Technical Services Supervisor

Band 7 : £47,810 - £54,710

Full time: 37.5 hours per week

Contract: 2 Years Secondment Opportunity 

This vacancy is open to Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only

Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. 

The vision for our single corporate services is to:

• Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer.   
• Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts.  
• Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities.  
• Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations. 
• Improve learning and development opportunities and sharing best practice, upskilling both Trusts.  
• Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing.  
• Build resilience for individuals and our teams. 

The single corporate service is delivered across both organisations. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

Job purpose

Play a lead specialist technical role in the provision of effective, efficient and fully integrated IT operational services that maximise their availability and integrity for end-users and optimise the value gained by the Trust from its investment in IT. This will be achieved by:

Delivering new and modified IT systems that address IT security, performance and availability & lifecycle requirements

Supporting software and hardware installations, specifications, testing and service transition within datacentre services and end user solutions

Supporting the Trust in meeting business objectives by contributing to assessment of potential technology innovations and, where approved, assisting their implementation

Supporting the Digital Department’s ITIL processes, providing professional guidance in and execution of Incident, Request Fulfilment, Change, Release, Configuration, Problem, Performance, and Availability Management

Applying operating procedures for all systems hosted within the Trust Data Centres so they are operating at their optimum performance, availability to IT users and integrity of their data

Providing specialist and professional support across the three primary functions within Information Technology: Operations Centre, Service Operation and Infrastructure Services

Deputise for Head of Service Delivery as required, acting as an escalation point

Job summary

Team Management

In the absence of the Head of Service Delivery, ensure tasks are appropriately prioritised and scheduled, skills appropriately utilised, procedures documented and followed, adequate coverage for absence and Out-of-Hours support is in place, and consistent, up-to-date documentation is established and maintained.

Monitor performance standards for the Technical Services team, monitoring achievement against these, and devising improved ways of working, working with the Head of Service Delivery.

As a team leader, take a lead role in the daily scrum held within the team to ensure the team collaboration and focus is aligned to the business outcomes.

Play a leading role in contributing to the Technical Services team working processes and operating procedures.

Facilitate Triage of incoming workloads and allocation of work throughout the team as required.

Ensure that Technical Services team and external contractors work in a responsible and safe manner and have due regard for health and safety regulations.

System Design & Hosting

Working alone on IT systems and modifications to existing IT systems, or with partners, vendors or colleagues on more complex systems. Specifies user/system technical requirements, including the overall management of the system implementation and transition.

Executes test plans, to verify correct operation of completed system implementations.

Documents all work using required standards, methods and tools, including internal tools where appropriate.

Prepares and maintains operational documentation for relevant system software within the Group Data Centres. Advises other IT staff on the correct and effect use of system software.

Collects performance data to monitor system efficiencies against either published service level agreements or vender best practice thresholds. Monitors both resource usage and failure rates of installed systems and provides feedback to Technical Services & other Digital management Teams.

Gathers performance statistics from the hosted IT Systems to enable recommendations for the tuning of System Infrastructure. Initiate system software parameters to maximize throughput and efficiencies.

Software and Hardware Installation

Enables the software builds ready for loading onto the target hardware. Held within a standard configuration arrangement, conducts a series of tests and records the details of any failures.

Enables test specifications as required for testers to follow, carries out fault diagnosis relating to extreme complex problems as part of installations, reporting the results of the diagnosis in a clear and concise manner.

Installs or removes hardware and/or software, using installation instructions and tools, follows agreed standards. Adheres to the IT Change and Release Management Process for all software and hardware changes.

Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated.

Contributes, as required, to the development of installation procedures and standards.

Infrastructure Developments/Innovation

Contribute specialist expertise to the development and innovation of IT technical strategies and wider IT strategies as appropriate.

Manage the successful implementation of visible end-user elements within approved IT development projects to meet project timescale and budgetary targets.

Keep abreast of IT developments and technologies in order to effectively carry out the duties of the post and make recommendations for bringing benefits to our customers and improving service delivery.

Participate in rota system for on-call services (currently 1 week in 6-8)

Experience

Considerable Hands-on technical experience in the majority of the following :

Microsoft Windows and BackOffice Servers (SQL Server, Exchange)

App-V or alternate Application Virtualisation solution

Citrix XenApp

Cisco Switches and ASA and general networking

SAN technologies (Block and File)

AppSense

VMware/Server Virtualisation

Security Event Monitoring/Aggregation

Event Monitoring solutions (Solarwinds Orion preferred)

Knowledge

Good knowledge of Data Protection and Information Security/Governance

Knowledge and understanding of Change Management processes and procedures

Please see attached full Job Description

ITIL v3 Foundation

Degree-level Qualification or equivalent in a Computing or analytical field

Technical Accreditation in one or more of the following: -

• Microsoft MCP/MCSA/MCSE
• Cisco CCNA
• CISSP Security Professional
• CEH Ethical Hacker

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

Please note your application may be transferred to the Isle of Wight Applicant Tracking System (ATS) if you are selected for an interview

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.