IT Support Manager

Areas of Responsibility

• • Ensure that the Service Desk is created in Odoo and is an excellent deliverer of Customer Service.
• • Day to day management of the 1st and 2nd Line Service Desk function.
• • Ensure that the Service Desk system is fit for purpose and is used effectively and efficiently by the staff.
• • Be responsible for the operational management of call assignments within the Service Desk team and to other parts of ICT Shared Service as appropriate.
• • Undertake a regular review of 1st and 2nd Line Service Desk call queues.
• • Analysis and Reporting - using KPI’s to measure against the IT Department strategic vision.
• • Assist with maintaining the inventory of the School’s computer assets and software licenses.
• • Discover, diagnose and triage user’s problems effectively and efficiently.
• • Lead in the development of good customer service practices.
• • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• • Liaise with the 3rd Line Support provider as appropriate, triaging essential areas for efficiency and monitoring the quality of 3rd line support provision