| Yêu cầu |
- Required Skills (Should be able to)
- Service Delivery
- Ensure service delivery by established service level agreements.
- Program the schedule of operational tasks to ensure stable and secure applications and IT infrastructure.
- Manage the costs and budget according to internal procedures and external constraints.
- Identify the optimum number of people required to resource the operational management of the IS infrastructure.
- User Support
- Manage the support process and is accountable for ensuring the operation meets agreed service levels.
- Plan resourcing of the service desk to meet defined service levels.
- Develop customer support policies, procedures, and standards.
- Ensure rigorous application of information security/information assurance policies, principles, and practices in delivering customer support services.
- Monitor solutions outcomes and customer satisfaction.
- Problem Management
- Provide leadership and be accountable for the problem management process.
- Schedule and ensure well-trained people, tools, and diagnostic equipment are available to manage emergency incidents.
- Monitor the progress of issues through the cycle and communicate effectively.
- Deploy a knowledge system based on the recurrence of common errors.
- Demonstrate a depth of expertise to anticipate critical component failure and make provision for recovery with minimum downtime.
- Construct escalation procedures to ensure appropriate resources can be applied to each incident.
- Best Practice Processes, Tools and Methods
- Identify and lead the introduction of relevant best practice processes, tools, and models.
- Promote the adoption of best practice processes, tools, and models.
- Provide advice, coaching, and technical support to embed best practice processes, tools, and models.
- Evaluate the effectiveness of best practice processes, tools, and models in specialism.
- Communication and knowledge sharing
- Convey complex messages and issues clearly and credibly.
- Use a mix of communication methods to promote shared understanding across diverse audiences.
- Use persuasive logic to win support or change views.
- Deliver complex/unpopular messages with clarity and diplomacy.
- Leadership and Teamwork
- Build commitment to a shared vision for delivering excellent customer service.
- Support others to make decisions independently and take the lead in their expertise.
- Win through your performance, trust, and support for your leadership.
- Create an environment where team members consistently push to improve performance and productivity.
- Recognize shared objectives and priorities and work cooperatively with colleagues to achieve them, putting them before personal preferences and goals.
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| Chi tiết công việc |
- Implement and manage IT services adhering to industry best practices, such as ITIL principles and methods.
- Oversee the service desk operations, ensuring effective problem resolution and user support.
- Establish and maintain a network of technical experts and specialists.
- Develop and standardize Service Level Agreement (SLA) templates, and negotiate complex SLAs with stakeholders.
- Track and manage IT issues, serving as an escalation point for users of IT infrastructure services.
- Foster a culture of service excellence, advocating for continuous improvement in service management strategies.
- Stay abreast of emerging technologies and educational trends to maintain and advance the relevance and innovation of the school's technology.
- Coordinate with various departments to align IT services with organizational goals and needs.
- Manage IT budgets and procurement processes, ensuring cost-effective allocation of resources.
- Oversee IT security measures, ensuring data protection and compliance with relevant regulations.
- Lead and mentor the IT team, promoting professional development and skill enhancement.
- Develop and implement disaster recovery and business continuity plans for IT services.
- Collaborate with external vendors and service providers, managing contracts and service agreements.
- Regularly report to senior management on IT performance metrics, challenges, and strategic initiatives.
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