Job Description

IT Network Manager

The role is to manage the day-to-day operation of the ICT environment for the customer as part of a wider managed service team.

The team's function will be to provide staff and student support for all aspects of the ICT infrastructure, including Servers, Storage, Networking, Wireless, Telephony, Client Devices and Software.

The job includes managing the current onsite and ICT Technician and apprentice.

Key Responsibilities:

To be responsible for the Onsite IT Support team functions for the customer.

To work as part of the ICT Managed Services team who are together accountable to deliver an effective ICT Managed Service.

To assist the Service Delivery Manager, when required, in the compilation of monthly reporting to manage, track and trend the effective delivery of services to the College.

To work with the ICT Managed Service team to overcome any regular or recurring issues.

Reporting relevant data and information to the Service Delivery Manager where required.

To be responsible for the development and execution of the ICT systems/service work plans, and individual work plans for team members.

To manage and help develop the ICT Technicians through training, mentoring and support, ensuring that the team is sufficiently skilled for the smooth running of the IT system.

To work collaboratively with teaching and learning and business support to understand their ongoing technology requirements to support in the development of the IT Strategy and ongoing operational planning and management.

To be responsible for helping with the IT budget creation and management, ensuring the internal procurement process is followed for all purchases.

To provide an effective communications interface between the Customer and the various groups within ICT Managed Service provider.

Work with the Service Delivery Manager to identify beneficial changes to IT systems or processes to improve performance/availability/reliability or reduce costs.

To support the Service Delivery Manager in the development and execution of the customer's ICT strategy.

To implement all actions, recommendations, and remedial work as a result of internal or external ICT audits.

Systems Availability

To ensure that the Customer's computer systems are available to support learning, teaching and administration, unless otherwise agreed through planned maintenance periods or change controls, in line with the Service Level Agreement (SLA).

Ensure that essential maintenance is accurately planned and any disruption to availability is scheduled in agreement with the Customer under agreed change windows.

Create a regular maintenance schedule that considers the requirements of all systems,

coordinating with the Customer's calendar to manage updates and downtime.

To ensure that all reasonable steps are taken to ensure the security and stability of the IT systems, including training users on the effective use of software i.e., identifying unsafe emails.

To ensure the accurate configuration of the network monitoring tool to monitor all critical services and, where possible, configuring self-healing tasks to resolve issues before they impact on availability.

Ensure that accurate procedure for backup, archive, recovery, and general system maintenance are in place, including testing backups and reporting status to the Company and Customer.

Service Level Agreement

Ensure that all tickets are processed accurately and managed through to completion within the allotted SLA.

Ensure that all tickets are prioritised based on their impact on learning and teaching.

Work with the Service Delivery Manager to identify any SLA failures and implement processes to prevent future reoccurrence.

Accountable and responsible for delivering day-to-day IT support to all users and addressing any on-going or recurring issues affecting service.

Documentation & Change Management

Ensure the agreed documentation is complete, accurate and maintained for all systems and made available to the Customer and ICT Managed Service provider.

Ensure a complete and accurate asset inventory is maintained for all IT hardware and software, including licence details.

Implement and manage a Configuration Management Database to assist with change requests, minimising disruption to the service.

Ensure all changes to the IT systems are accurately planned and costed before presenting to the Change Advisory Board for approval.

Work with third parties as required for new installations, upgrades or escalations.

To ensure all problems identified whilst performing Service Desk duties are recorded and updated on the helpdesk system so the user is kept fully up to date with the status of each on-going incident and problem.

Support of Teaching and Learning

To act as a key point of contact for staff to discuss IT related curriculum changes and developments in IT that can benefit learning.

To assist with the delivery of pre-booked resources to the relevant location on time.

To manage, where required, the booking system for resources such as laptop trollies, re- assigning resources as required to minimise movement of equipment around the building.

To support the ICT Technician with first- and second-line tasks to always provide the customer with outstanding service.

Other

To ensure full compliance with internal helpdesk policies.

To complete ad-hoc duties and tasks allocated by line management from time to time.

To complete additional ad-hoc and scheduled project work, as required.

Key Skills/Experience:

At least 3-5 Years relevant experience.

Excellent working knowledge of MS Office 365 and Microsoft Server Operating Systems

Veeam and other 3rd party backup technologies

Virtualisation technologies including VMWare and Hyper-V

VLANs and VPN configuration

Server-based client services (Active Directory, DHCP, DNS, NPS, GPO's)

PowerShell scripting

SAN technologies

Server & Infrastructure hardware

Understanding of Firewalls

Understanding of Safeguarding Filtering solutions, Lightspeed, Smoothwall. SafetyNet

Desirable Criteria:

VMWare Certifications

Microsoft Server / Desktop Certifications

ITIL Foundation v3 or at least an understanding of ITIL and its importance in the world of IT.

Interpersonal and communications skills

Excellent verbal and written communication skills

Pro-active approach to work

Ability to communicate complex technical issues to non-technical users

Able to work unsupervised using your own initiative

Willingness to keep abreast of new developments in software and hardware

Full clean UK driving licence (desirable)

Be committed to working as part of a cohesive, supportive and forward-thinking team which has a shared vision to

Raise student attainment so that all students successfully progress through the school to further and higher education and quality employment

Place the College and its facilities and resources at the heart of the community it serves.

Model the highest professional standards to students in all aspects of the role

Ensure that the personal and social development of students results in responsible and active citizens graduating from the College

In collaboration with others, review the impact of actions taken and respond accordingly

Play a role in the effective implementation of the school's safeguarding and equal

opportunities policies

Pay: 38,000.00-39,000.00 per year

Requirement to have and maintain an enhanced DBS check.

Full time / permanent / onsite

Job Types: Full-time, Permanent

Pay: 38,000.00-39,000.00 per year

Benefits:

Company pension Cycle to work scheme Health & wellbeing programme Life insurance On-site parking
Work Location: In person