JOB SPECIFICATION
JOB TITLE:
Service Support Manager
GRADE:
SMP
ORGANISATION CHART:
JOB PURPOSE:
JOB DETAILS
Job Title: Service Support Manager Hours of Work: 37.5
Department/Ward: IT Services Division: IM&T Base: Bryan House
REPORTING ARRANGEMENTS
Managerially Accountable to: IT Services Manager Professionally Accountable to: IT Services Manager Responsible for: Incident Team Leader
Service Request Team Leader Service Desk Agents (3) Incident Analysts (4)
Service Request Analysts (3) Computer Operations Supervisor
Computer Operator
DUTIES AND RESPONSIBILITIES
Patient / Service User Related Tasks / Duties
Deputise for the IT Services Manager as required.;
Ensure that all parts of the service managed by the post holder employ business processes, which will enable Service Support to meet the standards for NHS and BSI Accreditation
Work in conjunction with other operational managers and specialists to support key projects and service deliverables
Has an active role in the business planning cycles of the Trust, providing input to the development of business cases within the department
Provide a Service Desk to all service users, to provide a focal point for reporting incidents and making service requests and ensuring all users are kept informed of service events, actions and opportunities that are likely to impact their ability to pursue their day-to-day activities
Uses inter-personal skills effectively when representing the IT Services Department, both internally and externally, establishing confidence and respect for the service provision
Ensures that service level agreements, contracts and negotiations with external suppliers, are always aimed at meeting the business or clinical needs of the Trust, by providing a value-for-money service in terms of standards, quality, efficiency, safety, performance and cost-effectiveness
Assists with the implementation and future development of the Trusts Information Management and Technology Strategy, taking account of the developments both at local and national level
Ensure the service is compliant with NHS and local standards Identify and implement service improvements on a continuous basis Plan the resources needed to support service agreements
Ensures the necessary arrangements are in place to maintain or recover the delivery of systems, services and networks in the event of any physical, technical or environmental disaster, providing continuity of the service to the Trust and those organisations an SLA is provide too
Manages the Service Support Function and staff on a day to day basis and deals with all HR issues that may arise including appraisals, IPR, discipline, recruitment etc Creates and delivers reports and statistics on the work undertaken by the Service
Support Team
Develop and maintain relationships with other support teams to ensure a consistent and co coordinated service is delivered across the Trust
Provide technical leadership for the resolution of 2nd
line support problems
Carry out internal audits of the Service team and to support external audit activities and to implement changes to the team processes and activities as a result of audit recommendations
Responsibilities for Information Resources
Compliance with all IT Services Policies and Procedures, especially those covering IM&T Security which includes Internet Access, Email etc
Has full management responsibility for the departments Service Desk
Application and ensures system is configured appropriately to support current operations and future developments.
Planning and Organisational Tasks / Duties
Utilises PRINCE2 project management expertise to assist departments with the implementation of IT Systems and Services and lead agreed projects within the IT Services Department
Uses in depth technical expertise to plan and design the Trusts Data Network to ensure a responsive and reliable network infrastructure is available 24/7 Utilises ITIL (IT Infrastructure Library) best practice expertise to deliver an
effective IT Support Function
Responsibilities for Human Resources
Manages the Technical Support Function and staff on a day to day basis and deals with all HR issues that may arise including appraisals, IPR, discipline, recruitment etc
Use leadership skills to Identify goals and objectives; motivating and leading others towards their achievement
Frequent briefing of senior team members Responsibilities for Financial Resources
Ensures that assigned resources (staff, equipment and services) are properly utilised and accounted for and that up-to-date information on usage/status is maintained
Provides advice to departmental management regarding the delivery, costs, availability and functionality of the service provision and develop effective partnerships
To assist the IT Manager with the identification of cost improvement programs as and when required
Signature Authorisation for IT Services Budget; includes Signature
Has an active role in the business planning cycles of the Trust, providing input to the development of business cases within the department
Research
Maintain an up-to-date awareness of current technologies and trends with respect to Information Technology
Teaching
Provides specialist guidance and advise to less experienced colleagues; including Train, Coach and Mentor team members
Be the lead officer for all associated quality service management standards across the IT Services department, ensuring all IT staff fully understand their obligations and are able to participate fully in line with the latest ISO standard.
General
Any other duties appropriate to the grade.
Compliance with the Data Protection Act 1998 and Information Governance – the postholder is not entitled to use for their own benefit or gain, or to divulge to any persons, firm or other organisation whatsoever, any confidential information belonging to the Trust or relating to the Trust’s affairs or dealings which may come to their knowledge during employment.
Compliance with the Health & Safety at Work Act 1974 – the postholder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Compliance with Trust Policies and Procedures including the Code of Conduct.
Responsibility for all records (including patient health, financial, personal and administrative) that they gather or use as part of their work within the trust. The records may be paper, electronic, microfiche, audio or videotapes, x-ray images.
The range of duties and responsibilities outlined above are indicative only and are intended to give a broad flavour of the range and type of duties that will be allocated. They are subject to modification in the light of changing service demands and the development requirements of the postholder.
Date Prepared:
Prepared By: Tony Rich
Agreed By:
Employee’s Name and Signature: Date:
PERSON SPECIFICATION
The person specification sets out the qualifications, experience, skills, knowledge, personal attributes, interests, other requirements which the postholder requires to perform the job to a satisfactory level.
Job Title:
ESSENTIAL
i.e. Those qualities without which a post holder could not be appointed
DESIRABLE
i.e. those extra qualities which can be used to choose between candidates who meet all the
essential criteria
METHOD OF ASSESSMENT
i.e. the method by which the person specification criteria will be assessed/evaluated
QUALIFICATIONS
And
EXPERIENCE
Master Level and 3 Years IT Experience
Or
Post Graduate Level and 5 Years IT Experience Or 10 Years IT Experience ITIL Practitioner PRINCE 2 Practitioner Management Qualification
Masters IT Related Discipline + Min. 2 Years NHS Experience
Post Graduate IT Related Discipline + Min. 3 Years NHS Experience + Prepared to acquire Masters Level
Min. 5 Years NHS Experience + prepared to acquire Masters Level
SKILLS
Ability to think strategically in order to produce long term strategic solutions and plans
Ability to develop and implement IT policies in a strategic context
Effective application of PRINCE2 methodology; Ability to deliver projects in line with deadlines and budget
Ability to analyse complex situations and solve problems
Ability to resolve staffing conflicts
Ability to manage, develop and work as part of a team
Ability to communicate technical concepts and terms to a non technical audience
Good interpersonal skills; must be able to communicate to a high standard, both verbally and in writing
Familiar with Report Writing Techniques – Methods and techniques for writing effective reports
SKILLS Initiative – Being proactive, taking action and anticipating opportunities
Analytical Thinking – Acquiring an understanding of a problem or situation by braking it down systematically into its component parts and identifying the
relationships between these parts
Leadership – Ability to identify goals and objectives, motivate and lead others towards their achievement
Business Continuity Planning – proficient with the methods and techniques for risk management, business impact analysis,
countermeasures and contingency measures relating to any serious disruption to the IT Infrastructure
KNOWLEDGE
Knowledge of PRINCE methodology
Knowledge of ITIL – IT
Infrastructure Library (Service Management Best Practice)
In-depth and proven hardware skills in Mainframe, Mini and Personal Computers, operating in a 24/7 environment; Operating System skills to include all variations of Unix and Microsoft Desktop and Server, Networking skills to include TCP/IP, Switching and Routing, Firewalls and Anti Virus Protection. Desktop to include all versions of MS Office
Proficient in Network Traffic
Analysis – Methods and techniques for the capture of traffic information and the analysis of this information into its constituent elements
Knowledge of Information for Health, LIS processes, National NHS IM&T strategy and National NHS IM&T developments
Knowledge of the use of information and information
OTHER
(Please Specify)
Full Driving Licence