First Line Support Supervisor

**Accountabilities**:
**Planning and change management**:

- Plan and coordinate Desktop patching, roll-out and respond to Patch Vulnerability requirements, resolving any related issues to ensure effective maintenance of IT systems critical to business continuity
- Manage and monitor change control - ensuring procedures are followed for all IT changes, meeting and supporting the evolving needs of the business
- Implement processes to ensure the effective monitoring of industry and system updates
- Maintain and develop plans for reliable and scalable office systems and productivity tools to enable our teams to deliver the highest levels of productivity and quality
- Produce and maintain Data flow diagrams for all data processing ensuring alignment with current processes.

**Resourcing**:

- Maintain hardware and software registers to ensure effective asset management
- Develop, liaise and co-ordinate with external stakeholders, to ensure effective working partnerships and systems
- Manage, purchase and set-up new devices/infrastructure providing access to shared systems to support the recruitment and onboarding of new recruits.

**Delivering**:

- Provide 1st line support for both internal and external stakeholders on all technical issues relating to BAB IT systems to achieve the established KPIs
- Support the Group IT Director to ensure the highest levels of product delivery effectiveness and customer satisfaction
- Maintain and deliver on all LAN, server desktop and telephony systems and infrastructure to enable the smooth running of the business
- Ensure effective day to day management and administration of Active Directory, Exchange, providing network support and troubleshooting in tasks such as cable patching and connectivity
- Provide general support of infrastructure devices such as printers, desktop, phones, monitors, etc., PC builds and imaging, refresh, swap outs, re-builds and general troubleshooting as required to ensure continuity of business support
- Manage and maintain all back-up processes, reporting any issues relating to the off-site storage process, monitoring the risk to the business and reporting back to the Group IT Director as required

**Reporting**:

- Monitor the helpdesk queue and ensure a prompt resolution for any issues and requests within specified SLA’s, ensuring recording of ad-hoc/emergency tasks on the helpdesk system
- Report specific IT issues to the Group IT Director Team as they arise to enable operational stability across the Group
- Ensure the Company has effective processes and procedures in place to fulfil its legal obligations relating to IT

**Success criteria**:

- Maintaining high quality business systems that enable the highest levels of productivity in our teams
- Maintaining IT platforms that support the provision of our range of products and services with the highest levels of availability and customer satisfaction
- Ensuring the highest levels of compliance across the Group’s IT systems and processes
- Effective response to plan changes

**Context**:
The IT Supervisor is accountable through the business cycle for:

- Maintaining IT systems and platform monitoring, that enables the business to meet the goals of the Board and our investors
- Ensuring the Company has effective processes and procedures in place to fulfil its legal obligations relating to IT

**Competencies**:
High level behavioural indicators
- Approachable, measured, tenacious and resilient. Inspires confidence and role models “what good looks like”
- Proactively looks for ways to evolve and drive the businesses IT systems, anticipates challenges and seizes opportunity
- Has passion for what we do and communicates that openly to others internally and externally
- Collaborates freely across the organisation, breaking down turf barriers, and encouraging effective team working
- Demonstrates appropriate behaviour, encourages an open and honest dialogue about team capability