JOB DESCRIPTION

OVERALL PURPOSE OF JOB

Coordination of the delivery of ICT support and project ICT rollouts to IWA’s ICT end users, which have a strategic organisational impact, within tight time, financial and resource constraints. The successful candidate will be working in a highly visible leadership role within the ICT function managing the Service Desk team which operates in a fast paced and rapidly changing service delivery environment. This role requires prioritisation and real time allocation to ICT team members of support requests using the ICT Service Desk system to ensure that all support requests are correctly prioritised and closed within the shortest practicable timeframe.

LIAISE WITH

The ICT Service Desk Team Leader will foster a close working relationship with the ICT Infrastructure and Systems Manager and ICT Projects Support Lead in planning and coordinating the work of the ICT Service Desk team in delivery of ICT projects to end users. He/she will also manage key relationships with business users of ICT systems to ensure that the service provided by the ICT Service Desk function meets their needs for ICT support in a supportive, timely and effective manner.

MAIN RESPONSIBILITIES

·         Leadership of ICT Service Desk team members including allocation of work, supervision and on-the-job training, monitoring of results, individual performance management, staff training/ development and mentoring

·         Prioritisation, allocation and monitoring of Service Desk jobs

·         Fostering an open, approachable and communicative approach to ensure that the ICT Service Desk team adopt a consistently customer service focussed, supportive and proactive approach in their dealings with end users

·         Provide various ongoing metrics to IWA management on the status of project implementation, systems status and service desk call volumes/ patterns

·         Project management activities including coordinating the implementation of ICT Infrastructure and Systems projects which are assigned to the Service desk team

·         Ongoing development and enhancement of internal ICT tools used by the ICT Service Desk team including remote portals and service desk software, knowledge bases and service desk call histories to ensure these continue meet the changing requirements of IWA

·         Support and provide cover for the ICT Infrastructure & Systems Manager in administration of key ICT infrastructure systems and hardware

·         Adopt a proactive approach to identifying and addressing any threat to the performance, security, or stability of IWA systems, infrastructure and resources

·         Contribute to the on-going development of ICT policies and procedures

·         Day to day account management of various key relationships with ICT vendors

·         To assist with any other responsibilities and duties as determined by the Head of ICT & Procurement

PERSON SPECIFICATION

Training, Experience and Qualifications

·         A formal academic qualification and/or professional certifications relevant to ICT support/service delivery required (e.g. ITIL, Networking or Microsoft Certification in ICT)

·         2-3 years of staff management experience in highly pressurised environment is required

·         Strong background in project management with proven track record in the delivery of strategic ICT projects is required. A formal certification such as PMI or Prince 2 would be an advantage.

·         Background in ICT procurement and liaison with external vendor account managers and teams is desirable.

Knowledge and Skills

·         Excellent and wide-ranging experience in trouble-shooting, maintenance and repair of Microsoft Windows personal computers and servers, managing and deploying a range of networking/infrastructure components, PC imaging software, Microsoft Office, Anti-Virus Software, Encryption software Microsoft Active Directory and Exchange, Virtual Private Networks and Wi-Fi is required.

·         Proficiency in the administration of current generation of Microsoft cloud products including Office 365, Dynamics CRM and SharePoint.

·         Strong knowledge of telecommunications systems and technology including SIP telephony, VOIP and PBX phone systems, mobile phone operating systems (especially Windows Phone 8.1/10).

·         Knowledge of current generation database, reporting and data integration tools including SQL Server, SQL Server Reporting Services, Crystal Reports, PowerBI, Web Services or other similar platforms would be an advantage.

Behaviours

·         Strong customer service focus and a high level of interpersonal and communication skills.

·         The ability to work as part of a team and work on own initiative 

·         Be of good character

Remuneration and Benefits:

·         Salary commensurate to qualifications and experience

·         Excellent working conditions

·         A commitment to the on-going training and development of all employees

·         25 days annual leave

·         Pension scheme and group VHI

·         Employee Assistance Programme

This job description is a guide to the general range of duties and is not intended to be either restrictive or definitive and may be subject to periodic review.