IT Area Manager

This role involves operational management of IT staff and campus IT-related issues for their assigned area. You will be expected to ensure your assigned areas are well run, provide excellent customer support, manage all IT-related assets, and assist in monitoring the IT security landscape.

They will be responsible for the day-to-day management of IT Technicians, campus infrastructure, and implementation of IT systems across their campuses. Responsibilities will include using Microsoft Defender and Panda AD 360 Endpoint Protection reporting to ensure campus hardware is secure, and all assets managed appropriately.

ROLE and RESPONSIBILITIES:

Monitor the work of the technicians:

Responsible for the day-to-day management and development of IT Technicians, reviewing applications, and interviewing appropriate staff.

Act as a mentor for the IT Apprentices.

Responsible for the allocation of work of IT technicians within their area of responsibility.

Responsible for appropriate coverage of staff to meet the needs of the campus (day, evening and weekend coverage).

Ensure each campus IT department within their area meets KPIs.

Providing expert IT advice on departmental projects, including integration of new company systems.

Work effectively, professionally, and collaboratively with other members of the IT teams and other business areas.

Ensure the installation and configuration of computer hardware, operating systems, and applications are carried out by the team efficiently and effectively.

Work across the global teams on their campuses to ensure infrastructure and systems are in place to deliver high-quality IT solutions across the business.

Campus Infrastructure - ongoing and new campus kitting out within their area:

Working with the Head of IT Operations, planning hardware/software installation requirements, liaising with Procurement, Facilities, and SLT.

Where required, work with third-party suppliers to arrange broadband, cabling, Wi-Fi, firewall, hardware (TV, classrooms), and printer installation.

Regular visits to each campus.

Ensure appropriate hardware (e.g. laptops, monitors) on each campus.

Liaise with business managers to ensure IT facilities fit for purpose on each campus.

System Security:

Responsibility for staff account setup where required, including the creation of student accounts for new intakes.

Responsibility for the creation of student ID cards.

Monitoring of Microsoft Defender security console. Follow best practice guidelines in ensuring the security and privacy of networks and computer systems.

Monitor End Point Security reports to ensure all IT equipment is covered appropriately.

Ensure all records/logs of loan equipment, repairs and fixes, and maintenance schedules are up to date.

Technical Support

Troubleshoot, diagnose problems, implement corrective action procedures within prescribed guidelines, and/or escalate to other technical resources as appropriate.

Be third-level point of contact for IT Technicians to aid in troubleshooting and the diagnosis of problems.

Aiding in the use of computer hardware and software provided by GBS. To be able to perform tests and evaluations on new software and hardware.

Providing technical support in moving and setting up of Audio Visual and IT equipment as required.

Performing one-to-one computer training on technology when necessary.

Providing support with password issues.

ESSENTIAL SKILLS and EXPERIENCE:

Dynamic, enthusiastic, self-motivated individual with excellent organisation skills.

Demonstrable work experience in a complex medium to large organisation.

Previous experience of leadership and managing staff.

HND or above equivalent in Information Communications Technology, Computer Science, or computer-related qualifications; or demonstrable experience of relevant IT support experience.

Substantial experience of installation and support of hardware and software programmes (including networks).

A high degree of computer literacy with strong analytical and problem-solving.

Demonstrate a strong ownership ethos and accountability of IT infrastructure.

Excellent communication and interpersonal skills.

Effective negotiation and persuasion skills.

Full UK driving licence.

KEY RESULT AREAS:

Drive continuous process improvement and project management.

Resolve and support employee of stakeholder queries.

Accountability for all escalation of complaints and issues from both staff and students

Perform all necessary staff management processes in a timely manner.