End User Computing (EUC) Manager

Job description

Job responsibilities

Leadership

• Provide expert leadership and advice (direct and indirect) to colleagues and stakeholders on best practice for the related technologies deployed as part Trust programmes and associated projects.
• Provide technical leadership in troubleshooting and resolving complex IT problems.
• Responsible for overseeing the creation, quality and governance of technical and standards documentation to maintain a stable and consistent environment.
• Develop appropriate reporting to track KPIs in the EUC environment, and ensure the team meet or exceed SLAs and customer expectations. Provide ad-hoc stats as required.
• Act as an escalation point for support activities and high priority incidents, including resolving highly complex ICT issues where there is no precedent and where other leading opinions may conflict.
• Identify and advise of service improvements and any potential cost savings.
• Build effective working relationships with the other teams Digital, key stakeholders and partner organisations within the Trust.
• Responsible for managing service delivery related projects, resource allocation for projects or other areas of ICT when requested.
• Contribute to long-term ICT strategic technical to support the Trusts strategy.
• Accountable for own professional actions, responding and communicating to manager as required.
• Deputise for the Infrastructure Manager when required.

Service Improvement

• Act as an ambassador for IT Services by developing and maintaining excellent working relationships with users across the organisation to deliver a high quality, standard IT culture to achieve local requirements and national targets.
• Demonstrate clear leadership and contribution to ensure that the Digital Services delivered within the Trust reflect best practice with respect to organisational, NHS and legislative requirements and guidelines including IT Infrastructure Library (ITIL), Data Protection Act, Information Standards, Information Security standards and compliance with NHS Information Governance.
• Ensure all documentation relating to own area is complete and fit for purpose and all releases relating to hardware, software and documentation is controlled. Ensure that there is a proactive and comprehensive approach to risk management and be responsible for service continuity for own area and participate in the wider service continuity planning fro the trust and its applications.
• Provide Root Cause Analysis (RCA) for allocated incidents and problems; instigating emergency action, when required, liaising with other Trust Managers, as appropriate.
• Manage the business continuity planning for IT Infrastructure and provide supporting documentation for Trust BCP/DRP Plans.
• Analyse, interpret and resolve highly complex IT issues, examples of this is an Infrastructure outage that impacts on both Clinical and non-Clinical care and managing the remedial workload to resolve the issue.

Project Management

• Lead and manage all IT Infrastructure related projects. Using a structured methodology. Providing updates for IT Management and feeding into the relevant forums.

Digital Compliance & Governance

• Ensure that all Trust governance policies and procedures are understood and are adhered by your team and are regularly audited.
• Ensure that matters for escalation (risks, issues, changes, incidents, complaints) are raised and escalated following the correct governance. That remediation and mitigation plans are developed and implemented in a timely fashion and that a root cause analysis is undertaken.
• Manage all staff within the Trusts policies and procedures.
• Ensure that the principles of Information Security are understood and implemented.
• Ensure any breaches in security or policies and procedures are logged and escalated following the appropriate policies and procedures.
• Ensure that all complaints are promptly investigated, resolved, lessons learnt fed back to staff, and remedial action plans implemented.
• Ensure the list of supported technology is kept up-to-date and shared appropriately.
• Ensure that business continuity plans are kept updated and are reviewed regularly.

Key Result Areas

• Meet or exceed agreed Digital Service Levels and Key Performance Indicators relating to customer support including:
• System uptime
• Issue resolution time
• Number of failed change requests
• Compliance /successful audits
• Management of technology life cycle
• Delivering the agreed services with budget
• Ensuring staffing levels are maintained to deliver the service within areas
• Ensuring projects are completed on time, on budget and to a high standard

Communication and Relationship Skills

• Manages all end user computing and other tasks in accordance with Digital Policies and procedures, working with colleagues to agree priorities and ensure that no task is overlooked or misses SLA.
• Provides regular updates to the Trust users and managers about the progress of on-going tasks.
• Provides customers with accurate and frequent updates when SLAs are breached and reprioritises the work when necessary
• Follows agreed procedures for all the tasks and responsibilities performed while on the job.
• Helps team to improve its service through knowledge sharing.
• Helps to provide a professional, customer-focused IT Support service to users throughout the Trust.
• Responsible for handling and managing sensitive and/or confidential information in accordance with the Trust policies and guidance provided by Information Governance from time to time.
• Communicates professionally, both written and verbal, with teams within Digital and with the suppliers.

Knowledge Training and Experience

• Develops technical expertise commensurate with the requirements of the role and keep abreast of new technologies and share this knowledge with colleagues in a structured way
• Working with the Digital End User Systems Manager, identifies own training and development needs and undertakes agreed training/education as required, supported by regular personal development planning.

Analytical & Judgmental Skills

• Identifies any and all issues with current standard end user computing standard builds as they become apparent and ensures that these are either resolved, or logged in the teams task lists and/or service desk system.
• Analyses complex information to determine the most appropriate issue resolutions in the shortest time.
• Reports and logs security breaches identified during incident investigations using appropriate Trust procedures and actively promotes security best practices to the users; identifies and prioritises the resolution of security and confidentiality issues that become evident during the course of their work around the Trust
• Provides detailed resolution, advice and guidance to users on Digital supported systems, products and services provided by Digital.
• Provides Active Directory and e-mail account administration (for example: creation and modification of public folders, distribution lists, secure folders etc.; management of starters, leavers, transfers and honorary contracts and deletions of inactive user accounts) and ensure access control is managed in accordance with policy.
• Provides password administration (including resets in accordance with procedures and Trust policy).
• Provides 2nd line IT support services to help users recover from an incident as quickly as practicable, including initial diagnoses and provision of advice on known solutions where applicable.
• Provides resolution of infrastructure incidents for desktops, printers, applications, software and peripherals.
• For all calls that cannot be resolved internally, provides an effective interface between users and service providers, including external suppliers and provides timely updates to users.
• References guidelines where they exist, uses judgement to set priority for resolution, monitor progress and uses escalation procedures for problems not progressing satisfactorily.
• Actively builds support knowledgebase to enhance the skill set of the team, promote industry best practices and reduce the resolution times of incidents.

Planning and Organisational Skills

• Prioritises own work within the team following the overall prioritisation of the Infrastructure Manager
• Escalates incidents which cannot initially be resolved by 2nd line within a specified time to the relevant resolving teams.
• Supports the Infrastructure Manager to maintain an up to date plan of all administrative, proactive and maintenance activities performed by the team that repeat at regular intervals.
• When requested by the Infrastructure Manager, organises, plans, develops and delivers knowledge transfer training through workshops or other means to the Digital Service Desk.
• Pro-actively monitor and seek to resolve all calls in the queue in a timely manner.
• Provide IT procurement, advice and stock control to RNOH users in general

Physical Skills

• Responds to service desk requests from customers via phone, e-mail, self-service or face to face contact.
• Remains calm and focused even under pressure and maintains a pleasant demeanour and excellent interpersonal skills to welcome the visitors and deal with their enquiries.
• Expertly coordinates the use of phone and keyboard simultaneously to get the job done.
• Occasional travel to other 2 sites if necessary.

Responsibility for User Support

• Provides advice to users on systems, products and services that are available to them.
• Produces administrative and service performance reports for the activities of the EUC Team
• Following agreed procedures, receives requests for assistance from users in a pleasant and professional manner. Maintains accurate log entries of requests with fault details and contact information. Manages all calls as per Digital policies and management guidance.
• Provides a call triage function, updates the call with essential information and allocates to other Digital teams for resolution if necessary.

Person Specification

Knowledge, Training & Experience

• Degree or equivalent qualifications or experience
• Experience of Managing ICT teams, with good people management skills and able to undertake all HR-related activities
• Demonstrable experience of managing projects and leading team members to deliver on time.

• Experience of supporting Microsoft Teams and Office 365
• ITIL qualifications
• Experience supporting NHS Mail

Communication & Relationship Skills

• Demonstrable communication and relationship skills with ability to explain why these are necessary and how they are used.
• Good standard of spoken and written English suitable to provide clear responses to stakeholders and colleagues.

Planning & Organisational Skills

• Demonstrable ability to prioritise own work within the Team with guidance from the Digital End User Systems Manager.
• Demonstrable ability to manage high workloads with frequent interruptions and changes to priority.
• Good team player who can facilitate knowledge sharing and collaborative working in multi- disciplinary teams (including Service Desk, Desk Side, Network, etc)

• Demonstrate ability of leadership and team management skills.

Analytical & Judgment Skills

• Ability to analyse complex information Ability to use judgment to provide appropriate incident resolutions or escalations to other support teams and at the same time maintaining customer satisfaction levels

Knowledge

• Experience and knowledge of mobile device management, deployment and distribution
• Strong awareness of service delivery concepts (e.g. ITIL service management)

Emotional Effort

• Ability to deal with sensitive issues, and customers who may be confrontational and/or upset

Responsibility for Research & Development

• Demonstrable ability to recommend service improvements, throughout the team.

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

Royal National Orthopaedic Hospital NHS Trust

Address

Royal National Orthopaedic Hospital

Brockley Hill

Stanmore

HA7 4LP

https://www.rnoh.nhs.uk/