IT Service Manager: Secondary

Job Description

We are looking to appoint an IT Service Manager to join our Central Team, supporting secondary sites in Thurrock and Havering.The successful candidate will cover the following academies: Harris Academy Chafford Hundred Harris Academy Riverside Harris AcademyOckendon Harris Academy RainhamThe IT Service Manager will be an escalation point for day to day desktop support issues, providing high-quality IT assistance to the academies in your care. You will also work with the Academy Senior Leadership teams (SLT),IT Technicians and the Central ICT Team to ensure that centrally hosted IT services are delivered, maintained and supported in accordance with existing SLAs. About UsThe Harris Federation is a leading education charity with 51 Harris primary and secondaryacademies across London and Essex. The founder, Chairman and sponsor of the Harris Federation, Lord Harris of Peckham, opened our first school in 1990. We now educate some 38,000 young people and closing the gap between children from disadvantaged backgroundsand their peers has always been a core mission. The Harris Federation has a track record of accomplishment in achieving success through rapid school improvement and has built an unrivalled reputation for running outstanding academies in London. Our centralteam comprises of a dedicated, driven group of departments working centrally to provide support across the Federation and all of our academies. Across a multitude of key departments, we maintain an outstanding body of staff all integral to supporting centraland academy finance, HR, Data, Estates management, Talent and many more. We look for dedicated experts in their fields to support the. If you are a committed leader in your role and would like to join the administration and operational development of a highlysuccessful multi-academy trust, then this may be the opportunity for you.Main Areas of ResponsibilityYour main areas of responsibility will be:Incident, Request and Problem Management To provide high-quality technical support, advice and guidance to the staffand students at the Academies in your care. To ensure that all Academy IT support needs are logged appropriately on the Service Management system. To ensure that Academy IT support tickets are resolved within the target resolution time as dictated by the SLA.To retain ownership of escalated IT support tickets and ensure local staff are regularly informed of the status of their ticket. To re-route or escalate IT support tickets to the appropriate team and work with 3rd line support, Project Managers and the relevantstakeholders to achieve resolution. To identify and implement workarounds for desktop related problems and document these within the Knowledge Base. Identify recurring IT incidents and perform root cause analysis to identify the underlying cause. CoordinateIncident tracking efforts and notification to Customers through the service desk; maintain regular communications with the appropriate local staff until Incident resolution. Raise Change Requests (RFCs) as necessary to implement permanent solutions and preventfuture incidents occurring. Notify the key contacts within the Academies in your care upon detection of a major incident affecting the delivery or operation of any centrally hosted service.Service Support Manage and coordinate the support efforts of the localIT Technicians at the academies in your care. Be an escalation point for complex IT issues, where a higher level of knowledge, skill, experience and permissions are required to achieve resolution. Provide day to day support for systems or services in eachAcademy (Access Control, CCTV etc.), either remotely or during site visits. Assist with the imaging, deployment and maintenance of Windows 10 PCs, Laptops, Tablets, iPads and related endpoint devices. Assist with the installation, configuration and maintenanceof computer peripheral equipment multifunctional printers, Interactive whiteboards (IWBs) and Projectors, ensuring that this hardware is regularly tested and ready for use when required. Assist with the installation and testing of new software and softwareupdates / upgrades, always ensuring compliance with software licensing regulations. To install, configure and maintain VoIP telephones. Ensure the anti-virus software is correctly installed, updated and maintained on all workstations and servers.Qualifications& ExperienceThe successful candidate will: Be a confident communicator at all levels, with excellent spoken and written communication skills. Be self-motivated, with a can-do attitude and a strong commitment to delivering results. Have the ability to self-manage,organise, prioritise and work under pressure during troubleshooting and problem-solving. Demonstrate a track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality in a fast-paced, constantly changingenvironment. Be flexible, adaptable and capable of handling the various pressures and demands associated with this highly customer-focussed ICT support role. Have good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and otherdesktop-related software products. Have excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving. e able to react quickly and effectively to issues and opportunities.This is not a complete list of responsibilitiesand should be read in conjunction with the full job description and person specification provided in the Job Pack.Next StepsIf you have any questions about this opportunity, please contact .uk to arrange a conversation with the Head of Service Delivery.Beforeapplying, please download the Job Pack for full details on the job responsibilities and person specification. You will need this when completing your application.Please note: we may hold interviews as and when applications are received and we reserve the rightto offer to a candidate prior to the closing date. We only accept applications submitted online via our careers website and which are completed before the closing deadline. With this in mind, we encourage you to apply as soon as possible and advise you checkthe job information as per the listing on our careers site.Rewards & BenefitsOur people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre.We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level to senior leadership.We look for talented individuals who share our vision for creating exceptional places of learning, andare committed to ensuring that every child in London has access to the best possible education.In addition to the opportunities for career progression, training and development, we also offer a competitive rewards and benefi