1906 - IT Technical Manager

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Posted: 05/02/2019 09:29
Start Date: Not Available
Salary: £33,419
Location: Dale Street
Level: Technical
Deadline: 28/02/2019 12:00
Hours: 37.00
Benefits: Company Pension Scheme, Flexi-time working, Employee Assistance Programme, Travel Loan and Childcare Voucher Scheme
Job Type: Established [A]

Can you please ensure you attach a CV and covering letter as one document.

Please note we reserve the right to withdraw a vacancy prior to the closing date subject to the number of applications received.

Purpose of the role:

To manage the provision of technical IT support, management and development. This will cover the following technologies :Desktop environment, Intel Server  environments, Telecoms environments, Front of House Interactives and Audio Visual environments and supported Local Area and Wide Area Networks.

Key tasks:

Under the general direction of the Head of IS, this position is responsible for the day-to-day management of IT support (including FOH) for NML.

This includes managing the support of desktop IT provision, telephone systems, and networks and central computer systems, this is achieved through the support and technical teams. The post-holder will also contribute to the creation, maintenance and implementation of annual IT Development Plans, standards, policies, codes of practice, etc. and will also have some degree of responsibility for managing budgets. Additionally, the role will be involved at all stages of IT infrastructure development projects but with primary responsibility for ensuring successful implementation.

Although a key aspect of the post is staff management and development, this is very much a hands-on management position requiring a high level of technical knowledge and an ability to apply this knowledge to daily tasks and innovative solutions.

Duties & Responsibilities:

Broken down into the following categories (not all categories may apply).

  1. Relationships
  • To manage the IS support and technical teams to deliver a high quality IS support services to NML in accordance with agreed SLAs; improving system reliability and performance, driving down unplanned outages to deliver a high stability infrastructure.
  • To engage with third party suppliers when necessary to deliver FOH IT solutions
  • To keep the Head of Department informed of any developments, opportunities for improvement and issues relating to aspects of IT support, at the earliest possible opportunity.
  • To represent IS and NML both internally and externally at all levels in relation to the application of IT, both from an Infrastructure, support and FOH perspective.
  • Liaise and consult with representatives from suppliers and consultants on all matters relating to the use of IT within NML.
  • To manage the provision of IT support services on a day-to-day basis. This involves supervising the work of the support team; taking responsibility for making informed day-to-day operational decisions; negotiating deals with suppliers; and ensuring that adequate procedural documentation exists and remains up to date for all areas of operation.
  • To improve customer perception by providing a high level of customer service and encouraging good practice in others.
  • To manage the central point of communication between fix groups and customers for customer support or incidents that fail (or potentially will fail) to meet the defined service level agreements. Relaying information and updates to customers during outages as well as fielding incoming calls
  • Ensure any unforeseen/exceptional events/issues should be escalated and acted upon immediately, keeping all members of department and relevant customers informed.
  • To participate in assigned projects, ensuring project plans are maintained and relevant tasks are delivered to plan, or any discrepancies are escalated to the relevant person.
  • To assemble and lead project teams, including third parties where necessary, to deliver IS projects.
  1. Representation                                                                              
  • Internal - Junior to senior management – providing specialist advice, leading/attending multi-discipline project teams, discussing IS needs, maintaining relationships, communicating and explaining the IS activity
  • External - Middle/Senior management equivalent - representing NML externally at a wide range of forums including suppliers (negotiation of orders, resolution of problems, etc), attending conferences, explaining requirements and negotiating terms, discussing performance, identifying and coordinating external partners and suppliers to work on NML IS projects
  1. Problem solving and decision making
  • To manage technical solutions and support for the Desktop and Intel Server environments, Local Area and Wide Area Network, telecoms provision and FOH IT solutions.  Ensuring the provision is consistent, of a high standard and complies with SLAs agreed with the organisation to meet NML needs.
  • To manage the provision of first level support for helpdesk calls and change requests submitted to the IS helpdesk, for resolution within set SLA’s. Including co-ordination of the resources to meet defined service level agreements.
  • To develop, review and monitor the operation of Service Level Agreements within the NMU and to ensure that the section performs in accordance with those agreements.
  • To design, implement, develop and support local and wide area data networks throughout NML. This involves taking appropriate action to ensure that all networks operate effectively and reliably and to ensure that security procedures are adequate. To recommend and, where funding permits, carry out improvements to the network infrastructure.
  • Manage the IT infrastructure provision, ensuring the security and integrity of the network and systems is maintained and monitored.  Including virus protection is kept up-to-date, scheduled activities, including backups, are completed successfully, in line with SLA.
  • To ensure that the appropriate 3rd party maintenance contracts are in place to meet relevant SLAs agreed with the customer base
  • Ensure all necessary disaster recovery process and procedures are in place, in agreement with the Head of IS and the organisation, to give the necessary level of support. This should cover Desktop and Intel Server environments, Local Area and Wide Area Network and telecoms and be regularly (at least annually) tested.
  • Ensure that standards are set for the provision of Desktop, Laptop computers, FOH solutions and user devices.
  • Ensure that all networks, telecoms and equipment (including FOH solutions), as well as relevant processes and procedures, are fully documented, and kept up-to-date, including full asset inventories for all IT equipment, network diagrams, configuration details, complete IP address database, software licences and details of change made, patches applied, etc.
  • Lead process improvement initiatives within the Service Support team.
  • To ensure that the agreed Change management processes are followed to reduce unplanned outages.
  • To ensure that performance statistics are gathered in accordance with agreed processes and these are analysed to identify any underlying problems affecting reliability and performance and hence apply solutions.
  • To accurately cost solutions, including total cost of ownership, prepare reports and analysis of solutions, and to present the case to the Head of IS. 
  1. Staff Management
  • Management responsibility for 7 staff all direct reports at Pay Bands 4 & 5
  • To effectively manage the IT Support and Technical teams. To conduct appraisal reviews, establish Forward Job Plans, review training requirements, and prepare and complete forms on time.
  • To conduct regular liaison meeting with members of staff and to hold regular (e.g. weekly) section meetings.
  • Assist with the supervision of volunteers and work placement students, undertaking periodic appraisal and facilitating their training in association with IS staff and NML’s Volunteer Coordinator.
  1. Resource management
    • To assist with the management of the IT and telephone budgets and make any reasonable procurement decisions which may be necessary.
    • To monitor expenditure on IT equipment from all other departmental budgets.
    • To ensure that all orders are processed in accordance with Finance Department guidelines and to ensure that invoices are approved for payment without undue delay. 
  • To engage with third party suppliers when necessary to deliver FOH IT solutions
  • To represent IS and NML both internally and externally at all levels in relation to the application of IT, both from an Infrastructure, support and FOH perspective.
  • Liaise and consult with representatives from suppliers and consultants on all matters relating to the use of IT within NML.
  • To engage with third party suppliers when necessary to ensure order delivery and problem resolution within SLA
    • To assemble and lead project teams, including third parties where necessary, to deliver IS projects
  1. Expertise/Specialist Knowledge
  • Strong understanding of the technologies deployed and implemented within NML
  • Strong analytical and problem solving skills
  • Project management skills
  • Microsoft Desktop & Network Operating systems, including MS Windows Server 2010 or later, Active Directory.
  • Networking knowledge, preferably including wireless networking, TCP/IP, DHCP, DNS and WINS, Firewalls 
  • Intel Server & Microsoft Applications – particularly Office and Email solutions, preferably Ms Exchange 2010 or later
  • Understanding of Infrastructure processes
  • Understanding of voice communications & telephone systems
  1. Strategic Influence
  • Working with the Head of Department and other senior members of the team in the development, maintenance, and implementation of strategies, standards, procedures and codes of practice including key documents such as the IT Service Continuity Plan and the IT Policies and Procedures.
  • To aid Head of IS in constructing and maintaining long-term strategies to support all business requirements
  • To stay abreast of technologies and report on new technologies as appropriate
  • To work with the Head of IS to develop standards, procedures and Codes of Practice for the usage of NML’s telephone and IT systems with the aim of ensuring that systems are used properly and effectively, and that proper procedures are in place in areas such as virus prevention, network usage and security, internal communications, disaster planning and recovery, and Internet usage.
  • To analyse trends and recommend actions to the Head of IS for managing growth.
  • To ensure that the IS Infrastructure provides a reliable service at the required performance levels to enable uninterrupted business working and enable business units and departments to fulfil their business objectives
  • Working to Industry “best practices”, to deliver high quality solutions around internationally agreed standards / protocols. 
  1. Freedom to act
  • To manage technical solutions and support for the Desktop and Intel Server environments, Local Area and Wide Area Network, telecoms provision and FOH IT solutions.  Ensuring the provision is consistent, of a high standard and complies with SLAs agreed with the organisation to meet NML needs.
  • To manage the provision of first level support for helpdesk calls and change requests submitted to the IS helpdesk, for resolution within set SLA’s. Including co-ordination of the resources to meet defined service level agreements.
  • To develop, review and monitor the operation of Service Level Agreements within the NMU and to ensure that the section performs in accordance with those agreements.
  • To manage the licensing of software throughout the organisation, ensuring that good operational procedures are in place to verify the legal standing of NML.
  • To design, implement, develop and support local and wide area data networks throughout NML. This involves taking appropriate action to ensure that all networks operate effectively and reliably and to ensure that security procedures are adequate. To recommend and, where funding permits, carry out improvements to the network infrastructure.
  • Manage the IT infrastructure provision, ensuring the security and integrity of the network and systems is maintained and monitored.  Including virus protection is kept up-to-date, scheduled activities, including backups, are completed successfully, in line with SLA.
  • Ensure all necessary disaster recovery process and procedures are in place, in agreement with the Head of IS and the organisation, to give the necessary level of support. This should cover Desktop and Intel Server environments, Local Area and Wide Area Network and telecoms and be regularly (at least annually) tested.
  • Lead process improvement initiatives within the Service Support team.
  • To ensure that performance statistics are gathered in accordance with agreed processes and these are analysed to identify any underlying problems affecting reliability and performance and hence apply solutions.
  • To ensure that the IS Infrastructure provides a reliable service at the required performance levels to enable uninterrupted business working and enable business units and departments to fulfil their business objectives
  1. Other
  • Adhere to National Museums Liverpool’s Health and Safety Policies and Procedures, National Museums Liverpool’s access and Safeguarding policy as well as other appropriate practices and guidelines.
  • Develop NML’s commitment to Equality and Diversity and promote non-discriminatory practices in all aspects of work undertaken.
  • A commitment to adhere to the standards expected of all public services as defined by the HM Treasury publication “Managing Public Money”. Those standards are honesty, impartiality, accountability, openness, accuracy, reliability, transparency, objectivity, integrity and fairness. These standards should be carried out in the spirit of, as well as the letter of, the law; in the public interest; to high ethical standards and achieving value for money
  • Prepare written reports and other documentation in a timely and proficient manner as may be required.
  • Undertake additional duties, as required, from time to time.
  • Undertake training and development courses and programmes, as required.
  • Show the highest integrity and confidentiality in the pursuance of these duties.
  • Deputise for the Head of IS in matters relating to support issues.

The details contained in this job description reflect the content of this job at the date of being prepared.  It is however possible that over time the nature of the job will change.  Consequently National Museums Liverpool will expect to revise this job description from time to time and will consult with the post holder at the appropriate time.

 

 

Essential

Desirable

Qualifications

  • Educated to degree level 

 

 

X

Experience

  • Minimum 5 years IT experience 
  • Mimimum 3 years Networking experience, preferably including wireless networking, TCP/IP, DHCP, DNS and WINS, Firewalls 

 

X

X

 

Knowledge, skills and abilities

  • Strong understanding of the technologies deployed and implemented within NML

 

  • Strong analytical and problem solving skills

 

  • Project management skills

 

  • Microsoft Desktop & Network Operating systems, including MS Windows Server 2010 or later, Active Directory.

 

  • Intel Server & Microsoft Applications – particularly Office and Email solutions, preferably Ms Exchange 2010 or later

 

  • Understanding of Infrastructure processes

 

  • Understanding of voice communications & telephone systems

 

  • To prepare written reports and other documentation in a timely and proficient manner as may be required.

 

X

 

 

 

 

X

 

X

 

 

 

X

 

 

 

 

X

 

 

 

 

 

X

 

 

X

 

X



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