ICT Client Services Team Leader

Transcription

1 ICT Client Services Team Leader Responsible to: The Director of ICT Ultimately Responsible to: The Bursar The School The School comprises over 800 boys, aged 13 to 18, all of whom are boarders. Harrow is one of the few large boarding schools to retain a truly national and international catchment. There are twelve boarding houses, each under a House Master. The Houses provide shared rooms for boys in their first two years with individual rooms for all thereafter. Lessons are taught in the mornings, Monday to Saturday, and in the afternoons or early evenings of Monday, Wednesday and Friday (depending on the time of year) The religious life of the community is looked after by two chaplains, one Anglican and one Roman Catholic. There is a strong Drama department based in our Ryan Theatre and a long tradition of an annual Shakespearean production. Musical activities and opportunities abound. An extensive games programme caters for almost all the established School sports. The IT network covers the whole school site: every boy has a computer on his study-bedroom desk; every teacher and many of the support staff have networked computers in their School accommodation (over a 2 square mile radius); many support staff employees have a networked computer in their areas of work. The School is part of the Harrow Foundation which also comprises: The John Lyon School, a boys independent day school in Harrow John Lyon s Charity, which each year gives over 6 million in grants to educational projects in North West London Harrow School Enterprises Ltd and Harrow International Schools Ltd The Harrow Development Trust The Foundation has 3 affiliated international schools which are expected to grow to circa 1200 pupils each: Harrow International School in Bangkok Harrow International School in Hong Kong Harrow International School in Beijing More international schools may be set up in the future. The IT department (a team of eight) is responsible for the development and maintenance of Harrow School s computing, network, audio visual and telephone facilities. There are over 1500 PCs, spread over 40 buildings.

2 The Appointment The Appointee will be based in the IT Service Centre and report to the Director of ICT. The Overall Objective To provide hands-on efficient and customer-focused I.T client support services. Key Tasks and Responsibilities Leadership To provide leadership for the development and support of an efficient Client Services Team. To manage the IT Service Desk, and provide support and encouragement to Client Services Team members. To delegate responsibility to relevant Client Services Team members based on skill set and workload. To continually assess current workload and priorities. To provide regular feedback and encourage active discussion on all Client Services Team related business. Service To develop, implement and maintain an effective model of customer service with regard to the provision of ICT Client Services to all areas of the School s operations. To review the model on a regular basis as the School s operational requirements change. To exceed the expectation level of customer service. To liaise regularly with the Infrastructure Services Manager and all IT department staff to ensure a holistic approach to customer service. Strategic To contribute to, refine and implement the School s IT Strategic Plan, working in conjunction with other Team members. To define, refine and regularly review all Client Services related policies in relation to the School s IT Strategic Plan. To project manage new Client Services implementations as required. To deliver these projects within budget, on time and to specification. Tactical To liaise with the Director of ICT in relation to all developments and improvements to Client Services. To report any issues to the Director of ICT in relation to Client Services in a timely and efficient manner. To work closely with the Director of ICT in the evaluation, selection, acquisition and implementation of appropriate IT solutions in accordance with the School s IT Strategic Plan.

3 Operational To ensure that defined Client Services operate effectively at all times, in accordance with published Service Level Agreements. To monitor defined Client Services and to resolve issues on an ad hoc basis (providing updates to the user community where applicable). To improve the efficiency and effectiveness of Client Services where applicable. To ensure the provision, either personally or through team members, of 1 st, 2 nd and 3 rd line support where necessary to the user community. To document policies and procedures as required. To ensure that security of Client Services is maintained at all times. To liaise with internal customers and external suppliers as needed. To develop professional relationships with preferred external suppliers. To evaluate supplier performance on an ad hoc basis. Technical To work closely with the ICT Infrastructure Services Manager to ensure security of the school s network, both internally and externally. To ensure a consistent Standard Operating Environment (SOE) for school end user systems. To manage the development, maintenance, control and deployment of images on the school network. To manage the development, maintenance, control and deployment of user policies on the school network. To manage networked printing devices on the school network. To ensure that appropriate licence agreements in relation to the use of software in the school are in place. To maintain an asset register for all technology purchases (hardware, software and peripherals). To assist in special projects as dictated by the Director of ICT. To ensure that staff and student access to software, internet and is appropriately monitored and controlled. To assist in the documentation of policy and procedures as dictated by the Director of ICT. Staff To professionally develop any direct reports. To ensure operational levels of staffing are maintained at all times in accordance with the School s operational requirements. To encourage staff to maintain a high level of interest in technical developments related to their field of expertise. To communicate effectively with the Infrastructure Services Team and Client Services Team. The post holder s responsibility for promoting and safeguarding the welfare of children and young persons for whom s/he is responsible, or with whom s/he comes into contact will be to adhere to and ensure compliance with the School s Child Protection Policy Statement at all times. If, in the course of carrying out the duties of the post the post holder becomes aware of any actual or potential risks to the safety or welfare of children in the school s/he must report any concerns to his/her Line Manager or the School s Child Protection Officer.

4 ICT Client Services Team Leader PERSON SPECIFICATION The selection of candidates for short-listing will be based on this specification and candidates should bear this in mind when preparing their application and completing the application form ATTRIBUTES ESSENTIAL DESIRABLE QUALIFICATIONS Evidence of professional MCSE (Microsoft Certified System development; Engineer) Completion of undergraduate degree in Information Technology, Information Systems or Computer Science; ECDL / CLAIT or equivalent; ITIL certification; SPECIALIST SKILLS & EXPERIENCE PERSONAL QUALITIES Previous experience in an ICT Client Services role. Excellent working knowledge of WindowsXP and Windows7 Excellent working knowledge of Microsoft Office. Strong experience using imaging tools, ideally FOG or GHOST Excellent written and verbal communication skills for dealing with staff and pupils. Clean driving licence. Excellent attention to detail. Logical thinker with good time management skills. Friendly with a sense of humour Ability to take the initiative and work flexibly. Confident team player. BCS membership Previous experience in a team leader role, ideally in the education sector. Knowledge and experience of Sharepoint or equivalent Virtual Learning Environment. Knowledge and experience of application virtualization, ideally using App-V. Knowledge and experience in Apple Mac environments. This position is subject to ENHANCED clearance with the Disclosure & Barring Service in the event of a successful application. Copies of the School s Code of Practice and Policy on the Recruitment of Ex-Offenders is available from the Personnel Department.

5 ICT Client Services Team Leader IT Service Centre ADDENDUM TO TERMS AND CONDITIONS OF EMPLOYMENT (Full Particulars of Terms of Employment will be provided on appointment) Hours of work:. Salary: Holidays: Probation: Pension: Retirement: Notice period: Benefits: 9 am to 5 pm Monday Friday (plus occasional weekend call-out duties on a rota basis) To be discussed at interview, dependant upon qualifications and experience. a) 28 days per year (calculated pro rata for the first 12 months) including all Bank Holidays (unless they fall within term time, e.g. May Day when a day and a half may be taken in lieu) to be taken in liaison with the Director of ICT b) 2 additional days of privilege leave may be taken in liaison with the Director of ICT c) Non Bank Holidays over the Christmas period from Christmas Eve to 31st December inclusive. As b) and c) are discretionary leave they do not form part of your contractual entitlement and so will not be paid if not taken in the event that you leave the School during the holiday year. Up to 2 years, although a review will be held after 3 months Eligible to join the Support Staff contributory pension scheme on commencement of employment, subject to certain conditions. The School does not operate a normal retirement age and therefore you will not be compulsorily retired on reaching a particular age. However, you can choose to voluntarily retire whenever you wish, provided you give the School the required period of notice of termination of your employment. One month during probation and 2 months thereafter Lunch available free of charge in the Dining Hall Subsidised Sports Centre membership Membership of Harrow School Golf Club at subsidized rates Membership of Harrow Lawn Tennis Club at reduced rates 10% discount on cash purchases from Works Department 10% discount on cash purchases from School Bookshop Child care voucher scheme March 2013