ICT End User Support Team Leader

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ICT End Suer Support Team Leader

London

£35000-£40000

Permanent

PURPOSE

The post holder will report to the Deputy Head of ICT and be responsible for supervising support in various IPCC Offices supporting prevailing BAU & project rollout work via the ICT End User Support team.

The ICT Support Team Leader will:

* Supervise support of the ICT legacy desktop & Next Gen equipment and infrastructure in the IPCC's offices.

This will include: fixed and flexible working devices, WiFi networking, printing services, fixed and softphone telephony and video conferencing as well as specialist equipment used for Major Investigations

* Supervise and schedule Installations, Moves, and Changes related to end user equipment

* Supervise incident and problem resolution by undertaking first time fix and managing local break-fix arrangements through hot swap-out and local stock maintenance

* Work with in house and 3rd party ICT providers in delivering ICT services

* Deal with first line user enquiries and provide end user support for all departments within the IPCC

* Ensure new end user requirements or requests are captured and either escalated to the Business Relationship Managers or fed into the appropriate processes such as Service Improvement board / Technical Design Authority etc.

* Supervise the administration of user accounts, system and file access requests and user profiles

* Supervise support requests appropriately via the Servicedesk workflow system

* Raise relevant Purchase Orders when required in line with ICT support requirements

* Supervise general ICT administrative support such as keeping the Configuration management database current and ensuring all ICT assets are tracked and verified

The post holder will be security cleared to SC level.

Key relationships:

The role involves close collaboration with the Deputy Head of ICT, in-house ICT Business Relationship, Service Delivery, Security and Change managers and teams.

In addition, the post holder will work closely with internal and external stakeholders at all levels.

This will involve fostering good working relationships and liaison with end users, information asset owners, facilities management teams and with external suppliers, in particular all outsourced supplier services incident and problem management teams.

MAIN DUTIES AND RESPONSIBILITIES

* Undertake project support and ICT Research & Development activities as required to ensure End Device solutions remain fit for purpose

* Supervise the End User Support team, dealing with work scheduling, HR and appraisal requirements as appropriate

* Supervise end user support for the ICT equipment & infrastructure in IPCC offices and key applications such as outlook email & MS Office as well as line of business applications

* Supervise the deployment of installations, moves, changes and additions, the fulfilment of service requests in conjunction with any relevant outsourced supplier service delivery team

* Supervise refresh and change projects related to the ICT infrastructure and end user device portfolio, including user acceptance testing and cutover activities

* Ensure the CMDB and ICT asset registers are current, status accounted and fit for purpose, with reporting available when required

* Maintain and update end user computing guidance and support resources, ensuring relevant information is available for all users when required

* Work with outsourced ICT service providers to ensure that incidents are resolved promptly, recurring problems are escalated and that ICT services are efficiently delivered.

* Supervise the administration of user accounts and profiles ensuring the effectiveness of the Starters and Leavers processes, profiles distribution lists and security groups

* Undertake any other ICT administration duties as may be assigned from time to time commensurate with the level and responsibilities of the post.

PERSON SPECIFICATION

The post holder must be able to demonstrate:

Knowledge of:

* Microsoft Windows device builds and specifications

* Microsoft Office 365 cloud services

* Microsoft Azure cloud services

* Microsoft Outlook email

* Citrix XenApp thin client

* Secure lockdown of End user devices

* Experience supporting various end user devices utilising appropriate management tools such as Microsoft Active Directory & Mobile Device Management systems

* Microsoft Certified Professional or equivalent with experience of providing hands-on end user support across a range of desktop environments and office applications

* Knowledge of shared WiFi, VPN, LAN and WAN technologies

* Experience of working with outsourced IT service delivery teams and awareness of ITIL incident and asset management principles

* Strong customer focus and experience of building good working relationships with stakeholders and end users

* Experience of working in a secure environment

* Working knowledge of one or more of the IPCC's corporate applications such as Sharepoint or HP Records Manager

* Awareness of the legal issues relating to IS/IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, copyright, intellectual property rights

* Ability to undertake system administration and access control for the IPCC's systems

* Good administration skills

* Ability to work as part of a team

* Excellent communication skills

* Positive can do attitude and flexibility of approach.

CORE COMPETENCIES

CONTINUOUS DEVELOPMENT

Drive to achieve excellence and continuously develop oneself, one's team and the organisation through learning and knowledge sharing.

VALUING DIVERSITY

Openness to working effectively with diverse ideas and people.

ORGANISATIONAL COMMITMENT

Meets the standards of behaviour and professionalism required to operate effectively in the IPCC.

JOB-SPECIFIC COMPETENCIES

PROFESSIONAL EXPERIENCE AND EXPERTISE

Extent to which the applicant's experience and professional skills meet IPCC's requirements.

CHANGE ORIENTATION

Ability to adapt to changing demands in the workplace.

ANALYTICAL THINKING & DECISION-MAKING

Thinks logically in analysing complex information in order to identify key issues and make effective decisions.

COMMUNICATION & INTERPERSONAL SKILLS

Conveys information effectively through negotiation and influencing others.

RESILIENCE

Demonstrating the confidence and ability necessary to cope with challenging situations.

TASK MANAGEMENT

Ability to prioritise tasks effectively so as to meet the goals of the team.

TEAMWORK

Seeks opportunities to involve others and is effective working cooperatively with and through them, demonstrating commitment towards team goals.