Individual Role Unique Characteristics

Individual Role – Unique Characteristics

This document is to be used in conjunction with the general role profile.

Purpose

• The purpose of the End User Computing Manageris to provide a comprehensive remote and mobile end user support service, ensuring key user interactions such as incident and request management are managed effectively with minimum disruption to the end user experience.

• Working within the ICT team to deliver the best experience for the end-user.

Key responsibilities

• Responsible for ensuring production of performance management reporting information in relation to service area.
• Contribute to SLA setting within Service Area.
• Ensuring the availability and suitability of a single point of contact for all user service request, incident management, access requests and other related user interactions.
• Leading on Service Request Fulfilment, ensuring such requests are fulfilled in accordance with SLAs and user need
• Leading on Access Request Management, ensuring such requests are fulfilled in accordance with SLAs and user need
• Leading on Incident Management, ensuring incidents are resolved in accordance with SLAs and user need
• Challenge and develop staff to ensure maximum performance and achievement of potential.
• Ensure cross disciplinary working both within and external to the service.
• Recommend and implement ICT Improvements within a management environment.
• Contribute to ICT service planning by establishing business needs and proposing ICT solutions.
• Lead, manage and deliver cross functional improvement Programmes and Projects including the management of a number of projects concurrently
• Control resources to deliverprojects to successful outcomes, ensure knowledge capture and disseminate information, guarantee service delivery targets are met and ensure continuous service improvement (both within and across service areas)
• Propose and develop appropriate ICT policies and review / update these policiesand documentation
• Responsible for managing all HR (recruitment, discipline, performance management etc) and H&S issues within team.
• Organise and co-ordinate the work of groups of specialised employees including service leads and externally contracted staff.
• Ensure the successful creation, management and operation of Expert Groups within team including
• Provide resource plans and co-ordinate resources to deliver agreed projects and programmes of work.
• Review project / programme resourcing levels to ensure a cost effective efficient team.
• Identify potential skill gaps and resolve accordingly.
• Act as key member of the Technical Design Authority and, through this group, ensure the integrity, availability and suitability of our ICT infrastructure at all times
• As needed. determines and recommends which products or services best fit the customers’ needs and assists in the delivery of these products or services
• Provides technical product training and basic user functionality training to users and colleagues as and when required
• Supports the asset and change management processes through thorough record keeping and reporting (and also supports other ITIL disciplines)
• Providing advice on the interpretation and application of I.T. policies (such as coco, ITIL, security policy, better places for work etc.), technical principles and regulations/legislation.
• Assessing compliance with Council policies and regulatory frameworks, and enforcing/assuring their application.
• Compiling accurate reports/accounts of work undertaken, issues and problems identified and their impacts on work programmes and Council initiatives.

Staff Management Responsibilities

• Manages team members,
• Assists colleagues and clients
• Explains complicated technical information and procedures to team members, colleagues and clients

Resources Responsible for

• High responsibility for ICT assets

Job Working Circumstances

Describe what the demand / working condition is (i.e. Do not just put a number).

• Emotional - minimal emotional demand
• Physical - occasional demand for lifting heavy and/or bulky equipment, and/or working in awkward or confined spaces
• Working conditions - no exposure to adverse weather, occasional working with adverse temperature and/or noise, normal levels of adverse people behaviour

UCF - End User Computing Manager

Individual Role – Person Specification

UCF - End User Computing Manager_v1.0_July 2012