POST DESCRIPTION AND PERSON SPECIFICATION
POST SUPPORT DESK MANAGER
SALARY £31,284 - £34,032 (subject to review)
HOURS OF DUTY 35 Hours per Week
LOCATION TO BE ADVISED
REPORTING TO Head of Support Services
RESPONSIBLE FOR Service Delivery Engineers (Mobile)
KEY CHALLENGES
1. Develop and manage delivery of the College’s technical support service delivery
model.
2. Create a high performing team of technical Service Delivery Engineers.
3. Ensure that all users receive a quick and efficient technical support service in line with
college policies.
KEY RESPONSIBILITIES
1. Ensure that all user needs are met and all technical problems are resolved within an
agreed timescale.
2. Design and deliver the College’s Technical Support Service.
3. Ensure that all College technical equipment is standardised correctly configured and
appropriately managed in an effective and efficient manner.
KEY ROLES
1. Deliver a customer focused service.
2. Establish a high quality technical support and delivery service using remote solutions
whenever possible.
3. Manage the technical support delivery team and guide, motivate and develop them
to ensure optimum performance and professional development.
4. Develop and maintain the College’s Rolling Replacement Programme for desktop
computers and associated devices.
5. Maintain a record of software licences in order to ensure Copyright compliance.
6. Source suppliers of desktop hardware, primarily through APUC approved suppliers.
7. Source suppliers of software applications through Campus and related agreements.
8. Install and commission desktop devices.
9. Install and commission desktop software applications.
10. Provide a Helpdesk service including a remote diagnostic problem solving service.
POST DESCRIPTION AND PERSON SPECIFICATION
12. Provide and install College streaming media services.
13. 14.
Maintain the College’s IT asset management system.
Work closely with the Network Development Manager and Information Systems Manager to deliver a coherent IT service to all users.
GENERAL
1. Implement College policies, particularly those relating to equality and diversity.
2. To implement Health and Safety and security measures in accordance with statutory
and College requirements.
3. Be a role model supporting College values and corporate management.
4. Actively develop his/herself through staff development and training activities and to
review their own performance and the performance of those who are responsible to them.
5. Undertake any other duties consistent with the key responsibilities and duties of the
post, as directed.
Every Post Description will be subject to review; 1. Within six months of appointment 2. Thereafter, on an annual basis
3. As a result of agreed staff development / personal development needs 4. As a result of team / operational requirements or strategy changes.
This job description sets out the principal responsibilities of the post at the time it was compiled. Such duties may vary from time to time without changing the general character of the duties or the level of the responsibility entailed. Such variations are a common occurrence and cannot themselves justify a reconsideration of the grading of the post.
MANAGER SIGNATURE DATE COMPILED
POST DESCRIPTION AND PERSON SPECIFICATION
PERSON SPECIFICATION
JOB TITLE FACULTY/ SECTION
SUPPORT DESK MANAGER INFORMATION TECHNOLOGIES
FACTOR ESSENTIAL DESIRABLE Means of Assessment Qualifications and Training Relevant Degree/Diploma or equivalent level qualification or demonstrable experience. Application Interview Reference Career Review Evidence of continuous professional development. Application Interview Reference Career Review Relevant professional or postgraduate qualification. Application Interview Reference Career Review Relevant management qualification. Application Interview Reference Career Review Membership of BCS or similar. Application Interview Reference Career Review Occupational Experience Significant relevant experience of operating a multi levelled service delivery environment, including effective development, Application Interview Reference Career Review
POST DESCRIPTION AND PERSON SPECIFICATION
FACTOR ESSENTIAL DESIRABLE Means of Assessment
deployment and leadership of staff. Detailed operational and development experience of a complex multiplatform operating network. Application Interview Reference Career Review Detailed understanding of PC and/or MAC environments. Application Interview Reference Career Review Knowledge of commissioning and installing a variety of computer hardware devices. Application Interview Reference Career Review Experience of Desktop Virtualisation and Service Consolidation. Application Interview Reference Career Review Project managing experience. Application Interview Reference Career Review Budget planning and
control. Application Interview Reference Career Review Personal qualities and competencies Ability to develop positive working relationships with Application Interview
POST DESCRIPTION AND PERSON SPECIFICATION
FACTOR ESSENTIAL DESIRABLE Means of Assessment
individuals at all levels (internal and external). Reference Career Review Highly developed communication, liaison and networking skills. Application Interview Reference Career Review Understand and
meet the needs of different user groups including corporate service users. Application Interview Reference Career Review The ability to analyse, solve problems and implement change with a successful track record of managing and delivering change. Application Interview Reference Career Review Excellent ICT skills. Application Interview Reference Career Review Strong written and verbal communication skills, with the ability to present complex information clearly and effectively. Application Interview Reference Career Review Ability to manage conflicting Application Interview
POST DESCRIPTION AND PERSON SPECIFICATION
FACTOR ESSENTIAL DESIRABLE Means of Assessment
priorities and meet deadlines to the satisfaction of all parties. Reference Career Review The ability to delegate effectively and manage the performance of others. Application Interview Reference Career Review Business awareness. Application Interview Reference Career Review The ability to lead others
through inspirational leadership which commands respect and provides an environment where others feel
motivated. Application Interview Reference Career Review MANAGER SIGNATURE DATE COMPILED EXECUTIVE AUTHORISATION
