Role Profile. Job No. (Office Use) A79

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1 Role Profile Job Title Team Leader Service Desk Job No. (Office Use) A79 Band/Band Range- (for career grades) Grade I Directorate Corporate Support Department ICT Division Operational Service Delivery Section Service Desk Reports to (Job Title) Operational Service Delivery Manager Competency Job Type Manager Suitable for Job Share (Y/N) No If No reason Continuity of Service Location Civic Centre Shift Pattern Some requirement to work evenings and weekends. CRB check required Not required Job Purpose Lead and manage the activities of the Service Desk and Request Fulfilment Team and the delivery of appropriate levels of customer service and support. To take responsibility to produce, implement, maintain and take ownership for all the policies, long term plans and strategies relating to ITIL Service Desk Management, Incident Management, Request Fulfilment Management and Configuration Management across the whole of the ICT service, including changes and implementation of these policies. To be responsible for the day-to-day operations of the Service Desk and the Request Fulfilment service ensuring corporate Service Level Agreements are met and security and compliance guidelines are achieved. Page 1 of 5 Updated on 22/02/2010

2 Decision Making Responsible for the management, escalation and resolution of all incidents, problems and standard Requests for Change reported to the ICT Service Desk which may involve coordinating resources from all areas of ICT, from elsewhere in the organisation and from external partners/suppliers. Required to prioritise calls and analyse the impact a system failure has on the business, allocating staff resources to accommodate business needs. Post holder must deliver the service in line with the Service Level Agreement but has some discretion on how to achieve this within the service. Required to analyse efficiencies and ensure service is operating cost effectively and with Value for Money. The post holder reports directly to the Operational Service Delivery Manager and deputises for them in an informational role. They deputise for other Team Leaders in a people management role. Page 2 of 5

3 Accountabilities Delivering the Service: (53%) Deliver the Service Desk and Request Fulfilment Service in the most efficient and effective way and in accordance with the ICT Strategy, best practice and industry standards Responsible for the achievement of excellent customer service and support across the Service Desk and Request Fulfilment teams Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA s and KPI s Manage, maintain and monitor effective corporate processes, procedures and develop and maintain the knowledge base for the Service Desk and request Fulfilment and configuration Service Responsibility for the configuration of all Hardware, Software and Services, ensuring the CMDB (Configuration Management Database) is kept up to date and accurate To personally deliver ICT services as required (e.g. complex programmes of work, high risk technical projects) To be responsible for a rolling maintenance program to ensure Desktop infrastructure integrity and continuity of service To be responsible for the reporting on the performance of the department on Business As Usual, including producing Executive Summary Reports for publication to CMT and members To be responsible for communication produced by ICT and Customer Satisfaction and Complaints Policies: (15%) Implement all policies, plans and strategies relating to ITIL incident, and request Fulfilment and Configuration management across the ICT department Design, Implement and manage all policies, plans and strategies relating to customer communication, customer complaints and the marketing of ICT Management Responsibilities: (14%) Develop the abilities of team members to provide a sustainable, proficient and professional level of expertise in the Service Desk and request Fulfilment environment (approx 18 FTE) Ensure that appropriate relationships are fostered and developed with internal services and external partners, and that the Corporate ICT function works in collaboration with Directorates ITIL Process ownership for Service Desk, Request Fulfilment, Incident Management and Configuration Management Projects: (13%) Production of Business Cases, Project Initiation documents and other documentation required for full project management Contribute to the project and programme lifecycle, through managing projects to deadlines and within budget Assist the Technical Architect with research into the ICT infrastructure and its further development (5%) Contribute to managing an ICT budget of 3 million Undertake other duties appropriate to the grade of the post Page 3 of 5

4 Demands Some demand for physical effort in order to move and lift IT equipment. The post holder is required to work under pressure and with conflicting deadlines, the role can experience periods of intense pressure and stress for example during investigation of a major system failure. Produces implements and maintains policies, long-term plans and strategies relating to ITIL incident management, request Fulfilment management across the ICT service. Working Conditions The role is mainly office based with minimal exposure to disagreeable working conditions. The post holder may be required to attend emergency call outs to resolve critical problems or undertake maintenance. Experience, Knowledge and Qualifications Essential: ITIL Foundation certification ITIL Practitioner certification and in-depth understanding of ITIL principles (Incident, Problem, request Fulfilment Change and Configuration management) Demonstrable experience working in a professional ICT environment, plus demonstrable experience of managing a Service Desk or Desktop Support at a senior level Experience of ITIL in a working environment Experience of managing projects to deadlines and within budget Experience of organisational development, successfully leading and managing change and contributing to change activities Knowledge of procedures for managing staff Knowledge and experience of managing complex IT budgets Knowledge and understanding of ICT security Understanding of the ICT infrastructure Understanding of the business and the impact ICT has on the business Understand how to incorporate the ICT strategy into team plans and objectives Desirable: Service Desk Institute Service Desk Manager certificate Prince 2 Foundation certification Institute of Leadership and Management Level 5 (EMDP) or equivalent Page 4 of 5

5 Skills and Technical Competencies Forward planning is required to coordinate resources of the ICT department to achieve problem resolution within agreed timescales, and service planning that can impact all departments Customer Care skills and diplomacy to manage the internal complaints process, the marketing of the department and take responsibility for customer satisfaction surveys Developed communication skills required to provide guidance to the Council on the use of ICT services and to produce business cases. Also used to manage, lead and motivate a team in order to deliver projects on time and within resource allocations Corporate Standards Act at all times in accordance with appropriate legislation and regulations, codes of practice, the provisions of the council s constitution and its policies and procedures. Work within the requirements of the Councils Health and Safety policy, performance standards, safe systems of work and procedures. Undertake all duties with due regard to the corporate equalities policy and relevant legislation. Page 5 of 5

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