ICT Technical Support Team Leader

Warwickshire Police ,
Hindlip, Worcestershire
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Job Description

Number of vacancies 1 Location Hindlip Grade I Salary 46,947 - 50,094 Working pattern Weekdays Type of Contract Fixed Term Document Attachment ICT Technical Support Team Leader Role Profile.pdf - 121KB Job Advert ICT Technical Support Team Leader Hindlip, Worcester Fixed Term Contract until 31st March 2021 Full Time The closing date for this post is 12 noon on Friday 19th June 2020. Those currently eligible on the redeployment register will be given prior consideration. Secondments may be considered - Please obtain approval from your Line Manager before applying for this as a secondment. Interviews date TBC **Please note face to face interviews are subject to COVID19 Health & Safety guidance and safety measures will be in place** The main purpose of the role is to lead a customer focused technical support team that is responsible for the support of systems, equipment and toolsets, dealing with more in depth technical problems escalated from the ICT Service Centre. Ensure all systems and equipment are available, accessible and secure to agreed standards, through the management and control of internal resources and external supplier contracts. Continuously and proactively seek to improve the ICT technical service to deliver high quality, value for money, professional ICT services to protect our communities from harm. To deputise for the ICT Customer Services Manager as required and provide support to the ICT Service Centre Team Leader for the immediate management ownership for force wide major or critical service incidents, determining and prioritising the immediate actions necessary and resources required for resolution. Main Responsibilities: To manage technical support team activities and resources ensuring the relentless customer focus of the services delivered. To ensure that this service meets operational performance, that it resolves performance challenges and supports the delivery of West Mercia Police outcomes, understanding operational performance and resolving performance challenges within the allocated portfolio. To manage technical support team activities and resources within service operating level agreements, taking necessary action to ensure quality of service, performance and cost targets are met. Ensuring procedures and policies are maintained and complied with to ensure standards of service are maintained. To manage day-to-day supplier relationships, contracts, systems and assets within area of responsibility. To manage all standard requests for change within portfolio area. To manage, within the ICT Production environment, the ITIL problem management process for the restoration of service operations and resolving the underlying problem, undertaking the role of Problem Manager providing a focal point for problem resolution. To identify and provide resolutions that are designed to relevant business, technical, information assurance and policy standards and requirements. To identify and transfer information within all Service Delivery teams, including appropriate documentation and training to aid in the relevant support/delivery activities. To ensure processes and procedures are in place and tested to maintain and recover ICT systems and services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to both forces within allocated level of resources. To provide both technical and non-technical leadership to the Technical Support team dealing with escalated issues ensuring compliance with relevant corporate policy, procedures and conventions. To contribute to the development of ICT strategy, policy, procedures and practices as well as taking responsibility for service developments in own area of specialisation. To provide people leadership to all allocated team members, maximise performance through effective people management, staff development, coaching and mentoring. To support the delivery of business as usual change including system upgrades and the implementation of new systems in consultation with the ICT Technical and Service Architect. To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required. To lead a team, managing their welfare and development and ensuring high levels of motivation. To monitor and manage the performance of the team, identify and address issues and improve team/individual performance, ensuring adherence to professional standards. To assess individual capabilities and development needs and agree appropriate development plans to enable high performance and potential progression. To co-ordinate the work of the team, directing activities, monitoring progress and managing competing demands and priorities to ensure the best use of available resources. To supervise and monitor the handling of information and record keeping, ensuring alignment with legislation, policies and guidance. To monitor and report on team expenditure to ensure the efficient use of

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