School Network Manager - Blackpool - Up to £30k

[SOwens]

An opportunity has arisen for a Network Manager in Blackpool to join our company, Dataspire Solutions Ltd, to provide dedicated onsite support as part of a fully managed support operation that we provide to a multi site trust. You will be primarily based at the high school site in Blackpool but will also support 7 other primaries that cover the Blackburn/Darwen area.

 

Please send your CV to; [email protected] to express your interest.

 

The job description is as follows;

 

JOB TITLE: Network Manager (Multiple School Sites)

 

RESPONSIBLE TO: Regional Technical Services Manager

 

MAIN PURPOSE OF THE ROLE:

 

• Be the key single point of contact to the customer for Dataspire ICT Managed Services delivered within the specified customer sites.
  
• Line manage School On-Site ICT Technician(s) as applicable, providing time and workload management guidance, including task prioritisation.
  
• Triage all school-generated Service Desk Tickets;
  
• Manage Ticket assignment to the on-site resource(s) where applicable, escalate to the Dataspire Service Desk or self-manage as considered appropriate.
  
• Manage Issue escalation as required.
  
• Focus on ticket priority based upon the effect of the incident upon Teaching & Learning.
  
• Manage VIP ticket escalation.
  
• Work seamlessly with the Dataspire Service Desk to ensure ongoing effective delivery of all elements of the ICT Managed Support Service.
  
• Provide all school-based users with on-site technical assistance, either directly or through the on-site team(s) of IT Technicians.
  
• Manage all Dataspire ICT Managed Service delivery processes and perform routine on-site service delivery and system maintenance tasks.
  
• Manage on site change processes alongside the Dataspire Project Teams and the Dataspire Service Desk.
  
• Be responsible for all technical tasks allocated to the onsite call queue(s) allocated through the Service Desk.
  
• Ensure on-site technical investigation of all issues and escalate problems as and when appropriate to ensure that all incidents are resolved within the specified SLA time scales.
  
• Drive Continual Service Improvement by pro-actively seeking out issues, investigating them and providing suitable resolutions.
  
• Engage effectively with any ICT customer employed third parties.
  
• Become a collaborative and effective member of your Regional Team.
  
• Support and drive the “One Team – Stronger Together” ethos and develop the relationships between OSEs, Dataspire’s Service Desk and the Schools.
  

 

 

JOB DESCRIPTION

 

Main Duties

 

1) Service Desk and Technical Assistance;

 

· Use the Service Desk software to report, log and correspond to all incidents and Service Requests

 

· Communicate with school-based staff to inform them of actions and progress of reported incidents and problems

 

· Assist school-based staff and students with technical issues*

 

· Assist with completion of change work as directed by the Service Desk

 

· Upon request provide out-of-hours technical support to Managed Service customers, either yourself or through an allocated member of your school teams **

 

· Provide high levels of customer service enhancing Dataspire’s reputation

 

2) Managed Service Operation;

 

· Ensure daily, weekly and termly routine tasks are correctly assigned, implemented and monitored alongside Regional Technical Service and Service Relationship Management teams (this includes daily remote ‘green-light’ system events)

 

· Ensure that start-of-year and end-of-year procedures are correctly assigned, implemented and monitored for each site

 

· Line-manage the Onsite ICT Technician(s) in line with Dataspire policies – including input into recruitment, performance management and disciplinary matters if required.

 

· Manage Change Request and the Change Management processes with the customers. Manage Change Management process with the Service Operations Team and Sales Team

 

· Liaise with third-party suppliers/partners on behalf of the client/company and manage escalation where required

 

· Triage and manage Major Incidents (MI) in line with Dataspire policy

 

· Maintain and manage school asset recording systems

 

· Maintain and manage school swap stock systems

 

· Maintain and manage site CSA reports

 

· Complete documentation to standard and at the request of the MST

 

· Input into Continual Service Improvement initiatives and ITIL process development

 

· Input into ICT strategic planning alongside the Service Relationship Manager

 

· Attend ICT steerage meetings and advise on school ICT usage/training requirements

 

· Work with school leaders to develop and deliver ICT drop in training/sessions as and when appropriate

 

3) Technical Service Management Tasks;

 

· Manage, maintain and deploy images to workstations or laptops

 

· Maintain printer management systems*** and monitor networked printer queues

 

· Create/restore workstation/laptop images

 

· Complete Active Directory administration (new users, password resets etc.)

 

· Maintain Hyper-v environment

 

· Monitor and configure Veeam backups

 

· Monitor and maintain SCCM (MS updates, AV and image deployment)

 

· Monitor and maintain Webfilter applications

 

· Monitor and maintain network switch environment

 

· Monitor and maintain Office 365/Google environments

 

· Maintain all on-site documentation

 

4) Project Support;

 

· Occasionally assist on IT projects at the request of the TSM or Project Management team.

 

5) Onsite call queue;

 

· Allocate onsite assigned calls to the onsite team.

 

· Check that the onsite calls are approached and completed in line with assigned SLA’s

 

· Ensure the onsite calls are escalated when required to the correct Service Desk Tier/Level

 

· Communicate at all levels to ensure that all interested parties are updated regarding on-site call progression.

 

6) Event Support;

 

· Communicate to the TSM / Service Desk Manager any school events which may impact the services supported by Dataspire.

 

· Keep all event groups updated regarding changes or relevant information about the event.

 

· Document relevant support information when required for distribution to the Dataspire support team and customer.

 

7) Other Tasks;

 

· Keep working rooms clean, tidy, safe and equipment organised

 

· Complete all other duties as directed by your line manager

 

* Student support issues should be reported via members of school-based staff or by agreed “drop-in’ sessions only. Students are not allowed to email the Service Desk or individual onsite managed-service staff.

 

** With advance notice and within the company’s HR policy

 

*** Where this is supported under the site Managed Service Contract (on an individual basis

 

Job Types: Full-time, Permanent

 

Salary: £25,000.00-£30,000.00 per year

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