IT Support Manager
We are looking for an IT Support Manager to join the IT team at UCS, Hampstead. The IT Support Manager is responsible for the effective delivery of IT and AV support by the IT Support Team across UCS Schools. This person will seek to optimise efficiency, end-user system uptime and user satisfaction through hands-on management of IT Support staff and the introduction of tools and techniques for handling support tickets.
To qualify for this position of IT Support Manager, you will have excellent technical skills and an excellent understanding of current end-user IT systems, especially in Microsoft Windows in a networked environment, Microsoft Office, mobile devices, remote support software and desktop printers.
The IT Support Manager is responsible for the day-to-day management of the IT Support Team and their workload, ensuring IT Technicians are deployed effectively to address support tickets, preemptive actions, and event setup and support including periodic out-of-hours work. They are responsible for the professional development of the IT Support Team members including training and exposure to technical systems and support scenarios. The IT Support Manager will manage members of the IT Support Team in line with UCS policy, including appraisal, leave, absence management, discipline and grievances.
From the perspective of users, there is an overlap in the provision of end-user support and IT infrastructure, so it is critical that the IT Support Manager works closely with the IT Infrastructure Manager and is able to deputise for them in their absence, including occasional out-of-hours support. To this end, the IT Support Manager is jointly responsible with the IT Infrastructure Manager for maintaining comprehensive documentation covering support methods and solutions. They are also responsible for ensuring the IT Infrastructure Manager receives adequate support from the IT Support Team in deploying IT projects as necessary.
The IT Support Manager is responsible for the IT Helpdesk, ensuring support tickets are prioritised correctly and dealt with professionally and in a timely manner. They will analyse the effectiveness of support channels and mechanisms over time and introduce and adapt tools, processes and KPIs as necessary to maximise the effectiveness and efficiency of the IT Support service and measure its performance.
The IT Support Manager will support the Head of IT in developing effective, robust IT systems and services to meet the evolving needs of UCS and its users. Whilst having managerial responsibility, the IT Support Manager will necessarily undertake direct and hands-on IT support tasks on a daily basis along with the rest of the IT Support Team. 5
Closing date: 12pm, Thursday 22 April 2021.
UCS is fully committed to the safeguarding of children. All applicants for this post must be prepared to undergo child protection screening.
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