We have an exciting opportunity come up at a leading university in East London (City) on a permanent basis that is searching for a talented individual who is looking for a new challenge and leads operationally on the development, delivery and continuous improvement of their IT service. Managing a team of three, this is an ideal opportunity for someone already in a technical management position within IT or someone who has a technical, customer focused background that is ready to take that next step into management.
KEY RESPONSIBILITIES:
Promote the implementation of the IT and Systems strategy, policies and procedures aligned with the Institution’s Digital First strategy, encompassing staff and student stakeholders and supporting the whole student experience at Uni.
Ensure the effective day-to-day delivery of core IT services to staff and students.
Ensure that all incidents, requests and changes are handled according to agreed procedures and that documentation of the supported components are available and in an appropriate form for those providing support.
Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
Maintain an in-depth knowledge of specific to the role technical specialisms and provide expert advice regarding their application.
Oversee the continued maintenance/upkeep of the Configuration Management Database containing all configuration items.
Maintain IT administration processes and documentation to ensure compliance and continued suitability. Apply agreed quality management processes for current and future systems.
Communicate effectively and engage with key stakeholders including internal and external contractors to ensure effective, streamlined delivery and reputation of services across the University.
Provide regular statistics and reports to the Assistant Head SAS (ITS) of operational progress and including performance KPI’s.
Ensure accurate application of all associated policy, procedure, related statutory and legislative obligations and best practice within all areas of service provision. Actively seeking guidance where appropriate.
Research, select and purchase suitable IT resources as required to underpin the IT service delivery in liaison with the Assistant Head SAS (ITS), including the monitoring of resources through delegating stock management.
Perform analysis, design and delivery of effective IT related skills training for students and staff, involving relevant TechGuru team members.
Participate in university groups and committees at operational service level ensuring that IT is effectively represented and integrated into the operational delivery of campus priorities and activities as well as in influencing governance, policy and standards for the service.
Manage and direct team members of the IT Support and Business Support Services teams and resources, taking operational responsibly, ensuring all policies and procedures
Deputise for the Assistant Head SAS (ITS) as required, attending external events and University committees and groups, representing the department and ensuring relevant teams are updated.
Identify and participate in continuous professional development as appropriate, including appropriate external networking opportunities.
Promote and encourage the practice of the University’s equality and diversity principles in contacts with all staff, students and partners and promote corporate values through all streams of the role.
Commitment and appreciation of the importance and effective delivery of an excellent student experience to all learners.
Take responsibility for your own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.
Any other duties commensurate with the nature of the job, as determined by an appropriate senior manager.
SKILLS AND QUALIFICATIONS:
Significant experience of working within a formal ICT service delivery environment based on industry wide best practice procedures.
Experience of providing IT or AV support and the processes associated with it, ideally in an academic environment.
Experience of using an IT Service Management system to manage, allocate and monitor support tasks.
Proven experience of installing and administering Windows Server networks with networked devices and peripherals.
Proven experience of supervising or managing and developing an effective team in a complex environment.
Proven experience of working with and influencing management and work colleagues.
Excellent team management, conflict resolution and influencing skills.
Proven understanding of, and commitment to, the delivery of effective customer service.
Technical competence and proven troubleshooting skills.
Excellent analytical and problem-solving skills
Excellent organisational, liaison and collaboration skills.
Ability to understand, adjust and act upon changes within the institution or service and to provide timely responses.
Proven track record of analysing and comparing IT products against specified criteria to determine the best solution to the business need.
Proven track record of effective staff and resource management skills.
Significant experience of working within a formal ICT service delivery environment based on industry wide best practice procedures.
Experience of providing IT or AV support and the processes associated with it, ideally in an academic environment.
Experience of using an IT Service Management system to manage, allocate and monitor support tasks.
Proven experience of installing and administering Windows Server networks with networked devices and peripherals.
Proven experience of supervising or managing and developing an effective team in a complex environment.
Proven experience of working with and influencing management and work colleagues.
A high level of self-motivation and ability to motivate, manage and coach others.
A high level of English with excellent verbal, written and presentational skills.
Hours: 37 hours per week (flexi)
Benefits: 36 days annual leave (not including bank holidays), Pension, Discounts for retail shops, Free secure onsite parking