This is an exciting new role within the Information Systems (IS) Office in the Northern Ireland Assembly.
As an ICT Service Desk Manager, you will provide the technical lead for the ICT Service Desk, managing the small team of IT specialists supporting Assembly Members, Party Support and Secretariat staff in Parliament Buildings, as well as MLA constituency offices located throughout Northern Ireland.
Your day-to-day role:
- Lead and manage a small team of IT specialists, setting goals and performance targets and evaluating staff performance.
- Develop the team to ensure that appropriate technical skill and competency levels are achieved and maintained.
- Provide advice, guidance and challenge on issues within your area of responsibility.
- Deliver excellent ICT services by developing a customer focused culture within your team.
- Build and maintain effective relationships with key stakeholders, for example, MLAs, Party Support staff and senior managers in the Assembly Secretariat.
- Manage a very demanding and wide-ranging workload of competing priorities, often to be completed within tight deadlines.
- Day to day management of the Assembly ICT Service Desk function:
- Responsible for the operational management of call assignments within the Service Desk team and to other parts of IS Office as appropriate.
- Diagnosing and resolving user’s technical issues and problems effectively and efficiently.
- Identifying and analysing complex technical issues, and helping to find appropriate solutions including consulting specialists where required.
- Classifying and prioritising problems, documenting their causes and implementing remedies and preventative measures.
- Ensuring that the call logging and inventory systems are fit for purpose and are used effectively and efficiently by the team.
- Ensuring support for existing and emerging ICT services, including providing technical advice to project teams.
- Development and maintenance of standard Windows 10 device configurations to ensure the security and integrity of Assembly information systems and services.
- Patching and updating operating systems and other software and liaising with the Infrastructure team to ensure that appropriate cyber security measures are in place.
- Design and lead new initiatives and implement operational changes in services.
- Identifying and researching relevant new technologies to enhance the operational effectiveness of the Service Desk.
You must have:
Applicants for the post of ICT Service Desk Manager must, by the closing date for applications, be in possession of a Bachelor’s (or higher) Degree in Computing or other discipline relevant to Information Systems / Information Technology*
AND
At least 3 years’ post qualification experience of working in a challenging ICT Service Desk environment that involved supporting a diverse and demanding range of at least 500 customers in a wide range of technologies to include all of the following:
(a) Managing and maintaining Microsoft Active Directory
(b) Managing and maintaining Microsoft Systems Centre Configuration Manager (SCCM) version 2012 or later
(c) Support of Microsoft Windows 8.1 or Windows 10 based desktop equipment.
OR
2. At least 5 years’ experience of working in a challenging ICT Service Desk environment that involved supporting a diverse and demanding range of at least 500 customers in a wide range of technologies to include all of the following:
(a) Managing and maintaining Microsoft Active Directory
(b) Managing and maintaining Microsoft Systems Centre Configuration Manager (SCCM) version 2012 or later
(c) Support of Microsoft Windows 8.1 or Windows 10 based desktop equipment.
* Only those courses with a computing content of 50% or more will be considered and applicants must provide full details on the application form of how the content of the course meets this requirement.
We offer:
- A competitive salary.
- 25 days annual leave (plus 12 public and privilege holidays).
- Immediate enrolment into the Civil Service Pension Scheme.
- Family-friendly policies.
- Continuous professional and personal development opportunities.
- Sustainable travel initiatives.
- Learn more about our employee benefits here: https://niarecruitment.org/benefits/
Salary Range: £35,046 – £36,097 per annum (under review)
For more information and to apply, visit our website: niarecruitment.org
Closing date: 12 noon Friday 24 January 2020
AN EQUAL OPPORTUNITIES EMPLOYER
