Post: Infrastructure Team Leader Region/Dept: Information Technology Location: Horsham

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Theresa Watkins
7 years ago
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1 Southern Housing Group Job Description IT005 Post: Infrastructure Team Leader Region/Dept: Information Technology Location: Horsham Purpose of Post: To manage the day-to-day operation of the Infrastructure Support Team with the purpose of delivering high-quality, professional, and customer focused support and fulfilment services to the Southern Housing Group. Line Relationships Key Work Relationships Authority Limits Responsible to: Head of IT Customer Service Responsible for: Infrastructure Support Analysts Internal: Head of IT Customer Service Head of IT Architecture & Governance Technology Architect IT Services Team Leader 1 st and 2 nd Line Technical Analysts IT Director Colleagues in the IT department External: Hardware / software suppliers Network and telecommunications providers / ISPs Day-to-day decision making in relation to the post Financial limits in accordance with Delegated Authorities

Line Relationships Key Work Relationships Authority Limits Responsible to: Head of IT Customer Service Responsible for: Infrastructure Support Analysts Internal: Head of IT Customer Service Head of

2 Core Tasks and Responsibilities Leadership Manage the performance of the Infrastructure Support Team and ensure they deliver professional, high quality, customer focused services to the Group. Oversee the development of team members which includes the use of coaching and mentoring. Work with the Heads of IT Architecture & Governance and IT Customer Service to develop and implement a strategic direction for IT infrastructure services. Develop and implement IT service management procedures that adopt good/best practice. Manage the daily operation of the Infrastructure Support Service. Co-ordinate the appropriate resources and technical solutions in response to major incidents. Define, maintain, and monitor meaningful systems performance / capacity alerts i.e. via Microsoft Systems centre suite of products Define & maintain HW/SW maintenance schedules; Inc. recommendations to the Head of IT Customer Service and Head of IT Architecture & Governance over cyclic replacements. Manage the progress of incidents and/or service requests assigned to the Infrastructure Team, ensuring they are resolved or fulfilled within SLAs. Provide cover for the IT Services Team Leader as required. Create high-quality internal and external knowledgebase articles to enhance support service and empower customers to self-serve. Perform skills gap analysis exercises regularly, and arrange appropriate training to maintain the quality of services delivered to the Group. Liaise with the Head of IT Customer Service and Head of IT Change to form and maintain resource plans. Support and feed in to the Groups Disaster Recovery Plan and the testing of plans. Oversee and support the IT Change Process, ensuring changes are submitted to the Change Approvals Board (CAB) in a timely manner, and are of appropriate quality. Liaise with the IT Services Team Leader to ensure communication and knowledge is shared across the support functions Manage the transition of services from design to transition to operation to ensure services and technologies are supportable. Service Desk Escalation point for management of incidents and service requests from logged to the IT Service Desk by IT customers ensuring calls are being dealt with within SLA and customers are kept informed. Escalate calls to the Head of IT Customer Service using predefined procedures where SLAs are breached. Work closely with the IT Services Team Leader to ensure Service Desk calls contain meaningful information, and are prioritised and assigned in a timely manner. IT Technical Support Provide IT technical support and guidance to IT customers Visit remote sites to fulfil service requests and/or resolve incidents (under the guidance of 3 rd party service providers where applicable) Assist with the testing of IT hardware (end-user and infrastructure)

Work with the Heads of IT Architecture & Governance and IT Customer Service to develop and implement a strategic direction for IT infrastructure services.

3 Note: No job description can be entirely comprehensive and the jobholder will be expected to carry out such other duties as may be required from time to time and are broadly consistent with the job description and status of the post within the organisation. You will be expected to carry out all duties in the context of and in compliance with the Group s Diversity and Health & Safety Policies.

description and status of the post within the organisation.

4 Southern Housing Group Person Specification Post: Infrastructure Team Region/Dept: Information Technology Location: Horsham Leader Attributes Essential Desirable 1. Knowledge and Experience 2. Skills and Abilities Recent experience managing the delivery of IT services. Experience of managing technical personnel. A thorough understanding of Microsoft operating systems, 2008r r2, Active Directory and Microsoft server products, Exchange, Lync, System Centre A thorough understanding of IT infrastructure technologies, LAN, WAN, firewalls, thin client, shared hosted desktop, (Citrix XenApp) 6.5, virtualisation via VMware ESX 4.x SAN Storage NetApp FAS, HP Server Office 365 and cloud technologies Experience of working in an ITIL based Service Management environment. Experience of facilitating and running capacity & availability management. Experience of preparing activity, performance, and availability KPI reports The ability to communicate complex technical issues to a nontechnical audience Good interpersonal, motivational and management skills A logical, analytical approach to problem solving Excellent customer care skills Good administrative and organisational skills Able to work as part of a team and to delegate as appropriate Able to work under own initiative Able to remain calm and work under pressure and to tight deadlines Able to adapt to changing priorities and demands Excellent reporting and presentational skills Excellent hands-on technical skills Desktop PC, Laptops and Windows Tablets running Windows 7 and 8.1 OS Appsense Performance Manager Appsense Environment Manager Atlantis ILIO Microsoft AppV

A thorough understanding of Microsoft operating systems, 2008r - 2012r2, Active Directory and Microsoft server products, Exchange, Lync, System Centre A thorough understanding of IT infrastructure

5 Attention to detail Excellent planning and organisational skills 3. Qualifications 4. Circumstances Educated to A Level standard (or equivalent) ITIL V3 Foundation Able to travel to Group locations throughout the south of England Full driving licence and access to a vehicle for business use (for which a mileage allowance will be payable) Educated to degree level (or equivalent) Professional qualification e.g. MCSE ITIL V3 Service Operation

locations throughout the south of England Full driving licence and access to a vehicle for business use (for

JOB DESCRIPTION. Principal Duties and Responsibilities

JOB DESCRIPTION. Principal Duties and Responsibilities JOB DESCRIPTION Job title: IS Service Desk Trainee Grade: Responsible to: IS Service Desk Team Leader Responsible for: None Liaises with: IS teams, Hanover Group colleagues, third party suppliers Role