CALICO HOMES

JOB DESCRIPTION

POST:ICT Operations ManagerGRADE: 8

SERVICE AREA:Finance and Corporate Services

JOB PURPOSE:To ensure the smooth running of the Company’s ICT systems.

To have primary responsibility for the Network, Telephony, Server and Desktop infrastructure.

To be responsible for and manage the day to day operations for the Helpdesk Service/

Ensuring that Calico’s systems comply with legislative and regulatory requirements and best practice standards.

NB This post and the ICT Systems Manager post provide cover for each other in case of absence

RESPONSIBLE TO:Head of ICT

RESPONSIBLE FOR:ICT Helpdesk Officers x 2

KEY DUTIES AND RESPONSIBILITIES

  1. To manage the strategic development of Calico’s infrastructure (voice and data), identifying and responding to emerging trends in infrastructuretechnology, proposing a suitable architecture for Calico to the Head of ICT and project managing the delivery of any approved architecture.
  1. To manage the strategic development of the Calico’s desktop hardware and back officeapplications, identifying and responding to emerging trends in desktoptechnology, proposing a suitable strategic direction to the Head of ICT and project managing the delivery of any approved desktop strategy.
  1. To be responsible for and manage the day to day operations for the company’sback office systems, including the virtual server environment and associated software, ensuring their effective operation, availability and support.
  1. To be responsible for and manage the day to day operations for the Helpdesk Service, delivering 2nd/3rd line ICT Support to staff at all levels, working to agreed SLA’s and KPI’s.
  1. To be responsible for and manage the day to day operations for the telephony, including the servers and associated software, ensuring their effective operation, availability and support.
  1. To be responsible for the management and testing of the disaster recovery site to ensure the data and infrastructure is available in the event of a disaster.
  1. To monitor and manage the utilisation of the infrastructure to ensure KPI’s and performance targets are met and high availability is maintained.
  1. To be responsible for the company’s backup and restore functions, ensuring all data is retrievable whenever required.
  1. To be responsible for the management and implementation of ICT controls and infrastructure security, and to provide reports to the Head of ICT where required.
  1. To identify ICT training and development requirements to proactively ensure Calico’s investment in ICT Systems and staff is maximised.
  1. To act as a point of escalation for the ICT Helpdesk Officers to ensure that SLA’s are met or exceeded for response and resolution targets.
  1. To manage the day to day relationship with the business and current suppliers, ensuring the company receives value for money and SLAs are met where relevant.
  1. To ensure that all ICT equipment purchased is fit for purpose, provides value for money and has relevant support agreements where necessary.
  1. To manage, motivate and train staff to optimise their skills and performance and to provide leadership, direction and support ensuring that the highest professional standards are observed.

GENERAL

  1. To keep up to date with current technologies, and where relevant make recommendations to the Head of ICT for the improvement of current systems.
  1. To undertake projects as directed by the Head of ICT.
  1. To provide the highest level of customer service to all users.
  1. To carry out the post holder’s responsibilities in relation to the Company’s Health and Safety policy and ensure it is implemented at all times.
  1. To undertake duties as required as a member of the Silver Team, as detailed in the Company’s Business Continuity Plan.
  1. To be proactively involved in the work of a Corporate Group, in order to make an effective contribution to the successful achievement of the group’s aims and objectives.
  1. To undertake other duties and responsibilities as directed from time to time commensurate to the grading of the post.
  1. To be available on a rota basis to work outside of normal office hours, including the possibility of weekend working.
  1. To work with the Operational Management team as required, making effective contributions to the corporate activities of Calico.
  1. To provide appropriate reporting systems and prepare and present reports to the Head of ICT as required.
  1. To ensure the Company’s Equality and Diversity Strategy is fully implemented at all times.
  1. To assist the Head of ICT in purchasing and budgetary control where required.
  1. To deputise for the Head of ICT where required.

Footnote

This Job Description summarises the major responsibilities of the post. It is not intended to exclude other activities, nor future changes from the postholder’s responsibilities.

CALICO HOMES

PERSON SPECIFICATION

POST:ICT Operations Manager

Selection Criteria
/ Essential/
Desirable
E/D / Means of Assessment:
QUALIFICATIONS AND EXPERIENCE:
1. / Relevant degree or professional qualification in an ICT related subject. / E / A/C
2. / Evidence of recent Continual Development with the area of Information Technology / E / A/I
3. / Proven and substantial experience of working within the ICT Sector and in particular supporting Networks and Back-Office Systems in a virtualised environment. / E / A/I/W
4. / Experience of managing the day to day operations of a company’s network and telephony infrastructure. / E / A/I
5. / Experience of delivering 2nd/3rd line IT Support to staff at all levels, providing a range of solutions appropriate to the situation. Experience of working in a structured helpdesk environment. / E / A/I/W
SKILLS AND KNOWLEDGE:
1. / A detailed knowledge of Networks, Serverand Desktop applications including the following:
  • Microsoft Windows Server (2003/2008)
  • Microsoft Back-Office (SQL, IIS, Exchange)
  • Networking Technologies (TCP/IP VoIP etc)
  • Virtualisation Technologies (VMWare, HyperV)
  • Storage Management (SAN, NAS)
/ E / A/I/W
2. / A detailed knowledge of Windows Server Operating Systems, including Windows Server 2008, Microsoft Active Directory and Exchange Server Infrastructure. / E / A/I/W
3. / The ability to support and administer a corporate telephony system. / E / A/I
4. / A working knowledge of a VoIP telephony system. / D / A/I
5. / Ability to demonstrate Project Management skills in developing and introducing IT systems. / E / A/I
6. / To deliver IT training to users of all abilities. / E / A/I
7. / Proven experience and the ability to lead motivate and manage staff. / E / A/I
8. / Demonstrate a commitment to Customer Care. / E / A/I
OTHER REQUIREMENTS:
Full Driving Licence and use of a vehicle for business / E / A/C
Able to be flexible in approach to hours worked. / E / I
Ability to organise and prioritise work. / E / A/I
Ability to work as an effective part of a team. / E / A/I
Demonstrate a commitment to equality and diversity. / E / I
Ability to communicate effectively at all levels. / E / A/I
Awareness of the social aims and values of the organisation. / E / I
BEHAVIOURS:
The following behaviours describe how we expect staff to go about their work in a day to day basis. These behaviours help to create a workplace where everyone who works with Calico has the opportunity to learn and grow their talents in an environment where they feel valued and supported and where their efforts are rewarded and recognised. These behaviours will be assessed during the interview stage.
Passionate about customers
Customer focus is at the heart of what we do at Calico. This can be whether you deal with customers who live in our neighbourhoods or internal customers from other teams or partner organisations.
Rising to the challenge
Calico is an ambitious organisation that is determined to keep improving. This means that every member of staff should be supported to work at a pace and level that enables us to bring about the positive changes we want to achieve.
Committed to Calico
We all need to get the best out of our time at work and also put the best of ourselves into the work we do. To make sure we continue to achieve as an organisation we need dedicated staff to keep us moving forward.
Maximising Potential
There are always opportunities for us to work smarter, not harder, and that’s exactly what we need to do to make sure everybody achieves their potential. This means showing a willingness to try new things and put things right where necessary.
Inspiring leadership
We need confident managers who communicate honestly and appropriately, who lead by example and deliver on promises. They need to motivate, support, challenge and reward their teams to achieve high performance and coach their staff to unlock and develop their full potential / E
E
E
E
E / I
I
I
I
I

Method of Assessment

A Application form

IInterview

P Presentation

W Written Exercise

SSkills test

CProduction of Certificates

Updated July 2014