SERVICE DESK COORDINATOR - PROCESS & IMPROVEMENT
REF 260174
Up to £36,037 p.a.
We offer a competitive benefits package, including up to £5,261 p.a. in employer pension contributions
Runshaw College is one of the most successful colleges in the country, renowned locally and nationally for our outstanding results, friendly and supportive culture and focus on putting the student at the heart of all that we do. We value our staff and students highly, and invest heavily in their development, support and wellbeing. Situated in Leyland, Lancashire, the College is near the M6, M61 and M65 and within commuting distance of Manchester, Liverpool and the Lake District.
Join a world class Service Desk and help shape the future of IT Services at Runshaw! Runshaw College is proud to have an SDI accredited World Class Service Desk. We keep our services simple, auditable and focused on experience. With ITIL 5 now launched, we are already working in a way that aligns with the new Product and Service Lifecycle, strong governance and modern digital practices.
We are looking for a Service Desk Coordinator for Process and Improvement who will help us take the next step. You will help us strengthen our DPSM approach across Product, Service, Experience, Strategy, Transformation and Governance. You will co‑lead a shared group of Analysts and Technicians and help keep our day‑to‑day service calm, consistent and people centred.
Responsibilities
* Lead on improving the way we work: own monthly reporting, drive continual service improvement, keep processes easy to follow and ensure evidence is ready for external audits.
* Maintain SDI aligned standards, guide colleagues through process thinking, support quality reviews and champion knowledge, self‑service and user feedback.
* Take part in frontline Service Desk work: accurate logging and triage, improve first‑touch resolution, support Microsoft 365 environment, keep CMDB and knowledge base accurate and run a stable IT environment through daily operational tasks.
* Turn improvement ideas into action and help spot problems early to prevent incidents.
Qualifications
* Organised, calm and quality driven.
* Strong communication skills, solid grounding in IT service management, and ability to explain technical matters simply.
* Familiarity with ITIL or SDI frameworks ideal.
* Interest in improvement work, quick learner, supportive colleague, reflects the College values of respect, enjoyment, dedication and excellence.
Benefits
* Competitive salary up to £36,037 p.a.
* Employer pension contributions up to £5,261 p.a.
* Opportunity to grow skills across IT, service management and leadership.
* Positive working culture, development, wellbeing focus.
Application
Closing date for this post is 12 noon, Friday 13th February 2026. For further information and to apply, please visit www.runshaw.ac.uk/work-at-runshaw/current-vacancies and click on Vacancies. Alternatively, email or call 01772 642004, quoting the vacancy reference number.
Runshaw College is committed to safeguarding and promoting the health, safety and welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We value diversity and welcome applications from all sections of the community, particularly people with protected characteristics.
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