User Support Lead

Job content

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

Salary: £30,942.00 - £32,817.00 per annum
Closing Date: 27 July 2021

Over the last 18 months, we have reimagined the way we deliver our University IT Services, forming a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.

The University is an exciting and dynamic place to work, dedicated to learning and research. You will be based on campus in the centre of Newcastle and have access to fantastic resources on-site and the opportunity to attend relevant conferences and training courses. Benefits include excellent pension; 30 days holiday, 8 bank holidays plus an additional 4 discretionary closure days over the Christmas and New Year; discounted travel for the Metro and local bus services; and discounts for national retailers. This is a new and exciting opportunity to help shape the delivery of the University’s IT services. As a User Support Lead within the recently created Business Support and Innovation Team, you will help to ensure that all IT users have the knowledge and skills necessary to make the best use of IT in support of the University’s wider digital aspirations.

The Role

You will have the opportunity to help shape this new team within the wider Service Delivery directorate and ensure our customers receive a first-class support service. You will be of graduate calibre and have experience of IT project delivery and user support in a similarly challenging role.

You will have a proven track record of success in a complex stakeholder environment and demonstrable experience of effective relationship management. Influencing and organisation skills are essential, and you must be able to work under pressure, prioritise and plan tasks, and be proactive and flexible. Team working and collaboration along with a strong focus on customer service are essential to this role.

Informal enquiries can be made to Marc Bennett, User Support and Business Readiness Manager at marc.bennett@newcastle.ac.uk or Clair Elliott, Director of Service Delivery at clair.elliott@newcastle.ac.uk .

Key Accountabilities

Understand the Service Users’ needs and following policies, standards, and guidelines for Business Support and Innovation to meet the Service Users’ requirements including, but not limited to: Understanding and managing business readiness support requirements for the successful implementation of new or changed systems and/or processes, Providing appropriate training and development initiatives to enhance digital capability and improve service efficiency across the university
Working with internal and external staff (contractors or consultants) in relation to any project undertaken within the team (or occasionally elsewhere within NUIT or the wider University).
Supporting, where necessary, the development of the operational budget and any project proposals (including business cases) for new services and business initiatives, ensuring that the University derives best value-for-money.
Researching and understanding emergent technologies and trends within the service area, including, for example, attending conferences, communicating with external stakeholders (e.g., suppliers, individuals and other similar institutions) and ensuring the University benefits from the results of this research.
Developing and maintaining effective relationships with key stakeholders in oder to: Understand current and future service and/or product development requirements, Capture and translate Service User’s needs into clear deliverables, including providing guidance on innovative and value for money options, Manage the service/product life cycle including arrangements for retirement and/or re-provision, Address Service Users’ concerns and issues quickly and effectively, including escalating where necessary efficiency across the university.
Meeting or exceeding the expectations of service users through the provision of quality, customer focussed services supported by appropriate levels of communication and associated documentation.
Taking membership of various ad hoc committees or working groups, as required, both within NUIT, the University and externally within the region and nationally
Supporting, where necessary, the development of policies and procedures to ensure that the systems and services delivered by NUIT provide value for money and support the University’s objectives.
Applying and maintaining specific information security controls as required by organisational policy and local risk assessments and ensuring compliance with University policies, regulations, legislative requirements and quality assurance standards.
Any other reasonable duties that fall within the scope of the post, as allocated by the line manager

The Person (Essential)

Knowledge, Skills and Experience
Experience of developing and publishing training and user support material
Experience of training delivery and/or hands-on user support
Experience of Project delivery
Expert level knowledge of one or more corporate training systems and/or software
Relevant work experience gained in a complex organisation, including interdepartmental working and customer facing responsibilities
Experience in work planning and coordination in line with service user requirements
Understanding of budget and financial management requirements
Interest in current and emerging technologies and how other enterprises are employing them
Effective working relationships and a focus on enhancing capabilities that support business objectives
Knowledge of appropriate regulatory and statutory compliance, including GDPR, and information security
Good communication skills, including the ability to explain technical concepts and technologies to business leaders
Interest in Continuing Professional Development

Attributes and Behaviour
Motivates and guides team members by fostering commitment, team spirit and trust
Directs and coaches team members to embed an environment of collaboration and a strong customer service culture
Supports improved organisational performance though the application of best practice to processes, products and services
Has a keen interest in understanding opportunities for significant technology enhancements

Qualifications
A relevant technical qualification
A bachelor’s degree or equivalent relevant experience

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent. We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.

Requisition ID: 9541