UNIVRSITY OF LINCOLN JOB DSCRIPTION JOB TITL DPARTMNT LOCATION Service Desk Team Leader ICT Brayford Pool JOB NUMBR CS4047 GRAD 7 DAT June 2016 RPORTS TO Deputy Director of ICT CONTXT This ICT Department has a headcount of 80 with a budget of approximately 9m and is responsible for the provision and support of ICT services across all Departments and Colleges of the University. The effective and efficient operation of the numerous ICT services is critical to the success and continued operation of the University. Development of new and existing services and systems is required to support the achievement of the University objectives. JOB PURPOS This is a senior role that leads the ICT Service Desk; a small team that is part of a larger Technical Services Team. The post holder is expected to have a good understanding across a broad range of ICT disciplines and will actively contribute to the successful delivery of a number of high profile ICT services to the University community; contributing to the ongoing operation and development of the ICT support function. As the front face of ICT, staff on the Service Desk, which includes the front desk (walk in) and call centre, are expected to provide knowledgeable and professional advice to all University customers. Working according to predefined processes and procedures as well as under their own initiative to ensure timely resolutions to incidents and problems. The role holder will ensure timely and effective resolution to all incidents and the team will have oversight of any incident, problem or service request activities that have been assigned to other ICT team members in order to deliver a quality service within agreed Service Levels. The post holder will play a vital role in managing the relationship between the customer and 2nd/3rd line support The post holder will be directly responsible for the creation, delivery and ongoing continual improvement of the Service Desk. The post holder is required to supervise and mentor more junior members of the team to instil and re-inforce a customer service centric ethic within the team. The post holder will also contribute, as a respected adviser, and as part of a larger group, to the successful implementation of University initiatives and projects and help ensure effective transition into operational service. All work activities are expected to be carried out in line with University policies and procedures; helping to ensure system reliability, availability and performance. Page 1 of 8
KY RSPONSIBILITIS ASST CHANG, AND CONFIGURATION MANAGMNT Organises and presents sound information and advice on issues such as maintenance of hardware assets, licensing of software, and legal obligations such as compliance with the Data Protection Act. Promotes awareness of and commitment to IT asset control, configuration management and change management. Maintains familiarity with, and uses University standards for software and hardware asset management. Advises on how the functionality of the University Information Technology Service Management (ITSM) Tool can be leveraged to support asset management Assists with the production of schedules of requests for change (RFCs), ensuring accuracy and consistency of data, for managing changes to the live infrastructure. nsures the service desk team respond to queries from clients/users and contacts clients/users (for whom change management service is provided) to raise queries and provide information. Circulates change documentation to a defined distribution of customers. Liaises and communicates with customers in order to assess the impact of any changes and to disseminate information on changes to systems. Attends Change Advisory Boards (CABs) and Configuration Control Boards (CCB s) as a trusted and expert member to review changes. Uses the appropriate operating systems, hardware, tools and/or paper documents to maintain the configuration management system, including the configuration management database (CMDB). Develops and maintains the processes that support the activities of asset, change and configuration management Monitors and documents the reporting, investigation and outcome of all defects and problems reported against the CIs. nsures that necessary data is available for use by the problem management function and others carrying out investigations and ensuing actions. Maintains a document reference library, ensuring that current and archived versions of document CIs are available for reference by and/or loan to all authorised personnel. TAM LADRSHIP Carry out all administration and compliance requirements associated with the line management of individuals. In association with senior staff and service owners identify any strategic or individual training and development requirements. Conduct affective Personal Development Reviews through regular structured one-2-ones with team members. Consideration of individual welfare and pastoral care, include dispute and performance resolution. To motivate and enthuse staff. To ensure effective bi-directional communication; cascading key information to team members and ensuring important information is escalated to senior managers. Page 2 of 8
DOCUMNTATION AND CONTNT AUTHORING Working under their own initiative to gather and analyse information by handling actual products, reading technical specifications created by development staff and liaising with development and operational support staff. Takes initiative to develop a broad understanding of technical publication concepts, tools and methods and the way in which these are implemented. Owns and actively maintains the ITSM knowledgebase and FAQ s. To conduct regular reviews of the knowledgebase making appropriate recommendations to article owners and to ensure colleagues update articles that they own according to agreed schedules. Works with colleagues and customers to identify and create new sections of technical documentation and support literature. nsure changes to technical documentation are made in response to change control instructions and in line with change control procedures. Owns and actively contributes to the creation and ongoing development of the Services Desk processes and procedures. IT OPRATIONS nsures the Service Desk team carry out routine monitoring, logging and reporting tasks, taking defined action on simple problems. Reports and escalates unforeseen or exceptional events as required. nsures all associated administrative and clerical procedures are followed. Strictly follows all relevant instructions and procedures relating to malfunction, safety and security. Anticipate demand for Service Desk support and ensure appropriate staffing is provided to meet customer demand. SCURITY ADMINISTRATION The post holder will maintain, support and safeguard the security of University IT and other assets; ensuring confidentiality, integrity and availability. Will abide by the Acceptable Use Policy and other relevant security policies and procedures at all times. Assists users in defining their needs for new access rights and privileges. Operates and administers logical access controls relating to one or more platforms in order to provide continuous and secure access to information services. Provides advice and handles most enquiries relating to information security, contingency planning and other Page 3 of 8
related activities in line with University standards with reference to more senior staff for assistance as required. SRVIC LVL MANAGMNT nsure that customer satisfaction and the delivery of a quality service is embedded as a critical success factor within the team. Owns and, in collaboration with the Operations Manager, actively develops and maintains a suite of Service Level Agreements (SLA) and Operational Level Agreements (OLA). Working closely with the Service accountable people to ensure that agreements are realistic, measured and, where possible met. Uses the facilities of the tools and systems available to monitor and report on regular activities which are subject to the Service Level Management process and SLA or OLA such as job activity, transaction processing, network activity, database activity, etc. Uses sampling techniques, where appropriate, and statistical analysis to monitor irregular activities and trends which are subject to SLA OR OLA such as response times to service requests. Monitors, logs and reports on Service Delivery and conveys results to Customers and ICT Managers in an agreed format and timescale. Develop, monitor and report against Key Performance Indicators. Propose and implement changes to processes and procedures as part of a continual service improvement ethic. Lead regular review meetings between service providers and users. SRVIC DSK, INCIDNT AND PROBLM MANAGMNT nsure the team provides accurate and consistent advice to users on systems, products and services which are available to them. Responds to requests for support by providing information to enable incident resolution (first fix) where possible and promptly allocates unresolved calls to 2 nd and 3 rd line support as appropriate. Be the University ICT Incident Manager nsure the team provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis. Assists users in making more effective use of systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable. For all products, services and systems within the area of responsibility, demonstrates, provides information and guidance on updates, known errors, changes in availability, new facilities etc. Interprets technical or procedure manuals on behalf of non-technical users and provides routine guidance in normal usage of systems, products and services, providing information on the full range of capabilities. Identifies problems in systems and services, escalating the resolution to others and, on occasion, acting as the Problem Manager to identify root cause and implement a solution/workaround. nsures such incidents and problems are documented within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents. Page 4 of 8
Assists with the implementation of agreed remedies and preventative measures, in close liaison with the Service Desk, Change Management, Configuration Management and Asset Management functions. Supports service level management in monitoring the impact of problems on agreed service levels. Updating and producing highlight reports for managers and service accountable personnel as requested and reports and registers on defect/problem reporting data (e.g. data extracted from the configuration management system/known error database). Takes agreed actions relating to problem investigation and resolution within the allotted timescales. PROJCT MANAGMNT Within the scope of the Service Desk defines, documents and safely executes minors work packages; actively participating in all phases of the work. Identifies, assesses and manages risks to the success of the work package. Works with colleagues and other team leaders to develop estimated costs, timescales and resource requirements for the successful delivery of the work packages(s) to agreed terms of reference. Prepares and maintains realistic schedules and quality plans and tracks all activities against them. Following agreed procedures, record all work package related information in the University project management system and provide regular and accurate reports to senior management, and customers as appropriate. Monitors costs, timescales and resources used, and takes initiative if these are likely to deviate from agreed tolerances, referring and escalating as required to more senior colleagues TAM AND SRVIC IMPROVMNT Deputises for the Operations Manager when required. Works closely with the Operations Manager to set, implement and monitor service standards. Plays a proactive role in Continual Service Improvement Oversees the work of more junior members of the service desk team. Coaching and mentoring where required. Acts as a role model to inspire an excellent customer service ethic in others. MARKTING AND PROMOTION OF TH SRVIC DSK Presents a positive and helpful attitude at all times which reflects the professionalism of the Service Desk and ICT as a whole. To organise and participate in promotional events, such as Open Days, Welcome Week and Roadshows across the University to a range of University staff, students and visitors. Develop promotional material through traditional formats as well as through social media. Maintain user & customer awareness of ICT service availability and initiatives through various communication channels such as the Universities email system. To take a pro-active approach in all forums to raise the profile of the service desk within the ICT Department. Page 5 of 8
In addition to the above, undertake such duties as may reasonably be requested and that are commensurate with the nature and grade of the post. ADDITIONAL INFORMATION Internal Key working relationships/networks xternal Deputy Director of ICT Services ICT Operations Manager Infrastructure and Project Manager Service Owners Team Leaders Programme Management Office staff Information Systems staff Staff at all levels within the University Students Library Sector Organisations such as: JISC Software, hardware and service suppliers; including sales and technical support ICT staff in other institutions NorMan Service Desk Institute (SDI) Page 6 of 8
UNIVRSITY OF LINCOLN PRSON SPCIFICATION JOB TITL Service Desk Team Leader JOB NUMBR CS4047 Selection Criteria Qualifications: ssential () or Desirable (D) Where videnced Application (A) Interview (I) Presentation (P) References (R) Degree and/ or relevant experience D Industry qualifications and/ or proven experience xperience: Demonstrable relevant previous experience in IT and service delivery xperience of providing sound design solutions to complex issues xperience of working in a large, challenging multi-site environment Proven record of delivering results within a given timescale xperience of working in a service delivery environment xperience of managing a team xperience of working within large complex programmes and projects D I I,R Knowledge of the H sector Skills and Knowledge: Computer literate across a broad range of disciplines xcellent written and verbal communication skills Project Management skills xcellent problem analysis and creative solving skills Supplier Relationship Skills Knowledge of service delivery frameworks and methodologies Competencies and Personal Attributes: D D D Positive and open in communication I/P Credibility and integrity I/P Initiative and confidence A/I/P Page 7 of 8
Analytical in approach to acquiring knowledge and information Ability to build collaborative working networks Commitment to service quality I A/I A/I Business Requirements: Able to travel between campuses, to suppliers, other partner locations and sites as required D A/I Able to work flexibly as and when required in accordance with the needs of the University A/I ssential Requirements are those, without which, a candidate would not be able to do the job. Desirable Requirements are those which would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements. Author IM HRBA CW Page 8 of 8