IT ServiceDesk Manager
Reports to: Head of IT Services
Primary Location: National Star, Ullenwood, Cheltenham, Glos, GL53 9QU
Line Management: IT Services Engineers and IT Services Telephony Technician
Context of role
At National Star, we’re driven by our vision for a world in which people with disabilities are able to realise their potential as equal and active citizens in control of their lives. This sits at the heart of everything we do, from the personalised and world-class learning we provide via National Star College to training, specialist services and our work in the wider community. All of this is underpinned by both our passion to enrich people’s lives and by our moral and statutory responsibilities.
In the last 5 years, National Star has grown from a £15m annual gross income charity to over £20m. It has diversified from its historical core activity of running the National Star College and has expanded with a wider range of services, programmes and activities for people with disabilities. Employing nearly 800 staff, National Star is continuing to develop new initiatives at the forefront of education, care and training for people with disabilities, both within Gloucestershire and in other parts of the country.
IT Services underpin the operation of National Star, ensuing we can operate efficiently and safely. Our customers include; staff, learners, residents, and visitors. Our network is spread over dispersed geographic locations interconnected by various types of connections, including; broadband, leased lines, SHDCs. Key services we deliver include; wireless, door access, internet access, telephony, CCTV, LOB applications, TV management, IPTV, file access, and intranet services. As one of our operations is proving 24/7 365-day residential care it is key our services are available, we utilise highly available system design to achieve this alongside a proactive approach.
Due to agrowing estate and increasing range of ITservices, together with an increasing reliance on IT Services we are expanding our IT Services department. This is to ensure we can deliver the best level of service to our customers currently and in the future as IT Services continue to expand.
Job Purpose
To support the maintenance and development of the organisation’s IT &Telephony Services.
Manage & provide anexcellent and efficient customer focused IT Service Desk where customer satisfaction is paramount. Ensuing SLA & KPIs are met, along with ensuring processes and procedures are in place and adhered to.
Support and develop the IT Service Desk team, providing the primary point of escalation for 3rd line support and troubleshooting
To provide third line Technical Support for customers at National Star across all its sites and for its remote workers
Principal tasks
As part of the senior IT Services team deliver an IT Vision, Strategy and Operational plan for IT Services, including participating in budget planning, policy creation/revisions, system design, SLAs and KPIs
Establish and maintain IT Systems ensuring best practise and suitable security is implemented across system design and changesto meet the organisation’s requirements
Line management of the IT Service Desk team,including; Support and Development meetings, Performance Reviews and training.
Manage an effective and efficient service desk,including; ensuringexcellent customer experience, effective prioritisation, the IT Service Desk teamare tasked correctly and SLAs & KPIs are achieved.
Manage the Service Desk engineers’ rota,ensuring service desk hours are maintained.
Prioritise your own and IT Service Desk teams’workload to meet deadlines, recognising the priority of the individual’s issue in the wider context of IT Service delivery and ensure effective customer communication.
Ensure the Service Desk is utilising the most appropriate electronic Service Desk software and required Service Desk policies and procedures are in place and adhered to.
Administerthe managed print contract and print management systems to maximise user productivity and financial efficiency.Make recommendations of service changes to the Head of IT Services
Provide in-person training, create guides and videos for customers and other team members.
Maintain and organise documentation and inventories to the highest standards, including production of; system configuration, knowledge base articles, procedures and diagrams.
Manage the daily operation of the door access system, including; creation of users and access rights
Manage the daily operation of the Mobile Device Management System, ensuring devices are updated with the latest configuration
Proactively monitor and react IT Services outages and problems. Provide 3rd line support for IT services. Provide 1st and 2nd line support when IT Service Desk team are unavailable. Services & Systems include;
- BYOD devices, including; phones, tablets, laptops, Augmentative and Alternative Communication devices (AAC), games consoles, TVs, NAS devices, Blu-ray Players
- EPOS(Tills), PDQs
- Network infrastructure, including; wired, wireless, ADSL, VPNs, mobile (e.g. 3/4G)
- Telephony, including; analogy, digital, SIP, VOIP and mobile
- AV Equipment, including; Projectors, Display Screens, PAs,Interactive Whiteboards
- Media services, including; Digital Signage, Hotel TV system and IPTV, live and on demand streaming
- Estates services including; Door Access Control, CCTV, Building Management System
- Computer hardware & peripherals including; desktops, laptops,print devices, Apple Macs, tablets
- Windows & Linux Severs
- Hardware diagnostics, repairs and upgrades
- Software installations, upgrades, patching, deployments, packaging
- Software troubleshooting & administration including LOB applications like; SharePoint, FileMaker, DataBridge
- Remote access, including; direct access, remote desktop, VPNs, web portals
- Print Devices, including; Printers, MDFs
Undertake network infrastructure changes including reconfiguring switches, wireless equipment and installation of new equipment
Administer centralised management of workstations including OS and application deployment.
Monitor, configure and troubleshoot the network infrastructure, including remote access, remote site to site links, load balancers, firewalls, and new network devices.
Monitor, maintain and troubleshoot the virtualisation environment, Storage Area Network and physical servers/appliances.
Monitor, maintain and troubleshoot complex applications and configurations including clustered/highly available applications and services, including Exchange, SharePoint and SQL.
Administer the Active Directory environment including creation and changes to users & groups
Maintain the organisation’s backup strategy and ensure backups are undertaken at the agreed interval.
Ensure compliance with all IT-related legislation, industry standards and best practice including matters related to data protection, data storage, data transmission and software licences
To maintain personal and professional development, to meet the changing demands of the role, through networking and participating in appropriate training and development activities.
To positively promote the IT Services Team,acting as a role model through promoting the activities, values and culture of the organisation.
Through personal example and action demonstrate commitment to equality and diversity ensuring equality of access and treatment in service delivery.
To promote and adhere to National Star policies, procedures, values and safeguarding.
To undertake such other duties as may be required by the Head of IT Services and/or their manager
SAFEGUARDING
The organisation takes seriously its responsibility for safeguarding and is committed to safeguarding and promoting the welfare of young adults and children. Therefore, we require that all staff share this and act accordingly by applying organisational policy and procedure and attending annual safeguarding training.
Person Specification
Requirements / Essential (E)Desirable (D)
Education:
- Formal Education to Level 3 or above
- Minimum of Level 2 Qualifications in English and Maths
- Microsoft Certified IT Professional - Server Administrator, or equivalent knowledge
- Relevant Technical Degree or equivalent.
- VMWare certified or equivalent knowledge
- CCNA certified or equivalent
Knowledge & Experience:
- Installation and configuration of networks for internal and external connectivity including VLANs, Router and Switch configuration, access control lists, firewalls, web filtering, VPN, direct access and proxy servers.
- Configuration of SHDC/ADSL/Broadband or other connections.
- Configuration of spanning tree, VRRP and other network resilience solutions.
- Advanced Knowledge of TCP/IP including DNS DHCP.
- Advanced knowledge of wireless & physical networking infrastructure including security,authentication, maintenance and troubleshooting.
- Highly developed skills and substantial experience of Installation and supporting currentWindows Server environments including managing core services, i.e. DHCP, DNS, file, print, IIS
- Highly developed skills and substantial experience of Installation and troubleshooting of Microsoft client Operating Systems
- Back-up systems to restore data and disaster recovery.
- Installation and maintenance iSCSI Storage Area Networks
- Server virtualisation using VMWare or other equivalent solutions.
- Centralised management & deployment solutions for OS and applications.
- Installation and management of MS SQL Server and database management
- Management of an Active Directory including Users, Groups and Group Policy.
- Configuration of anti-spam, anti-virus, web filtering and security systems.
- Command line configuration of switches and routers.
- Team or project management experience
- Experience ofauthentication methods including; Radius, Mac and 802.1x
- Understanding of Active Directory Certificate Services
- Working in a similar capacity at managerial level including line management of other team members
- Experience writing scripts e.g. PowerShell, VB
- Managing and developing an IT Service Desk including KPIs & SLAs
- Providing and maintaining clustered/highly available applications.
- Installation, management and maintenance of Exchange email system.
- Procurement of hardware and software applications including licencing.
- Management of Mobile Device Management solutions
- Management of open source operating systems including Linux.
- HP Switch configuration.
- Installation and management of MS System Centre Suite including Configuration Manager and Data Protection Manager
- Installation and management of Veeam
- Installation and management of Microsoft SharePoint.
- Virtual Learning Environments such as Moodle, and eLearning platforms.
- Experience of a managed print service.
- Familiarisation with Apple Macs for client use and networking.
- Installation, management and maintenance of virtual or thin client solutions
- Telephony systemsusing Digital, analogy, VOIP and SIP
- Familiarity with hardware and software IT accessibility options.
- Experience of working with people who have learning difficulties and/or physical disabilities.
Skills and Abilities:
- Up to date knowledge of all aspects of IT systems including; legislation, best practice, security, storage, virtualisation and applications.
- Excellent interpersonal and communication skills.
- Strong organisational and planning skills.
- Methodical troubleshooting methodology
- Able to maintain accurate records and create clear documentation
- Use initiative to resolve problems and find resolutions
- Competent user of software applications including Word, Excel, Outlook, PowerPoint and databases
- Problem solve and make decisions based on experience, knowledge and progressive thinking.
- Produce and analyse data as required.
- Demonstrate can undertake research to identify new equipment, applications or processes to improve efficiency, cost savings and sustainability.
- Promote team working and positive partnerships between departments provide high quality provision for users of the IT services.
- Excellent ability to prioritise both own and team workload and effectively manage a team’s task allocation to meet deadlines and service agreements
- Experience delivering training and creation of resources for both technical and end users
Personal Attributes:
- Be self-motivated and enthusiastic in approach to work and team management.
- Customer Focused
- A commitment to working to deadlines
- High standards of professionalism and integrity
- Commitment to own and others’ continuing professional development with the ability to self-improve researching and learning new skills
- Recognise the need to maintain confidentiality.
- Constantly demonstrate a professional approach to work and relationship with colleagues.
- Respond positively to requirements presented.
- Commitment to promoting equality and diversity in all aspects of role.
- Be flexible to provide the level of service require including where IT service are required out of normal hours.
- Hold a full UK Driving Licence & be prepared to travel throughout the UK
Other
- Support the ethos of the organisation and meet the safeguarding requirements set down by the organisation to work with vulnerable adults and children.
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18/05/2016