, including conceptualising and scoping future opportunities.

C9. Ability and passion to train colleagues to meet service expectations

C10. Effective written and communication skills

Desirable:

D1. Writing for the web / social media

Experience

Essential:

E1. Experience of supervising and developing a team

E2. Experience of motivating staff and managing performance.

E3. Customer service experience

E4. Proven experience of resolving customer issues to a satisfactory outcome

E5. Experience of contributing to service planning and development

E6. Experience of understanding operational and service requirements and delivering change.

Desirable:

F1. Experience of managing budgets, eg using Agresso

F2. Experience of using a call management or CRM system

F3. Experience of using MS Teams for in-team communication and planning

F4. Experience of recruitment and selection

F5. Experience of using social media for service promotion and customer feedback

F6. Experience of conducting performance development reviews

Terms and Conditions

Salary will be Grade 6, £32,332 - £36,024 per annum.

This post is full time (35 hours per week) and fixed term until the funding end date of 31/07/2025

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.