JOB DESCRIPTION Manager - IT Support
Responsible to:Head of IT User Services
Responsible for:
Senior IT Support Technicians, IT Support Technicians, (Senior IT Support Engineers, IT Support Engineers, IT Advisors)
Main Purpose of the Job:
To be accountable to the Head for delivery of agreed technical support services for the University IT Services department
To be responsible for the delivery of IT Support services (including Desktop, Classroom, Media and Development service activity) and to provide customer-focused services to staff and students across a range of delivery modes (face-to-face, online, phone, remote and email) .
To be responsible for communicating and resolving service issues for users, acting as liaison between stakeholders and the IT Services Department, raising the quality of the user experience and continually reviewing and developing services within the Service Lifecycle, in conjunction with colleagues within IT Services.
Principal Duties and Responsibilities:
To manage the delivery of IT support to staff and students, ensuring that services are delivered to the published times, within agreed standard, in the appropriate locations and in an efficient and effective way;
To provide supervision of direct reports, planning, prioritising and organising their work;
To assist users in the use of their IT systems, (hardware and software) representing the interests of the customer and their IT support requirements when developing deploying or innovating systems;
To provide and monitor the quality of service provided to customers including the setting of agreed IT standards or service level agreements and recommend any appropriate changes;
To lead multiple projects for the procurement, development, testing, implementation and integration of systems supporting services delivered by your teams, utilising the University’s project management framework;
To provide a liaison role between the IT Services Department and the stakeholders from your campus location, across all departmental service areas managing multiple relationships;
To lead in the preparation, updating and monitoring of service documentation, including the development of standards, policies and procedures, analysing and disseminating information in an appropriate format;
To initiate and maintain liaison with groups within the IT Services department, University faculties/departments, and occasionally with external agencies, providing advice and guidance on the efficient use of IT Systems and services;
To provide an operational plan for the team and to contribute in the strategic planning of the department;
To manage team(s) of individuals and ensure their personal and collective well-being is addressed;
To be responsible for working in a manner that does not endanger the health and safety of yourself or others and to ensure that direct reports operate in a similar manner;
To undertake training and development in support of the role and to provide training and mentoring for others;
When required, to perform work outside normal hours, at reasonable notice, in order to maintain service delivery to our customers;
To perform other relevant duties as may be required from time to time by the Head of IT Services.
PERSON SPECIFICATION
SKILLS AND ABILITIESEssential / Desirable
1. Excellent communication and interpersonal skills.
2. Excellent organisational skills.
3. Able to prioritise and plan workloads for self and others within team(s).
4. Proven analytical skills.
5. Ability to work on own initiative, combined with a desire to work as part of a team.
6. Good negotiating skills
KNOWLEDGE
Essential / Desirable
7. Knowledge of how to deliver effective and efficient IT Support Services
8. Knowledge of IT Service Delivery standards, current legislation and best practice.
9. Understanding of current IT trends and the impact of their application within desktop and classroom support.
10. Awareness of Project Management techniques and how to deliver multiple projects.
11. Knowledge of multiple IT platforms, hardware and software products supporting the desktop user. / 22. Knowledge of PRINCE 2 or similar project management frameworks. .
23. Knowledgeable in current higher education issues, organisation and operation
EXPERIENCE
Essential / Desirable
12. Experience of managing team(s) within a technical support department.
13. Experience of taking a lead role in delivering projects.
14. Experience of managing relationships at all levels internal and external to the organisation.
15. Experience of producing reports across areas of responsibility.
16. Experience of developing and delivering IT solutions (hardware and software) across a range of platforms/products.
17. Experience of working on projects managed via a specified framework.
18.Experience of developing and communicating changes in services or products to the end-user / 24. Experience of evaluating IT hardware and software developments
25. Experience in supporting the development and integration of new technologies.
TRAINING
Essential / Desirable
19. Qualified to degree level in an IT/ Computing or related subject. / 26. Microsoft Project training (or equivalent)
27. Post graduate qualification in an IT/ Management related subject.
28. ITIL practitioner
OTHER REQUIREMENTS
Essential / Desirable
20. Must be flexible in approach to working hours and evidence commitment to work requirements.
21. Must have a business-like and professional appearance. / 29. Welsh speaker