Contract type:Contract Permanent
Telephone:0151 478 0001
IT Technical Manager
We currently have the post(s) of IT Technical Manager available.
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.
Under the general direction of the Head of IS, this position is responsible for the day-to-day management of IT support (including Front of House) 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).
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.
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
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-da