IT Support Manager

Job Description

George Watsons College wishes to appoint an IT Service Support Manager to work as part of a vibrant 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 Service 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 strong leadershipskills, a wide 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 or implemented IT Service Management.The successful candidate will work as part of the IT Management Team and support the delivery of our future strategy.APPLICATION PROCESSTo apply, please include a letter of application of not more than 800 words giving us more information about you and why you would like the role, addressed to Miss Karen McPhillips, Head of IT Services.Closing date: Noon on Tuesday 29 November 2022Interviews are scheduled to take place on Thursday 8 December 2022.Package DescriptionLocation: George Watsons College, EdinburghContract Type: 38.75 hours per week, PermanentSalary: GWC Grade 6, £40,805 - £45,935 (Based on 36.25 hours per week, 52 weeks per year). This equates to £43,619 - £49,102 for 38.75 hours per week.Benefits: Seven weeks annual leave (two to be taken at Christmas and New Year, automatic enrolment in the contributory support staff defined contribution pension scheme, reduced school fees at George Watsons College for children of staff,Membership of the Galleon Club (the schools fitness club)Main ResponsibilitiesFor full details of the main responsibilities, please refer to the job description.The Ideal CandidateEssential Criteria:

• HNC/D Computing related qualification or higher
• ITIL Foundation and Practitioner - formal training, knowledge and application.
• 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 JIRA