JOB DESCRIPTION Post Title: ICT Technician Team Leader Grade: G Department: ICT Services Reports to: ICT Services Manager People supervised by this post: ICT Technicians Education is an ever-changing service and all staff are expected to continually focus on enhancing the student experience, work constructively in teams and across the College activities and to adopt a flexible approach to their work. The job description is not intended to be exhaustive and is indicative of the nature and level of the responsibilities associated with the post. Such duties may vary from time to time without changing the general character of the post or the level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the terms and conditions of employment associated with the post. 1 What is the purpose of the post? The purpose of the post is to be the team leader of the ICT Technicians, providing and enabling an effective ICT operation and helpdesk support across Inverness College UHI. The post holder s role is to monitor, review and improve the technologies, services and processes used to deliver ICT within the College.
2 What are the main responsibilities of the job? To ensure the College has a knowledgeable and accessible ICT service and helpdesk; To manage helpdesk rotas and ensure support for all ICT services across the College; To resolve and be the escalation point for ICT issues raised by phone, email and face-to-face; To ensure processes and procedures are in place to ensure a consistent, efficient and effective support service for staff, students and research; To be the technical expert in ICT change and new technology projects; To ensure that the Local Area Network and the data held by the College is secure and available. 3 What particular knowledge, skills, experience and qualifications are required before appointment to this post? The ICT Technician Team Leader needs to have strong communication skills in working with the ICT Team, students, staff and colleagues across the wider University of the Highlands and Islands. The ICT Technician Team Leader should be capable of influencing others, in ensuring ICT is used effectively across the College. To work on business change, as well as technical projects, in a leadership role This is a customer-focused role and the post holder needs to have a strong customer skills. The post holder will be an enabler in ensuring the College ICT Services reflect and adapt to the demand of staff, students and research. The post holder needs strong time management and organisation skills as well as being flexible and adaptable to the changing demands of the role and developments in technology. The post holder requires strong technical ICT skills and experiences across the full range of services provided within the College in a medium sized enterprise. In particular, Windows desktop operating systems, Active Directory, phone management systems, tablets (ios / android / windows), networking (including wireless), multi-function printing devices and management software, video conferencing, file permission management and data security. The post holder needs to learn new technologies quickly and demonstrate how these can be of benefit to the College. The ICT Technician Team Leader will line manage and supervise the day-today work of the ICT technicians in the ICT Services Team. Continually looking to help improve their knowledge and experience to enable the College deliver an effective ICT Service.
The post holder needs to understand, review and monitor the effective delivery of an ICT business continuity policy for the College. Changes to ICT provision should lead to the ICT Technician Team Leader continually reviewing their impact on the bigger picture of ICT delivery. The ICT Technician Team Leader would need to deputise for the ICT Services Manager in meetings with Senior Management, Support Managers, Academic Managers as well as other external academic partners and institutions. Key Support Staff behaviour competencies: Working with others Communicating and Influencing Customer Focus Adaptability Organising and Delivery Teamwork 4 What special training/qualifications required for the post? The post holder should be able to demonstrate a passion to continually improve and look to learn and adapt to new technologies throughout their career, ideally through acquiring qualifications such as those listed below: Microsoft Professional Certifications ITIL Foundation certification Prince 2 Foundation and / or Practitioner. Cisco CCNA certification 5 How much and what type of experience is required to carry out the job at a fully effective level? Signification experience is required in leading on, and delivering on, a wide range of ICT systems in a medium-sized enterprise or larger. Such as supporting a wide range of devices (desktops, laptop, tablets, and phones), server support, phone systems, networking, file management, print management, video conferencing, Windows operating systems, Microsoft Office suite, other widely used education software. The post holder needs to understand the full range of ICT services and how each component helps to provide successful ICT operations. The post holder should also have experience of using, developing and managing an ICT helpdesk system in a medium-sized enterprise as well as an understanding of the demands of ICT delivery in further and higher education establishment. The post holder should have experience of team leadership, such as assigning work to other staff, managing team rotas and helping to develop the skills and
knowledge of the ICT technician team. 6 What equipment is the job holder required to use? Desktop computers, mobile computers, phones (desk and mobiles), network equipment (including wireless), servers, large multi-function printing devices, interactive displays, video conferencing devices, audio visual equipment. 7 Who or what plans the workload? The ICT Technician Team Leader reports to the ICT Services Manager and would be assigned projects and initiatives to help deliver the ICT Services team operating plan as well as other more reactive initiatives to help improve the ICT service delivery. The ICT Technician Team Leader would also develop his or her own work packages, as well as that of the ICT technician team, to help improve the service delivery. Such as assigning ICT technicians to work on a new project or changing operating procedures. The post holder is the lead technical expert for the ICT Technician team and will have issues escalated to them from the ICT technicians unable to resolve them. Therefore, the workload is a combination of responding to issues and incidents via the large staff, student and research based at the College as well as working on projects to implement new technologies or improve how services are delivered. 8 How far ahead is the workload planned and what information is required for planning purposes? The ICT Services team works to a five-year ICT Strategy, based on the wider College Strategy. Project and large-scale work packages are part of a yearly operating plan for the ICT Services team. Other ad hoc work and changes are implemented in response to user issues, user demand, as well as changing business need. 9 List the grade and numbers of people supervised by this post 3 x ICT Technicians, Grade D.
10 Describe situations where the post holder has to provide training or guidance to other colleagues Training and guidance to colleagues within the ICT Services team is an essential part of the role. Knowledge sharing is essential in providing a consistent and quality ICT service in the team. The post holder needs to manage, team lead and guide the ICT technicians in how to provide a quality, consistent ICT helpdesk and support function to the College. They should lead by example in providing exemplary ICT support and customer service. As a lead technical expert the ICT Technician Team Leader needs to understand new technologies quickly and in detail, as well as sharing this knowledge with both technical colleagues in the team and potentially to a nontechnical expert, in language they understand. This may also involve working on UHI-wide projects where the post holder will need to train and guide technical staff in the University s Executive Office as well as academic partners. 11 Who does the post holder have to deal with inside Inverness College? Why? In order to carry out the functions of this post the ICT Technician Team Leader should be in regular liaison with staff, students, researchers and Senior Managers. An understanding of learning and teaching, research, support functions, and activity across the College is essential in the delivery of successful ICT services. 12 Who does the post holder have to deal with outside Inverness College? Why? Inverness College UHI is part of the wider University of the Highlands and Islands and successful collaboration with colleagues and the University s Executive Office and other partner College sites is essential. To allow greater collaboration, more efficient delivery, and more time adding value to the ICT services being provided University wide. The post holder also needs to be able to liaise at a technical level with engineers and contractors across the various technologies and services deployed at the College. Such as telecommunication engineers, network consultants, software engineers, and so forth. This may also involve on-site supervision and coordination of site visits.
13 What type of problems does the post holder have to deal with? Why? The post holder needs to resolve complicated technical issues that are potentially escalated by ICT technicians unable to address them. The post holder needs to address operational issues to minimise impact on ICT service delivery in the College. The post holder needs to review trends in support issues and how to address the underlying problems causing these. 14 How does the post holder solve these problems? The post holder would solve problems by implementing new technical solutions, configuring technical equipment (such as servers, systems, desktops, group policy), recommending the purchase of new equipment of development of new services to the ICT Services Manager. More complex issues may require setting up development and test environments to trial and test new solutions. The ICT Technician Team Leader is the technical expert in the team for a wide range of services and where they cannot resolve these issues themselves they would need to liaise with ICT Manager, colleagues across UHI and / or 3 rd party consultants. 15 What is the most challenging aspect of the job? The most challenging aspect of the job is to be on top of a wide range of technologies and systems in the College, including awareness of trends and developments outside the College, in parallel with having a role both in maintaining the operational service and working on projects to allow the introduction of new services and technologies. 16 Who does the post holder turn to for advice and guidance? The post holder s line manager, the ICT Services Manager, would be the first point of contact for advice and guidance with ICT operations and projects. Other members of the ICT Services team, such as the System Developer, will also have experience and knowledge of systems and technologies installed across the College to assist on more complex issues. In addition, colleagues within the wider UHI and 3 rd Party consultants may also be available when working on specific projects.
17 What decisions does the post holder have to make? The post holder has to make decisions on how to address a wide range of technical issues, from that impacting an individual member or staff or student through to issues impacting the whole College. The post holder will also be the lead project manager, or technical lead on projects where they will help design and implement new technical solutions and ensure they are configured appropriately to address the demand of the College students and staff. For example, this could be a new phone system, ICT helpdesk system, print management software or new software. 18 What decisions have to refer to others? The ICT Technician Team Leader should liaise and escalate decisions to the ICT Manager that have a wide impact on the College or have a budgetary implication. Working Requirements The post holder may need to work occasional evenings to allow ICT configuration work to be done without impacting learning and teaching. 20 Describe any special features of the job not covered elsewhere in this job description The role requires travel between the Inverness Campus; School of Forestry, in Balloch; and, the Falcon Centre in Aviemore. A driving licence is essential, though a car is not necessary as the College has pool vehicles. 21 Flexibility The role may require working out of standard core hours to allow work to be done on technical solutions without impacting the core business hours of the College 22 Training/Development The post holder will be trained to fill any gaps in knowledge or skills, and to keep their technical, project and ICT operations knowledge valid and up to date. This will be a combination of learning in the role as well as course and appropriate examinations.
23 Health and Safety It is the responsibility of all staff to take reasonable care for their own health and safety and that of others whilst at work. You must not interfere with or misuse anything provided in the interests of health and safety and must cooperate with Inverness College in complying with its statutory obligations.