POST DESCRIPTION AND PERSON SPECIFICATION

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1 POST SALARY HOURS OF DUTY LOCATION REPORTING TO RESPONSIBLE FOR SUPPORT DESK MANAGER 31,284-34,032 (subject to review) 35 Hours per Week TO BE ADVISED Head of Support Services Service Delivery Engineers (Mobile) KEY CHALLENGES 1. Develop and manage delivery of the College s technical support service delivery model. 2. Create a high performing team of technical Service Delivery Engineers. 3. Ensure that all users receive a quick and efficient technical support service in line with college policies. KEY RESPONSIBILITIES 1. Ensure that all user needs are met and all technical problems are resolved within an agreed timescale. 2. Design and deliver the College s Technical Support Service. 3. Ensure that all College technical equipment is standardised correctly configured and appropriately managed in an effective and efficient manner. KEY ROLES 1. Deliver a customer focused service. 2. Establish a high quality technical support and delivery service using remote solutions whenever possible. 3. Manage the technical support delivery team and guide, motivate and develop them to ensure optimum performance and professional development. 4. Develop and maintain the College s Rolling Replacement Programme for desktop computers and associated devices. 5. Maintain a record of software licences in order to ensure Copyright compliance. 6. Source suppliers of desktop hardware, primarily through APUC approved suppliers. 7. Source suppliers of software applications through Campus and related agreements. 8. Install and commission desktop devices. 9. Install and commission desktop software applications. 10. Provide a Helpdesk service including a remote diagnostic problem solving service. 11. Provide technical services for audio visual devices.

2 12. Provide and install College streaming media services. 13. Maintain the College s IT asset management system. 14. Work closely with the Network Development Manager and Information Systems Manager to deliver a coherent IT service to all users. GENERAL 1. Implement College policies, particularly those relating to equality and diversity. 2. To implement Health and Safety and security measures in accordance with statutory and College requirements. 3. Be a role model supporting College values and corporate management. 4. Actively develop his/herself through staff development and training activities and to review their own performance and the performance of those who are responsible to them. 5. Undertake any other duties consistent with the key responsibilities and duties of the post, as directed. Every Post Description will be subject to review; 1. Within six months of appointment 2. Thereafter, on an annual basis 3. As a result of agreed staff development / personal development needs 4. As a result of team / operational requirements or strategy changes. This job description sets out the principal responsibilities of the post at the time it was compiled. Such duties may vary from time to time without changing the general character of the duties or the level of the responsibility entailed. Such variations are a common occurrence and cannot themselves justify a reconsideration of the grading of the post. MANAGER SIGNATURE DATE COMPILED EXECUTIVE AUTHORISATION

3 PERSON SPECIFICATION JOB TITLE SUPPORT DESK MANAGER FACULTY/ SECTION INFORMATION TECHNOLOGIES Qualifications and Training Relevant Degree/Diploma or equivalent level qualification or demonstrable experience. Evidence of continuous professional development. Relevant professional or postgraduate qualification. Relevant management qualification. Membership of BCS or similar. Occupational Experience Significant relevant experience of operating a multi levelled service delivery environment, including effective development,

4 deployment and leadership of staff. Detailed operational and development experience of a complex multiplatform operating network. Detailed understanding of PC and/or MAC environments. Knowledge of commissioning and installing a variety of computer hardware devices. Experience of Desktop Virtualisation and Service Consolidation. Project managing experience. Budget planning and control. Personal qualities and competencies Ability to develop positive working relationships with

5 individuals at all levels (internal and external). Highly developed communication, liaison and networking skills. Understand and meet the needs of different user groups including corporate service users. The ability to analyse, solve problems and implement change with a successful track record of managing and delivering change. Excellent ICT skills. Strong written and verbal communication skills, with the ability to present complex information clearly and effectively. Ability to manage conflicting

6 priorities and meet deadlines to the satisfaction of all parties. The ability to delegate effectively and manage the performance of others. Business awareness. The ability to lead others through inspirational leadership which commands respect and provides an environment where others feel motivated. MANAGER SIGNATURE DATE COMPILED EXECUTIVE AUTHORISATION

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