The post holder will:
* Supervise the delivery of services to customers and end users through one or more of the University IT service access points, including customer service, technical, financial and quality aspects. You will be a recognised point of reference within the University for IT services.
* Supervise the operational running of the Service Desk, acting as point of escalation for the Advisors, deputising for the Service Desk Manager, representing the Service Desk at operational meetings and impact assessing changes and transitions affecting the Service Desk.
* Carry out or supervise the completion of a range of documented routine tasks, ensuring appropriate records are maintained.
* Delegate and plan workload according to priority and individual abilities, agreeing clear objectives, and monitoring team activity to achieve agreed levels of service.
* Contribute to continual service improvement, identifying opportunities for improvement by understanding customers current and future needs, and proposals for consideration.
* Undertake monitoring and provide regularly and timely management information, for use in service performance management and service improvement, recognising and interpreting trends. Convey service information, producing and delivering presentations, reports and other documentation to inform a range of technical and non-technical audiences.
* Lead the diagnosis and options for resolution of hardware and software incidents of medium complexity. Respond to escalations in a timely fashion, managing investigation of service affecting incidents and problems of medium complexity, liaising with and updating customers throughout the investigation.
* Understand and explore customer needs, adapting the service provision accordingly.
* Manage channels of communication with customers and end users, ensuring that messages are appropriate for their intended audience, delivered at an appropriate time, and contain clear unambiguous content.
* Provide input to internal policy and business planning at operational levels through participation in relevant University groups and other forum.
* Create and maintain support documentation, ensuring processes and procedures for supported services are available and in an appropriate format for those providing support.
* Work effectively within a team, providing mentoring and motivation for team members, and building relationships with members of University IT and others to ensure high quality services are provided at the required point of contact according to business needs.
* Participate in any projects to grade and/or skill set.
* Identify skills and training required personally and by those you supervise for delivery of services to meet agreed levels of service, providing guidance and training as appropriate.
* Maintain awareness of developments in IT so that you can understand the risks and implications for service delivery.
* Carry out some duties associated with a more senior role for developmental purposes or for a more junior role for operational reasons.
* Perform other duties occasionally which are not included above, but which will be consistent with the role.
Where the role requires staff management and leadership the following responsibilities will also apply:
* Be ultimately responsible for development and pastoral care and welfare of the staff under the line-management of the role holder including objective setting, appraisal, performance review and training. Be the escalation point for welfare issues, initiating appropriate action and involving relevant people where necessary, dealing with such matters by following standard University welfare procedures.
* Ensure that staff for whom the role holder is responsible operate appropriate risk assessments and operating procedures and are compliant with all University procedures and policies.
Person Specification
Essential Criteria
* Experience of supporting and troubleshooting common IT hardware, software applications, and operating system in a customer focused IT environment.
* Understanding of ITIL Service Operation processes and procedures (Incident Management, Problem Management, Request Fulfilment).
* Proven ability to communicate with both technical and non-technical audiences at all levels, through presentations, interpersonal skills, and clear written documents.
* Ability to supervise a team through clarifying and agreeing objectives, including the ability to prioritise, plan, and delegate tasks and to work to deadlines.
* Ability to be pro-active when dealing with requests for assistance, whilst remaining calm and work effectively under pressure.
* Evidence of competency through the process of identifying, acquiring, and applying new skills, and a willingness to undertake training of others on standard procedures/processes.
* Evidence of developing, maintaining and adhering to documented procedures and processes for support purposes.
* Equipped to manage the resolution of incidents and problems.
* Evidence of contribution to the shaping of developments through active participation in teams and groups.
Desirable Criteria
* Direct University IT experience and / or other public sector experience but ideally with some non-public service sector exposure
* Foundation qualification in ITIL, or similar.
Additional Information
Standard Expectations
As an employee of Cardiff University the post holder will:
* Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
* Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University's Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer
Salary Range Min.
33,951
Salary Range Max.
36,636
Job Category
Information Technology
Grade
Grade 5