Job Description. Job Title: Department: ICT Service Support Manager Responsible to:

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1 Job Description Job Title: ICT Service Support Manager Responsible to: ICT/IS Manager Main purpose of the job: Department: INFORMATION TECHNOLOGY Number of people directly managed: 3 + temporary contractors from time to time. To ensure that quality, reliability and satisfaction levels with existing ICT services remain high and that the ICT service support operation represents good value for money. To work with the ICT development team and Network services manager to ensure the upgrade, modification of existing ICT services and network infrastructure and the introduction of new services or infrastructure do not adversely impact customer service and/or service continuity. Responsible for managing service support operations and day to day ICT service provision of circa 300 office based and mobile service users throughout Herefordshire, Gloucestershire and Worcestershire. Main responsibilities Provision, development, delivery and management of the ICT Service support Responsible for delivering the highest standards of customer service to internal and external customers of IS Services Lead the Service Desk team and provide exemplary management and motivation of this team Responsible for the identification and implementation of the governance, risk and compliance requirements for the ICT Service support operation - in particular alignment with ITIL v3 IS strategy and plan Contribute to the development and maintenance of ICT strategy and budgets in particular identify and represent the ICT Service support operation requirements. Service management Identify, define, manage, monitor and report on the services and service levels required to deliver the service support Establish and maintain the Service Catalogue. Ensure relevant Service Level Agreements (SLAs) and operational level agreements (OLAs) are in place, managed, monitored and reported on and communicated to customers. Coordinate the identification and resolution of service incidents and problems and where required escalate to and co-ordinate resolution with third party suppliers.

2 Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service support Identify and manage the Service Desk services and subordinate processes, including request fulfilment, access management, event management, incident management and problem management. Ensure all service support process are documented, maintained and adhered to. Maintain the Problem Log and help to expedite the resolution of problems identified. Contribute to an effective and efficient change management process; in particular represent the interests of the customer when assessing risk and impact. Help to identify, specify and deliver changes required to existing ICT Services. Monitor changes completed and ensure documentation required by the Service support operation is updated. Prepare, document, update and regularly test Service support continuity plans and ensure coordination with overall ICT Disaster recovery plan and business continuity plan. Manage and maintain the access rights to Systems and Information where these have been delegated to the Service support Ensure major incident response procedures have been identified, documented and maintained and that Service Desk colleagues have been trained on these procedures Manage and administer the Service support toolset to ensure it meets the requirement of service provision and supports alignment with the ITIL Service management framework. Provide and manage agreed Service Desk support to Network service management function, Projects, the ICT development team and events held at/by HHL ICT/IS infrastructure support and administration Provide and manage agreed Service Desk support for the ICT infrastructure, including, but not limited to, software applications and modules, LAN, WAN, WLAN, directory services, network services, data centre services, messaging services, print services, voice services, back-up services, storage, virtualisation and disaster recovery services. Ensure up to date documentation is available to the Service Desk for the ICT infrastructure. Work with the Network service manager to maintain and update the Configuration Management database. Ensure that the location of all ICT assets is accurately recorded and maintained. Manage the Out of Hours ICT support service to ensure adequate cover to meet service level agreements. Ensure all agreed operational support tasks are scheduled, resourced and completed in a timely manner.

3 Governance, risk and compliance Help to identify and monitor risks, governance and compliance requirements related to the Service support Specify and implement appropriate mitigation and/or control measures Ensure compliance with all relevant legislation and regulation with special emphasis on ICT Service Management (ISO 20000), Information Security (ISO 27001), ICT Business Continuity (ISO 25777), PCI -DSS and Health and Safety (ISO 18001). Monitor and report on compliance. Specify, implement and manage Service Desk standards and operating procedures. Attend relevant application users groups to assess service threats and opportunities represented by upgrades and to communicate and plan for these within the business. Ensure all service users receive an ICT induction and complete a declaration of compliance before accessing in HHL ICT equipment and services. Ensure all non-standard changes are managed in accordance with HHL change/release management procedures. Ensure the business can demonstrate license compliance for business applications and support the Network manager in demonstrating same for Network applications. Stakeholder, Supplier and Contract Management Develop, publish and maintain a costed service catalogue to provide transparency on service levels, costs and lead times and support commercial bid development and costing. Identify and manage the interests of, and relationships with, internal and external stakeholders in the Service Desk environment to ensure their on-going commitment. Agree and publish the Service Desk objectives with these stakeholders and report on performance in respect of those objectives. Develop, publish and maintain forward schedule of change and project service availability information for stakeholders. Recruit and manage both permanent and contract support as necessary, within agreed budgets, to maintain agreed service levels. Manage all relevant third party application support and maintenance contracts ensuring that they are up to date, deliver best value for money and are managed according to current HHL policies and deliver appropriate support for corporate, Business unit and commercial contract service level agreements. Coordinate the activities of third party service providers and suppliers. Monitor their performance against their SLAs and help resolve underlying problems. Manage the procurement of goods and services required by the service support Demonstrate Value for money in ICT service support provision through the procurement of capital equipment and services and the effective negotiation and/or renegotiation of support & maintenance contracts.

4 Team performance and management Identify the objectives for Service Desk services and their supporting infrastructure. Agree performance measures and, as appropriate, targets. Manage, monitor and report on the performance of the Service Desk and wider ICT service support Track and attribute the costs of the ICT Service support operation as required and ensure expenditure is within agreed budgets. Provide exemplary leadership, management and motivation of the Service Desk team and any freelance / contractor / supplier staff - promoting professional development opportunities where possible and managing any issues as they arise in conjunction with HR colleagues as necessary. Ensure Service Desk colleagues are appropriately skilled and trained to deliver excellent technical support and customer service. Manage the Service Desk and Out of Hours (OOH) support staffing levels and task allocation to ensure adequate cover for operating workloads. Ensure excellent working relationships with other HHL Teams to ensure that the ICT service support operation is fit for purpose and meets the needs of its customers. Working Environment/Physical Challenges (If appropriate describe to what degree the job holder is required to perform the job taking into account physical demands and/or special skills) The job involves frequent use of a keyboard and regular essential travel between sites to provide support /maintenance for ICT systems. The Job holder is required to work out of the office from time to time and is expected to travel to supplier and reference sites from time to time. Financial Responsibility (If appropriate describe to what degree the job holder has financial responsibility in terms of the size of the budget(s) being managed). Responsible for preparation and management of the ICT service support component of the overall ICT budget. Circa 160K Revenue Capital variable from 10K base may be significantly higher in workstation and mobile phone refresh years or where upgrades for major systems are due. Responsibility for Non-Financial Assets (If appropriate describe to what degree the job holder has responsibility for non-financial assets including the management, improvement and maintenance of properties, tools, equipment, confidential information/records, computer systems) Responsible for the maintenance of mission critical documentation relating to the successful operation of ICT services used throughout the organisation. Responsible for the maintenance of mission critical documentation on the location and movement of ICT assets worth hundreds of thousands of pounds. Responsible for ensuring that the disaster recovery provisions are tested annually and for highlighting any operational risks associated with the provisions, with the ICT Manager.

5 Standard requirements attached to the job: (a) All individuals are expected to be flexible in undertaking the duties and responsibilities attached to their job and may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility. (b) All individuals are expected to maintain personal and professional development to meet the changing demands of the job and participate in appropriate learning and development activities. (c) To recognise health and safety is a responsibility of every individual, to take reasonable care of self and others and to comply with Herefordshire Housing s Health and Safety policies and any service specific procedures/rules that apply to the job. (d) To promote equality as part of the job and to treat everyone with fairness and dignity. (e) All individuals are expected to carry out their duties and responsibilities having regard to the Company s commitment to providing a customer focused service. Please note that where the job holder is disabled every effort will be made to supply necessary aids, adaptations or equipment to allow them to carry out the duties of the job. If, however, a certain task proves to be unachievable, job redesign will be given full consideration. Job Holder s Name: Job Holder s Signature: Date: Manager s Name: Manager s Signature: Date:

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