Transformation Service Customer Services Advert text for vacancy for Desktop Manager

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1 Transformation Service Customer Services Advert text for vacancy for Desktop Manager Information and Communication Technology (ICT) is delivered through the Transformation Services Division as a central ICT function. The Transformation Services Division provides a service to all the Council's departments to enable the best and innovative use of ICT. It manages the ICT infrastructure focusing in four key areas, Customer Services, Infrastructure, Contracts and Commissioning and Programmes and Projects. The ICT estate includes over 7000 personal computers, more than 300 server systems, and a voice and data network which extends to over 400 sites throughout Derbyshire. This is an employment opportunity at the Consultant 3 level with the first assignment in the Desktop Management Team in the Customer Services area of the Transformation Service. This principally is a management/technical expert role for a dynamic customer-focused individual with excellent problem solving, verbal and written communication skills. A successful candidate will be expected to manage the Corporate desktop estate making use of the Microsoft System Centre suite of products and provide a technical reference point on these and related desktop technologies Candidates should be keen to take on responsibility for the effective, efficient delivery and improvement of services. The role will provide a varied, technical, challenging career development opportunity. As part of the interview process candidates will be expected to undergo a practical/aptitude test to determine their suitability for the position. A car user allowance is attached to this post but it is possible for the allowance to be converted to other forms of transport where there is a requirement to undertake travel as part of this post.

2 JOB PROFILE Job Title: Consultant 3 Ref: DCC/14/1894 Department: Transformation Service Section: Customer Services Job Family: Transformation Service Job grade: 12 Purpose of this role: To provide technical support and management for the Desktop Management team within Customer Services. To provide an expert reference point for the associated technologies of System Centre, software packaging, client hardware and operating systems. To work flexibly across the Transformation Service. To manage and support the desktop infrastructure to enable the delivery of ICT services across the County council and other relevant organisations. Key relationships:

3 The post is responsible to the Service Support Manager. Providing expert technical advice and support to the organisation relevant to the areas of desktop management. The role typically involves dealing with escalated technical issues or problems along with organising and managing others. Key result areas include: Jobs at this level require professional knowledge about theoretical concepts and principles within a technical or specialised field relating to desktop management. A combination of applied and theoretical knowledge is needed along with experience of a technical operational management responsibility. Job holders will typically be technical experts in their specialism. They must have the ability to handle situations by working out problems from first principles. Appropriate knowledge and awareness of related activities in infrastructure, contracts and commissioning and project management areas is required. Interaction with other people is aimed at understanding, supporting and / or influencing them. Professional reasoning is required and social skills are important. The job holder is given some direction but is expected to think about further implications of activities over a longer period of time. They are also expected to be able to influence the selection of the right solution to fulfil business needs and comply with organisational and statutory requirements. Thinking at this level requires the consideration of a wide range of procedures that have a significant degree of complexity relating to the management of a desktop estate in a large organisation. General Responsibilities: People Management Supervision or management of a defined team providing clear organisation, direction, motivation and development and/or, manage specialist teams, providing a technical overview guidance and direction where appropriate to the role. Develop working relationships and communicate effectively with internal/external bodies/organisations and stakeholders as appropriate.

4 Equality and Diversity Promote and role model a culture that actively supports the authority's Equality and Human Rights policy to generate a positive environment. Health and Safety Ensure own compliance with authority's Health & Safety policy/procedures and that of any resources you have responsibility for. Risk Management Manage risk in relation to service delivery and contribute to the corporate risk management framework.

5 PERSON PROFILE Job Title: Consultant 3 Ref: DCC/14/1894 Job Family: Transformation Job Grade: 12 Department: Transformation Service Essential Desirable Evidence Experience a) Significant in-depth experience of desktop management in a complex organisation using Windows technology b) Significant in-depth experience of using desktop management tools Experience of working with System Centre tools including Configuration Manager, Service Manager, Operations manager and Orchestrator Experience of managing mobile devices Experience of software licence management Application Form and / or Interview/and or Test c) A detailed understanding of a wide range of client devices Experience of developing working relationships with internal/external suppliers, stakeholders

6 d) Experience of remote distribution software technologies e) Experience of software packaging tools. f) Experience of building and maintaining effective relationships with service recipients at all levels of the organisation. and organisations. Apply specialist technical knowledge and expertise to assess technical situations, develop innovative solutions for the benefit of customers. Experience of negotiating and strategic sourcing of services in a large organisation. g) Demonstrable experience of working flexibly within a team to meet service standards, targets and deadlines. Experience of managing budgets, monitoring performance and compliance where appropriate. h) Provide effective and efficient support and incident management service for users within the organisation. Experience of testing and release management Skills and knowledge i) Extensive understanding of methods systems and procedures related to supporting desktop infrastructure in a large complex organisation. j) Experience of researching, analysing and diagnosing problems and issues. Proven ability to recommend and present solutions. k) Experience of solving technically complex problems, able to demonstrate good problem solving numeric and literacy skills. l) Expert technical knowledge and ability to solve highly complex technical problems. Research ICT developments and initiatives, and maintain a professional knowledge of current developments. Understanding the role and its relationship with other functions, departments and external agencies. Lead on medium and long term project delivery and planning to ensure services are delivered effectively Application Form and/or Interview and/or Test

7 m) Expert knowledge of desktop management best practice and change control procedures. n) Good business knowledge and understanding. o) Experience and proven ability to manage, motivate and develop a team to achieve organisational objectives. p) Have a good understanding of the implications of emerging developments in ICT. q) Extensive understanding of client server technology and associate components that impact the desktop. r) Commitment to continuous professional and personal development s) Understanding of ITIL principles and their application in a large organisation t) Good negotiation and facilitation skills Personal Effectiveness u) The ability to work independently with own initiative. To plan and deliver work programmes within agreed timescales. v) Ability to work flexibly to tight timescales, meet standards, deadlines and targets. w) Excellent team working skills. Assist in the development of ICT strategy, promote and implement the service plan working closely with colleagues. Manage and motivate a team of technical experts, and take responsibility for monitoring and managing performance Application Form and/or Interview and/or Test

8 x) Able to explain complex technical issues and concepts in a way that non-technical customers can understand. y) Highly developed interpersonal communication skills and an ability to communicate effectively verbally and in writing. z) A positive customer focused approach. aa) Lead on the development of standards, policies and procedures. ab) Commitment to service improvement and enhanced organisational effectiveness. ac) Attention to detail. ad)coach and mentor colleagues within a technical area of expertise. Qualifications ae) Professionally qualified with a relevant specialist qualification, MCSE, degree or equivalent Foundation certificate in ITIL Service Management ILM level 3 or equivalent management qualification Qualifications to be checked at Interview

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