Head of Technical Support

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Our IT Department has undergone a radical transformation. IT now executes a mixture of on-premise, Cloud and 3rd party sourced IT services, in a an entirely new and modern IT infrastructure that utilises the latest network, desktop and server infrastructure technologies. They include Windows 7 & 8, Microsoft O365,, RDP, Powershell, Active Directory, Exchange, vCloud / Remote Access Tools ,Analytics, SCCM, UMS, SQL, Cisco, Mittel, Wi-Fi, Web Services and core and departmental applications

The Role

A proven motivator and inspirer, your technical project management skills will be first-class, as will your ability to prioritise and organise your workload and your team’s. A high level of technical knowledge is essential, as you will be expected to address a broad range of IT issues and provide consultancy to IT colleagues, business colleagues, 3rd parties and projects.

Responsible for executing the Technical Support strategy and tactics to improve the IT service, user experience and satisfaction with the IT Service Desk, implementing effective monitoring and mitigations to avoid outages, providing performance reports to senior management, delivery and provision of IT technical support across a broad range of technologies, 3rd party liaison for applications and other infrastructure support, disaster recovery plans and overseeing the provision, effectiveness and monitoring of IT security solutions and managing a small team of staff.

Key tasks

- Develop and lead the Technical Support Strategy and operate as an intelligent advocate for business areas to inform business and IT Strategy and plans

- Manage the service desk function, day to day technical operations, service level agreements and IT oversight of all 3rd party IT contracts across NCIs, ensuring a high level of service to users and that service reviews are conducted where appropriate

- Lead IT incident, problem and service request management and consider and suggest technical options to meet user requirements efficiently, and/or with greater reusability

- Responsible for managing, implementing and delivering the desktop, applications and infrastructure support plans, undertaking and maintaining some monthly maintenance and owning and publishing the forward schedule of change

- Ensuring security incidents, issues and risks are raised, assigned accordingly, monitored, managed and resolved in a timely fashion

- Responsible for ensuring the Disaster Recovery Plan is active and updated accordingly

Person Specification

- ITIL Foundation certificate

- Industry standard qualifications in IT services

- Contributing to IT Strategy and operating as an intelligent IT business partner to inform business and IT Strategy and plans

- Demonstrable experience in IT Industry and of IT security standards

- High level of technical knowledge to address a range of issues and provide consultancy to IT and other colleagues

- Leading small technical teams to deliver a high level of customer service within budget and performance targets

To apply, please click APPLY,

Closing date: Monday 16th May, 2016

Interviews: To be confirmed

Note: Please be advised that we cannot offer Visa Sponsorship and that you must have right to work status to apply or be considered for this role. If you are non UK/EU National, you must have an appropriate working Visa to undertake employment.

As holders of the Two Ticks symbol, we are committed to taking action to improve the employment, training and career development of disabled people. We will guarantee an interview to anyone with a disability whose application meets all the essential criteria.

A disability is defined as a 'physical or mental impairment which has a substantial and long-term adverse effect on a person's ability to carry out normal day-to-day activities and must be expected to last for 12 months or more.'