Lead Support Technician

Job description

Job responsibilities

Ensure work allocation, workload, and tasks are appropriately and fairly distributed throughout the team, with emphasis on making sure that staff are adequately skilled to respond and to monitor progression.

Contribute to the upkeep and maintenance of our ITSM tool. Monitor and provide detail reports on performance against key performance indicators, metrics, and targets to demonstrate service performance and delivery within the Tier 2 support team, highlighting areas at risk with corrective actions plans, areas requiring further development by creating and maintaining a skills matrix to assist in organisational learning. Responsible for communicating complicated, technical IT issues to non-technical staff or suppliers.

Work on multi-functional projects implementing any changes as appropriate.

Person Specification

QUALIFICATIONS

• Post Graduate qualification or equivalent or relevant experience.

• Degree or equivalent qualification in an IT related subject.
• ITIL Foundation Certificate.

EXPERIENCE

• Extensive technical background in an IT support role
• Multi-tasking ability required to deal with multiple incidents awaiting resolution.
• Strong knowledge of IT hardware and software.
• Previous experience of hardware diagnostics.
• Asset management experience
• Good working knowledge of a wide range of IT Skills - Server and PC Environment, including Microsoft Office Packages, Microsoft SCCM and Office 365 products
• Experience in troubleshoot Active Directory, GPOs, DNS, and DHCP issues.
• Experience in supervising a team
• Working experience of Incident and Problem Management.
• Ability to prioritise own work and that of others.

• Experience of working in an NHS organisation.
• Experience of technical refresh.
• Management of project workstreams /small - medium sized projects
• Public sector procurement
• A knowledge of LAN, WAN, IP telephony and wireless network infrastructure
• Experience in service continuity / disaster recovery planning

SKILLS

• Strong communication skills both written and verbal - able to communicate complex and sensitive information and use persuasion, influencing and negotiation.
• To concentrate for long periods when dealing with complex technical issues which may be interrupted.
• Ability to work and make decisions autonomously. Strong analytical and problem solving skills
• Ability to communicate system and technical issues to a variety of staff at different levels within the organisation.
• Ability to communicate system and technical issues to a variety of staff at different levels within the organisation
• Ability to analyse situations / information to identify and resolve a range of problems
• Plan tasks and activities which may require adjustment due to variable workload / interruptions
• Ability to use own initiative, coach individuals
• Ability to organise and prioritise own workload and that of others and adjust plans as required both in the short and long term.
• Ability to embrace and drive change.
• Able to work flexibly to meet the demands of the role.
• Well presented, flexible, positive, resilient, methodical, team player

• Ability to think creatively.

KNOWLEDGE

• Excellent working knowledge of supporting a Microsoft Windows 10 environment.
• Microsoft Office 365.
• Working knowledge of Microsoft Active Directory.
• Knowledge and understanding of SLAs & priorities.
• Incident Escalation and Queue Management.
• Managing a small technical team.
• ITIL Incident Management process.
• Good understanding of change management.
• Performance reporting.
• Demonstrable knowledge of service improvements and project management.

• Knowledge of the working practices of NHS Trusts.
• NHS Applications.
• Financial procedures including budgetary management.

VALUES

• Ability to demonstrate the organisational values and behaviours

OTHER

• Office based role with the need for travel to Christie managed sites as necessary.
• Ability to participate in out- of hours on-call Rota as required
• Ability to undertake shift working including out-of- hours, weekend, and Public Holidays.
• Able to move computer equipment around the Trust.

• Evidence of continuing professional and personal development.
• Driving Licence / Car Owner.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

The Christie NHS FT

Address

IT ICT - E00387

Manchester

M20 4BX

Employer's website

https://www.christie.nhs.uk/