Description:
About The Role
Principal Responsibilities
Operational Delivery
- Management of the IT System Administrator team, this includes providing support, supervising staff, and providing direction and mentorship to staff.
- Implement best practice principles and align to industry best practice, this will include researching and applying ITIL best practices across an ITSM Service Desk tool to enable effective technical support.
- Management of 1st level incident and service escalations
- Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
- Facilitate and contribute towards meetings to ensure that the team are improving performance, service, modernising IT and enhancing product quality. Use information gathered at these meetings to target areas for continual service improvements.
- Update and review the IT Service Catalogue ensuring that items are up to date, accurate and fit for purpose.
- Identify insights into Incident and Service Request that aide in minimising service disruption to users.
- Monitor and support IT service delivery ensuring systems, services, methodologies, and procedures are in place and followed.
- Be responsible for effective capacity planning, ensuring that the appropriate resource(s) are in place to enable a high quality and performing service. Ensure future demand from growth and projects is understood and factored into capacity plans.
- Drive internal IT operational and service review meetings covering performance, trending, service improvements, quality, and processes
- Support staff and the wider ITDD team with the use of new and existing technologies.
Performance Management
- Setting individual’s objectives, development plans as well as active participation in the Realising Our Potential Process.
- Managing individual staff welfare.
Talent and Development management
- Managing longer-term careers of individuals.
- Managing induction, training, and development.
- Ensure personal knowledge and exposure to service desk tools and techniques remains up to date, appropriate and relevant
Line Management Responsibilities
- As part of this role there will be an expectation to manage staff.