IT Support Manager

2 weeks ago

Edinburgh, United Kingdom George Watson's College Full time

**Package Description** **Location**:George Watson’s College, Edinburgh

**Contract Type**:Permanent. 38.75 hour per week, 52 weeks per year

**Salary**:£43,619 - £49,102 (Based on 38.75 hours per week, 52 weeks per year)

**Benefits**:

- **7 weeks annual leave (two weeks taken over Christmas and New year)**:

- **Automatic enrolment in the contributory support staff defined contribution pension scheme**:

- **Reduced school fees at George Watson’s College for children of staff**:

- **Membership of the Galleon Club (the School’s Fitness Club)**:

- **With a large and exciting remit, you will have access to manage and maintain a huge array of technology, both software and hardware.**

**Job Introduction** George Watson’s College wishes to appoint an IT Support Manager to work as part of a vibrant and talented team of IT professionals. This is an exciting role at a time where we wish to drive considerable change and improvements for our customers.

Reporting into the Head of IT Services, the IT Support Manager will lead a small team of IT Support Engineers to deliver a customer focused IT support service to staff, parents and pupils. It is a busy and varied role which requires leadership skills, awide array of technical skills as well as planning, organisation, negotiation and relationship management skills. The IT Support Manager must have previous experience in managing IT support teams and will have managed a service desk or implemented IT ServiceManagement.

GWC’s network covers 26 buildings over 54 acres with a customer base of over 3000 users. The customers utilise a broad range of IT products and services that need to be managed, maintained and supported. This post holder must be able to prioritise and thrivein a busy and dynamic environment.

Some of the exciting technical challenges will include;
- Finding the best solution to complex technical problems that fits nicely with our architecture
- Evaluating the best technical setup for our future (Helpdesk system, Hardware and Software Inventory)
- selecting the best tools for the job, - we are open minded but we want to be the best
- Helping to build, develop and mature our processes and technical procedures

**APPLICATION PROCESS**

Closing date**:Noon on Friday 27 January 2023**

Interviews are scheduled to take place on Friday 3 February 2023.

**Main Responsibilities** The main responsibilities are:

- To manage and oversee all aspects of the IT service desk ensuring the team delivers a high-standard of support with excellent customer service.
- To provide 2nd and 3rd-line technical support where required and provide technical advice and guidance to the service support team.
- To provide coaching, development and training to the service support team.
- To develop policies and procedures to ensure standard, consistent and efficient level of delivery and support is given for all services.
- To research, procure and develop new systems and processes to support emerging technologies, platforms and project delivery.
- To lead a number of disparate projects within the department’s portfolio of work, and work with others to deliver these projects in line with the School’s overall objectives.
- Responsible for the continuity of IT services to the customers (staff, parents and pupils) ensuring any failure, fault or incident is minimised so normal service is resumed as quickly as possible. This will also include horizon scanning, project oversightand CAB management to ensure any planned works has mínimal impact on IT services and customers are fully informed
- HNC/D Computing related qualification or higher
- Demonstrable previous experience of leading a busy IT customer service environment and/or managing service desk teams
- Strong leadership skills with the ability to motivate teams and work as part of the team
- Excellent and professional telephone manner, coupled with strong interpersonal and written/oral communication skills; communicates in a confident, clear, and concise manner
- Excellent organisational and planning skills, combined with the ability to remain calm under pressure and deal flexibly with changing priorities.
- Excellent troubleshooting skills coupled with the aforementioned communication skills.
- Ability to demonstrate previous experience of working both as a team player and independently.
- A good understanding of what it means to provide excellent customer service.
- Expert knowledge in the day-to-day operation of multiple operating systems, particularly macOS, Windows 10, iOS and iPadOS, ChromeOS and Android.
- Expert knowledge when it comes to managing Mobile Device Management systems and deployment of end user devices across multiple platforms.
- Demonstrable previous experience of writing and reviewing procedural documentation and answers to frequently asked questions.

**Desirable Criteria**:

- Knowledge of various educational Management Information Systems such as SIMS and WCBS PASS/3sys.
- First-hand experience using productivity suites such as Microsoft Office and G Suite.
- Experience of managing Active Directory and deployment technologies (SCCM, JAMF, etc.)
- Demonstrable experience in implementing and managing ITIL processes and controls
- Experience of working with Service Management tools/ticketing systems (TopDesk)

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