ICT Support Manager

Post: ICT Support Manager

Grade: Senior Executive Officer NJC SCP 23-26                       

Operational Unit: ICT Department

Responsible: Principal

Line Management: ICT Co-ordinator

Responsible for:  ICT Support Staff

Job Purpose

The postholder is an ICT specialist with the responsibility for the provision of an efficient and effective ICT support infrastructure.  He/she will ensure continuity and availability of ICT services throughout the school.  The postholder will assist the ICT Co-ordinator in the development and implementation of ICT systems to support all subject departments within the school.

Key Result areas

Administer and provide support in the management of the units and its processes in relation to

1  Technical support

The postholder will be required to manage on a day-to-day basis the provision of direct ICT support to all school computer use

He /she will

• Liaise with users in the establishment and implementation of changing requirements and to ensure the ongoing accuracy, effectiveness and availability of ICT systems according to their needs;

• Implement and manage the day-to-day Technical Help Desk, monitoring fault levels, co-ordinating problem solving and management issues, allocation, escalation and reporting, to ensure a high level of support is provided to all computer users;

• Provide management reports on the level and quality of ICT support according to the particular type of user or group within the school;

• Develop, manage and co-ordinate a school wide intranet and provide technical support for the school web site;

• Develop and implement procedures and processes by which the school delivers the ICT support service throughout the ICT department to all computer users in the school; provide advice to others in the ICT department in the specialist area of technical/networks/applications;

• Assist in the planning, co-ordination and delivery of training to members of the ICT department and to all computer users in the school.

2    Systems Management and Support

The postholder will be required to support a range of ICT systems/platforms/networks to ensure minimum down-time and to provide a system support infrastructure to the school, to enable effective and efficient delivery of ICT activities

He/she will

• Carry out detailed examinations of existing computer systems;

• Assist with the prioritization of work requests;

• Assist in monitoring and analyzing the performance of ICT systems (technical/network/software) by carrying out detailed examinations of existing systems to assess the systems effective functionality;

• Administer the main ICT infrastructure system to ensure effective performance and delivery of key systems direct to users;

• Advise on ICT maintenance requirements

• Maintain the accuracy, integrity, availability and security of the school’s information and ICT resources;

• Specify, plan and implement new upgrades to the school’s ICT systems including hardware and software aspects and where appropriate, undertake the installation and establish and maintain links between all school computer users;

• Specify and co-ordinate the installation of new and replacement cabling infrastructures within the school;

• Assist in the development and testing of contingency plans to ensure continuity and availability of ICT services within the school

3    Introduction of new systems/project management

The postholder will be required to liaise with users and serve on teams to introduce effective new systems.

• Assist in the development and implementation of new ICT systems (e.g. LOT 3 etc)

• Assist in the supporting, planning and managing the co-ordination of the technical aspects associated with the implementation of new ICT systems;

• Manage the new project or stage within the project including the planning, identification of activities and resources, controlling, reporting, procurement, implementation where it is appropriate to do so;

• Apply the appropriate analytical methodology e.g. SSADM etc;

• Analyse, design and develop ICT systems as and when required;

• Analyse ICT solutions and, where necessary, carry out required modifications or enhancements;

• Develop detailed operating procedures and systems documentation;

• Serve on teams within the school or in the Education Authority participating in projects required by the Principal

4    Contract Management

He/she will

• Assess value for money in terms in hardware/software/systems and provide advice to the Principal on ICT expenditure

• Liaise with external suppliers in respect of work undertaken through maintenance contracts;

• Assist in the monitoring an evaluation of work of external service providers;

• Assist in the co-ordination, problem solving and change management issues associated with technical and communication issues;

• Assist in developing and managing the processes used by the school in the payment for various technical and communications services;

• Assist in the preparation of material used in school discussions/negotiations with suppliers/contractors and to participate in those discussions.

5   Standards, Quality and Security

He/she will

• Assist in the formulation and implementation of technical and communications standards appropriate to the needs of the school;

• Assist in the development and implementation of security systems (e.g. firewalls, anti-virus software, e-mail scanning, profiling etc) and ensure that they are being effective;

• Oversee and make recommendations about the security and health and safety issues in relation to ICT equipment within the school;

• Assist in monitoring the services provided by external suppliers and communicate through the appropriate communication channels any breach of agreed performance and security standards;

• Carry out a detailed risk assessment of all computer systems in the school;

• Develop an ongoing testing of the school’s ICT Contingency Plan

6   User Support

He/she will

§  Provide ICT technical support, guidance and advice to users;

§  Provide training to users in the use of the school\s system;

§  Provide user system documentation;

§  Assist with the development of all ICT related policies in the school e.g. Acceptable Internet Use;

§  Liaise with the Education Authority ICT Unit, C2k, CCEA, software/hardware suppliers on behalf of the school;

§  Attend school meetings as required by the Principal e.g., SMT, ICT core team; represent the school as appropriate at external meetings, conferences etc as directed by the Principal.

7  Supervision

He/she will

§  Supervise the day-to-day work allocation of subordinate staff and set targets; be responsible for planning and co-ordinating the quantity and quality of work; identify training needs of subordinate staff and provide same;

§  Initiate any disciplinary action to subordinate staff as required.

8   Professional Development

He/she will

§  Attend seminars, conferences, exhibitions and training courses as directed;

§  Read and evaluate3computer literature, journals, websites and manuals;

§  Liaise with Education Authority, C2k, and external computer companies.

Evaluated: 16/02/2006

File Ref: 006/06

The following are essential criteria which will initially be measured at the shortlisting stage and which may also be further explored during the interview/selection stage.  You should therefore make it clear on your application form how, and to what extent you meet these criteria. Failure to do so may result in you not being shortlisted.

The following are additional essential criteria which will be measured during the interview/selection stage.

Some or all of the desirable criteria may be applied by the Selection Panel in order to determine a manageable pool of candidates. Desirable criteria will be applied in the order listed. You should make it clear on your application form how, and to what extent you meet the desirable criteria, as failure to do so may result in you not being shortlisted.