Job Details

Job Title: Technical Services Manager
Responsible to: Head of ICT
Responsible for: Circa 24 full time permanent staff and 1 part-time, of which directly responsible for 5 in terms of line management and SRD.

Functional links with:

Regular

• Other ICT Services colleagues
• Other Heads of Service
• Colleagues in other Directorates/Departments
• Suppliers of ICT equipment and software

Occasional

• Directors
• Members
• Other LG Bodies & ICT Professionals
• Herefordshire Partnership
• Professional bodies such as SOCITM

Job Description:

Main Purpose of job:

To lead, manage, direct and develop the team leaders of in the Technical Services Team having responsibility to the Head of ICT for the design, installation, security, management and maintenance of the Division’s ICT infrastructure (desktop, network components, servers, voice and specified databases), the provision of stable, secure and continuous services thereon, and the provision of ICT installations and support for specialist ICT software thereon.

To ensure the delivery of

• First class ICT services using strong people and project management skills
• Customer service targets over and above expected performance benchmarks
• Best value targets over and above expected performance benchmarks
  

Main Responsibilities / Accountabilities:

The jobholder will be expected to complete the responsibilities / accountabilities effectively.

• Management of 5 team leaders (circa 24 full time permanent and 1 part-time staff) including workload balancing, recruitment as authorised, staff review and development ensuring good behaviour and practices are recognised and rewarded, the identification of new service improvement opportunities and other relevant activities in line with professional best practices and internal Council policies
• Responsible to the Head of Service for the development and maintenance of the ICT technical infrastructure vision/strategy to support the Council and for the positive communication of that vision/strategy to clients both internal and external to the Authority
• Ensure delivery of effective and secure technical support (including voice and data networks, database management, desktop infrastructure, technical security and technical change management) to all Council clients in line with corporate information security and ICT guidelines, as well as all ICT Services’ standards and procedures
• Ensure the secure processing of the Council’s central computer systems (Reality) data such as that created and used within the Authority’s financial ledgers, the Revenues and Benefits systems and other business critical systems.
• Create and securely administer data and system backups for use when computer systems fail and for information security and audit purposes
• Monitoring of annual departmental budget of circa £1.5m, including monthly reporting to Head of Service and Finance Team Leader and for ensuring that best value is identified, developed and monitored with respect to the total cost of ownership of the Authority’s technical infrastructure
• Proactively contribute to the ICT Services management team in terms of regular professional input to personnel management, training and development plans, service planning, the development of Service Level Agreements, quality initiatives and ICT Services policies and procedures

Job Activities:

The jobholder will be expected to complete the responsibilities / accountabilities effectively.

• Ensure the effective management, maintenance and development of high availability, stable voice, data network and desktop services for the Council including public access terminals and schools, in line with agreed strategy and work plans, and to agreed service levels : Daily
• Provide operating system and infrastructural technical support services across all Council ICT hardware/firmware platforms (e.g. SUN, Novell, Microsoft and others) : Daily
• Provide professional, strategic technical advise to other Directorates/Departments & Council partner or client organisations : As required
• Represent ICT Services and the Council on Authority/Partner programmes in terms of technical evaluations, recommendations and presentation thereof as requested by Head of Service : As requested
• Provide a database administration service for Oracle, SQL Server and other Council database platforms in line with Corporate Information Policy : Daily
• Define desktop infrastructural and integration strategy and the policies and procedures which will apply : Daily
• Provide a technical configuration management service across all platforms to include asset management and professional up-to-date documentation : Daily
• Provide a technical configuration management service across all platforms to include asset management and professional up-to-date documentation : Daily
• To provide and administer the corporate data security framework (including firewall and anti-virus software) and secure access methods to the Council’s computer facilities, this to include on-going review and update to the procedures for user account administration and Internet access : Daily
• Provide and administer change/release control functions for all Council systems and networks making extensive use of industry best practice : Daily
• Ensure that timely capacity planning activities are undertaken in all areas where ICT growth is a consideration, principal areas being the Council’s networks and infrastructure, this to include all test and staging environments : Daily
• Ensure that timely capacity planning activities are undertaken in all areas where ICT growth is a consideration, principal areas being the Council’s networks and infrastructure, this to include all test and staging environments : Daily
• Develop and maintain an ICT technical disaster recovery plan and associated procedures, as well as to regularly test its effectiveness within the framework agreed with Directorates/Department & internal audit : As required
• Liase with suppliers and potential suppliers and to build sound working relationships : Daily
• Liase with other ICT professionals in both the public and private sectors to ensure a strong network for the development of best practice ICT advise to the Council : On going
• Ensure time recording is up to date for all staff enabling accurate and timely billing of activities : Weekly
• Ensure per head income and contribution targets are achieved in compliance with all legal and Council financial practices and policies : Monthly
• Integrate performance management concepts into all aspects of technical services operations and provide timely and accurate performance information : Daily
• Provide and manage central computer data print and print distribution service : Daily
• Ensure all staff log calls with and utilise helpdesk systems to ensure issues are clearly owned, resolved and can be accurately reported on : Daily
• Contribute to cross departmental meetings and ensure information cascade is effective for staff and management alike : As required
• Monitor staff budget and produce required management/client reports complying with the Councils financial guidelines at all times. Ensure all financial, quality and performance targets are met : Weekly
• Recruit, appraise, develop and retain staff in line with the Council’s staff development and personnel guidelines : As required
• Contribute regularly, professional and on a range of matters both technical and non technical to ICT Services management team as a team member : As requested
• Ensure service procedures are developed, documented, updated and communicated to all relevant staff on an ongoing basis : Daily
• Engage in specific projects as requested by Head of Service : As required
• Monitor performance of all Computer Systems. Take remedial action upon unsatisfactory performance : As required
• Specify and monitor ICT infrastructure/voice support contracts in cooperation with the ICT procurement function : Daily
• Contribute to ICT projects such as the moving in or out/combining of diverse computer systems into the central data centre : As required
• Comply with the Authority’s Financial, ICT, Security and Personnel policies and related procedures and Departmental guidelines : Daily

Other information:

This is a new post within the Council and as such the duties and responsibilities attached to the post are difficult to define in their entirety therefore may vary from time to time without changing the general character of the duties or level of responsibility entailed.

The post holder is therefore expected to undertake such other duties as may be requested provided the general character of the duties or level of responsibility does not change.

Skills

Essential:

• Minimum 5 years successful experience of people management including recruitment, staff development and training and leadership in a technical environment
• Minimum 5 years experience managing major system developments within the framework of a recognised development methodology
• Minimum 5 years managing a diverse team of technical staff in a diverse ICT environment
• Recent proven experience of personally developing, commissioning, and managing projects within the framework of a formal systems development methodology
• Minimum 5 years experience in undertaking all necessary duties concerning ICT business continuity and disaster recovery, including planning a multi platform environment
• Minimum 3 years experience of business planning and income modelling, performance targets, their definition and monitoring
• Minimum 5 years experience in undertaking all necessary duties concerning ICT information security
• Minimum 5 years experience of working with and to Service Level Agreements
• Minimum 5 years proven knowledge and experience of leading a customer focused services organisation with a clear track record of year on year performance improvement

Desirable:

• Good understanding of the local government and legislative context in which services operate
• Minimum 5 years concurrent experience of:
  • Workload management
  • Workload management
  • WAN/LAN voice and data solutions
  • Microsoft, Novell, Linux, and UNIX operating systems
  • WAN/LAN protocols
  • MS Exchange
  • Database solutions
  • Configuration management
  • Data security, backup and restore operations
  • Anti-virus solutions
  • Change control
  • Capacity planning
  • Business Continuity planning
  • Technical research and development
  • Helpdesk operations
  • Technical project management
  • Documentation
  • Consultancy

Qualifications and Training:

Essential:

• Minimum degree level education in an ICT or engineering related subject
• Formal project management qualification (e.g. Prince 2 Practitioner)
• Professional Management qualification
• Demonstrable knowledge of BS7799 and ISO 9001 standards
• Formal training in staff recruitment, review and development
• Membership of professional body such as SOCITM
• MCP or MCSE
• CNA or CNE
• CCNA
• Formal certification and experience in customer services

Desirable:

• MS Windows 9x/NT/2000/2003
• Netware 5.x and NDS
• Solaris 2.6/7/8
• Exchange 5.5/2003
• Communication and team building skills training
• Facilitation skills
• Risk management

Skills and Attributes:

Essential:

• First class technical skills
• Ability to classify, plan, prioritise and manage own workload to meet strict deadlines and targets working under own initiative
• Ability to deliver timely and accurate technical advice
• Ability to communicate including presentation, report writing and facilitation skills to the highest standard
• Ability to effectively communicate, persuade, negotiate and motivate people at all levels
• Ability to work as part of a team either as a team lead or team member
• Proven ability to manage people, resources, information and a service
• Demonstrates role model behaviours, acting in a professional and responsible manner at all times
• Promotes learning and development enhancing current performance and facilitating career development
• Creative and innovative thinker
• Numeracy and financial management with recent proven ability to manage the finances of a technical operation effectively, ensuring best value is obtained
• Promotes and manages change as a means to secure continuous improvements
• Ability to exercise political awareness at all times
• Commitment to ensuring oppressive practices are effectively tackled, promoting positive recognition of differences, mutual respect and merit-based opportunity in line with the Council’s Diversity Policy

Desirable:

• Understanding of and commitment to both the Data Protection and Freedom of Information Acts

Other factors:

Essential:

• Able and willing to work to the exceptional demands of the businesses supported including out of hours from time to time
• Full driving license