IT Support Manager - Luton - Approx £33,000 p.a.

[Roberto]

Luton Sixth Form College are looking to recruit a IT Support Manager, reporting to the Director of Information and Technical Services, working to manage the College's IT function alongside an IT Infrastructure Manager (me) and Data Manager. This is a full time post and while salary is not yet 100% finalised, it is expected to be around £33k p.a.

 

To apply, please send your CV and a covering letter to [email protected]

 

Responsible to: Director of Information and Technical Services

Responsible for: IT Technicians

Job Purpose: To maintain and support end user IT systems in the College, in line with the College’s core aims and values.

 

Responsibilities

 

1. To Manage the IT Support function, including both online and physical helpdesks. This will entail:

1.1. Ensuring that all users of the helpdesk receive prompt, courteous and effective service.

1.2. Ensuring that all incidents, requests and other tasks are recorded and managed on the Cherwell service desk software and associated systems.

1.3. Monitoring all active tasks and allocating resources as required.

1.4. Setting challenging standards and service targets for the support team.

1.5. Providing statistical and performance data relating to the IT Support function to the Director of Information and Technical Services

 

2. To be responsible for identifying and supporting the business needs of the College and the end users of College systems as they relate to core applications and hardware. This includes

2.1. Acting as Champion for end users, working with them and on their behalf to ensure that the IT services they use are effective, efficient and user-friendly.

2.2. Monitoring and evaluating the performance of IT systems as experienced by end users.

2.3. Devising and implementing systems to support all centralised software applications, including the application of upgrades and patches.

2.4. Ensuring that end users are provided with all the necessary guidance on how IT systems and applications should be used.

2.5. Meeting College managers and end users to discuss their needs and negotiating appropriate solutions.

2.6. Devising solutions and systems which meet users’ requirements, keeping in regular communication with them at all times.

2.7. Engaging in two-way communication with all users to ensure that they are fully informed of developments and are able to use and benefit from College systems, and that their concerns and emerging needs are acted upon.

 

3. To work with the IT Infrastructure Manager and the Data Manager to jointly manage the operations of the Information and Technical Services team. This includes

3.1. Operating a centralised task management system to track and plan all tasks

3.2. Sharing resources, especially staffing, to meet common goals

3.3. The planning and scheduling of project and development work

3.4. Making joint recommendations to the Director of Information and Technical Services relating to technical systems

 

4. To manage end user hardware and software licencing across the College. This includes:

4.1. Maintaining the CMDB data on College IT hardware

4.2. Tracking and maintaining software licences

4.3. Working with the Technical Business Manager to ensure that the requirements for end user hardware are identified and that equipment is procured and deployed to meet these requirements.

4.4. Providing and managing the staffing resources to install new PCs etc, especially in the summer replacement cycle. This will include the recruitment and management of temporary staff if required.

 

Person Specification

Qualifications and experience

ITIL Foundation certificate or equivalent knowledge of good working practices

At least 2 years working in a Windows-based IT support environment

 

Skills

1. Experience of working in an IT support environment

2. Working knowledge of ITIL practices.

3. Expert knowledge of Windows PC systems

4. Experience of using and supporting Microsoft Office 2007 or later, including Outlook.

5. The ability to document and then implement clear procedures.

6. The ability to work as both leader and part of a team.

7. The ability to deliver projects and other work to a deadline, and to remain flexible, thorough and accurate.

Edited July 2, 2015 by Roberto