Technical Support Manager

1 month ago

High Wycombe, United Kingdom Reed Full time

**Main Duties & Responsibilities of the role**:

- To assist the Head of Operations with the management of the operational support functions of the Digital and Technical Services (DTS) Directorate.
- To manage and be responsible for the delivery of a pro-active, customer focused, second line support service to students and staff for all IT related services provided by the Digital and Technical Services (DTS) Directorate (including but not limited tothe provision and support of equipment to end users).
- To prioritise, plan direct and supervise the work of the of the Technical Support Team ensuring a consistent IT support service across multiple sites, ensuring high levels of customer service and performance in response to incidents and requests.
- To work actively as a hands-on member of the Technical Support Team while prioritising, planning, directing and supervising their work to make the best use of team resources, ensuring that department policies and procedures are followed, to meet the needsof students and staff.
- To work closely with the Infrastructure and Systems Team to manage the delivery of client software and business system upgrades from inception, through requirements capture, change management, implementation and release.
- To manage the delivery of the IT aspects of office and classroom setups, expansions or moves, including the relocation and installation of communications solutions, LAN, end user devices and Audio Visual equipment, from project inception to close down.
- To manage the transition of new or upgraded services into the live IT operations environment and ensure that the appropriate support mechanisms are in place.
- To manage the provision of a testing service that includes the creation and execution of test plans as appropriate for: the testing of new end user hardware and software; the testing of changes to business systems; and the testing of workstation images.
- To manage the asset lifecycle process, ensuring that: new devices have undergone appropriate testing; relevant details (including passwords) have been recorded; standards of use regarding security are maintained; and replacement and disposal policies areadhered to.
- To supervise and update asset inventories and all relevant service desk systems, ensuring that amendments are accurate and completed in accordance with the DTS policies and standards.
- To escalate any matters concerning information security, software licencing and asset management or similar issues that require further action to the Head of Operations.
- To ensure professional and quality standards are maintained and applied by Technical Service Support Teams across all sites and services in line with Service Level Agreements (SLA).
- To represent the Technical Support Team in meetings and provide technical advice to change boards and project meetings and other forums as required.
- To monitor the performance of the Technical Support Team and against the Generic Service Level Agreement and other standards using data from the service desk software.
- To ensure that that all information is managed securely in accordance with organisation policies and information related legislation.
- To lead, motivate, mentor, coach and manage the development of individuals in the Technical Support Team.

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