Technical Services Manager

VMWare, O365, Hardware, Mobile, Neworking, Team management.

Contact number

25 days holiday rising to 28, pen, bonus 15%

Additional Benefits

Broadband subsidy, laptop and mobile

Region

West Yorkshire

Job Purpose:

The Technical Services Manager will be responsible for the day-to-day delivery of IT Operational Support and IT / Tech Change Projects. You will ideally be used to being part of a small IT function and as such have the ability to pick up tasks that fall inside of tech and then conversely, into management, on any given day

This is a hybrid role that bridges the gap between tech and management. You'll enjoy managing projects, problems, issues, risks and technology and no one day will be the same in this fast paced environment.

Monitoring, managing and reporting on service delivery, the post-holder will assist in developing IT systems and network services, whilst nurturing positive relationships with the customer-base within the org.

Reporting into the Head of Information Systems you will provide leadership and operational management to the IS team, taking responsibility for the management and development of the team, implementing service standards, developing common systems and processes and delivering change projects based on industry best practice.

The post-holder will ensure that IT Operations are efficient, effective and can adapt to changing circumstances.

Staff Management Responsibility:

The post-holder will line manage 4 x IS support staff of varying levels from 1st to 2nd line & 2nd to 3rd Line. This will include mentoring, managing and prioritising workload to hit deadlines as agreed with the Head of Information Systems.

The post-holder will develop skills both individually and as a team so that the IS staff can provide the best service to the group including the induction, appraisal and performance management of team members and the management of sickness/absence and conduct etc.

The post-holder will lead, manage and direct the IS team to support all aspects of IT support and change management, taking operational responsibility for the team, including where day-to-day management has been delegated.

The post holder will define training requirements for the IS team and ensure that support cover in and outside of normal working hours is available for holidays and sickness.

The post-holder will be expected to implement and work within the Information Systems and Human Resources Policies, Procedures and Guidelines.

The post-holder will meet weekly with the Head of Information Systems and will provide reviews of work completed, work in progress and planned work. When directed, scheduled or planned work may be deferred, or rescheduled to meet the needs of the group.

The post-holder will ensure full compliance any relevant laws, regulation, policies and guidelines.

The post-holder will meet weekly with the Head of Information Systems and will provide reviews of work completed, work in progress and planned work. When directed, scheduled or planned work may be deferred, or rescheduled to meet the needs of the group.

Main Duties and Responsibilities:

Provide a high level of service support and maintain the systems and infrastructure, with the responsibility of identifying and implementing new developments, which are aligned with the organisation’s strategy.

Serve as the main technical expert to the Head of Information Systems, IS team and the wider business.

Ensure that incidents and requests are handled appropriately and ensure that documentation of the supported components is available and in an appropriate form for those providing support.

Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyse patterns and trends.

Develop implementation plans for dealing with system change, including the introduction of new systems and/or services, evaluating risks to integrity of infrastructure inherent in proposed implementations and review the effectiveness of the change implementation.

Identify and draw awareness on operational risk for all aspects of the IT capability, mitigate this risk as far as possible within practical constraints.

Ensure maximum availability of IT systems and infrastructure, minimise outages and ensure optimal system performance.

Directed by the Head of Information Systems, take responsibility for the definition, documentation and satisfactory completion of IT projects. Including:
Identifying, planning, allocating tasks to IS staff and assessing and managing risks to the success of the project.

Work with the Head of IS to develop IT budgets and identify opportunities to reduce operating costs, whilst adhering to financial rules and regulations.

Take responsibility for own workload and keep the Head of Information Systems informed, highlighting potential problems and suggesting solutions to…