Description
Manage the day-to-day operation and delivery of customer facing ICT services for the College, including, but not limited to, the provisioning of the ICT helpdesk, asset management and replacement programmes, undertaking staff and budget management, business planning, in order to ensure that service provision is fit for purpose and meets College needs, aims and objectives.
Main Responsibilities and Duties:
1. Manage the day to day operation of and be accountable for the quality of service provided by ICT customer facing support staff across the College, developing the service, establishing, setting and driving quality improvements, monitoring and managing external contracts, promoting and implementing innovative and best practice techniques, managing and setting key performance indicators for the continued and sustained improvement of service delivery covering short, medium and long term planning and objectives for the department.
2. Manage, review and develop the ICT helpdesk function for the College, overseeing the production and update of documentation, processes and procedures for fault resolution, system implementation etc., ensuring the provision of the appropriate support and maintenance response to logged calls for requests for service in accordance with set SLAs, KPIs, MLPs etc. This will include analysing helpdesk information and ICT needs to deliver a proactive frontline service for the college.
3. Work closely with suppliers, contractors, technology partners, colleagues, senior management and internal customers to resolve complex issues quickly and to a high standard, acting as the highest point of contact for escalated frontline support customer services issues and complaints.
4. Manage ICT client facing projects for the College as required, working in collaboration with the ICT Business Analyst, undertake project management, co-ordinating the delivery of project work, managing the allocation and distribution of resources, in order to ensure that standards are met and objectives are realised.
5. Manage, review and develop asset management and hardware replacement plans and resources, ensuring that all such plans can be effectively and successfully implemented in accordance with specified timescales, in order to minimise the disruption to College activities. This will include ensuring that all associated documentation and relevant contracts with external suppliers are in place and up to date.
6. Ensure that all departmental activity and services fully comply with all relevant College policies, procedures and processes and relevant legislation such as GDPR.
7. Lead a designated team of staff, undertaking recruitment, selection, absence management and 1-2-1s, taking responsibility for allocation of duties, training, managing and monitoring individual and team workloads, discipline, absence management, development, time keeping, approval of annual leave etc., and the cost effective use of overtime and time off in lieu for staff, ensuring full compliance with relevant college policies and procedures at all times.
8. Support with the management of the departmental budget, monitoring expenditure, forecasting future budgetary requirements, ensuring that all financial transactions comply with College financial policies, processes and procedures. This will include ensuring that all purchases and contracted services comply with College and legislative guidance, process and procedures.
9. Manage the business planning process for the department, taking account of line manager guidance, College priorities and objectives, data analysis, sector trends, technological change and the impact on both human, financial and physical resources, assisting with the production of any consultation papers that may be required in the case of staff reductions, producing reports and providing updated on targets as required.
Application Requirements
To ensure compliance with safeguarding guidelines, all applicants must complete the application form in full. This includes providing:
* A full employment history from the time you left full-time education, with details of any gaps in employment explained.
* Information on all relevant education and qualifications.
Please note, incomplete applications will not be considered. Your co-operation helps us maintain the highest standards of safety and care for children and young people.
Benefits
Click here to view MidKent College benefits.
A GOOD local College for Maidstone and Medway
Every year over 6000 students from Medway, Maidstone and beyond choose MidKent College to continue their studies and prepare for their future career.
Our sparkling campuses in Maidstone and Medway boast some of the best vocational training facilities in the country as well as staff and student social zones and more. Our University Centre Maidstone campus provides a valuable higher education and professional training centre for Maidstone, including South East Institute of Technology and the College's Home Energy Centre. Additionally, in September 2024 we proudly opened Medway School of Arts in Chatham's Historic Dockyard.
All of our campuses benefit from ongoing investment programmes so that we can provide fantastic learning environments for our students.
For over 100 years we've been providing high-quality technical training and apprenticeships in a range of subject areas.
In October 2024 Ofsted rated the College as 'Good'.
Commitment to Safeguarding
We are committed to the safeguarding of all our students and staff. This means everyone who works here is required to actively protect them from preventable harm. Our recruitment and selection process includes background checks which will be undertaken on the successful applicant, including an enhanced DBS, and in your application you are required to demonstrate how you meet the Colleges requirements on safeguarding.
The background checks will be carried-out in accordance with the Disclosure and Barring Service (DBS) Code of Practice. The DBS helps employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable groups, including children. We operate in accordance with the DBS Code of Conduct and Privacy Policy. You can access both of these documents at https://www.midkent.ac.uk/about-us/policy-and-privacy-information
MidKent College is committed to safeguarding and the Prevent Agenda and to promoting the welfare of children and we expect all staff to share this commitment. MKC complies fully with the Disclosure and Barring Service (DBS) Code of Practice regarding the correct handling, storage, retention and disposal of Disclosures and Disclosure information, and undertakes not to discriminate unfairly against any subject of a disclosure on the basis of a conviction or other information revealed.
Since the post for which you are applying may involve unsupervised access to children and vulnerable adults, it will be exempt from the provisions of the Rehabilitation of Offenders Act 1974 and amendments to the Exceptions Order 1975, 2013 and 2020. It is an offence to apply for this role if you are barred from engaging in regulated activity relevant to children or young people. Candidates who are preliminarily offered a position for such posts will be required to disclose details, cautions (including final warnings or reprimands), or convictions which are not "protected" as defined by the Exceptions Order 1975, 2013 and 2020 or any other matters that may be relevant to their suitability to work for the College including sanctions relating to work with children in any country outside of the UK.
Please note that the College is unable to consider an application further if the candidate declines to complete the Disclosure form.
Commitment to Equal Opportunities
As a proud user of the disability confident scheme the College is committed to equal opportunities and celebrates the diversity of staff and students. As part of our commitment to the scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for a vacancy.
We welcome applications from anyone wishing to work flexibly and those considering a return to work from a career break.
Important Notice for Applicants: Multi-Factor Authentication (MFA) Requirement
To ensure the security of our college systems and protect personal / sensitive information, all staff are now required to use Multi-Factor Authentication (MFA) should your application be successful. This mandated security measure helps reduce the risk of unauthorised access aligned to our cyber security requirements.
Should your application be successful, MFA can be enabled using the Microsoft Authenticator app on your personal or college mobile device. Alternatively, you may request a YubiKey, a physical security key that plugs into your allocated laptop or desktop.