ICT Helpdesk Team Leader in Gillingham

Manage the day-to-day operation and delivery of customer facing ICT services for the College, including, but not limited to, the provisioning of the ICT helpdesk, asset management and replacement programmes, undertaking staff and budget management, business planning, in order to ensure that service provision is fit for purpose and meets College needs, aims and objectives.

Main Responsibilities and Duties:

• Manage the day-to-day operation of and be accountable for the quality of service provided by ICT customer-facing support staff across the College, developing the service, establishing, setting and driving quality improvements, monitoring and managing external contracts, promoting and implementing innovative and best practice techniques, managing and setting key performance indicators for the continued and sustained improvement of service delivery covering short, medium and long term planning and objectives for the department.
• Manage, review and develop the ICT helpdesk function for the College, overseeing the production and update of documentation, processes and procedures for fault resolution, system implementation etc., ensuring the provision of the appropriate support and maintenance response to logged calls for requests for service in accordance with set SLAs, KPIs, MLPs etc. This will include analysing helpdesk information and ICT needs to deliver a proactive frontline service for the college.
• Work closely with suppliers, contractors, technology partners, colleagues, senior management and internal customers to resolve complex issues quickly and to a high standard, acting as the highest point of contact for escalated frontline support customer services issues and complaints.
• Manage ICT client facing projects for the College as required, working in collaboration with the ICT Business Analyst, undertake project management, co‑ordinating the delivery of project work, managing the allocation and distribution of resources, in order to ensure that standards are met and objectives are realised.
• Manage, review and develop asset management and hardware replacement plans and resources, ensuring that all such plans can be effectively and successfully implemented in accordance with specified timescales, in order to minimise the disruption to College activities. This will include ensuring that all associated documentation and relevant contracts with external suppliers are in place and up to date.
• Ensure that all departmental activity and services fully comply with all relevant College policies, procedures and processes and relevant legislation such as GDPR.
• Lead a designated team of staff, undertaking recruitment, selection, absence management and 1‑2‑1s, taking responsibility for allocation of duties, training, managing and monitoring individual and team workloads, discipline, absence management, development, time keeping, approval of annual leave etc., and the cost effective use of overtime and time off in lieu for staff, ensuring full compliance with relevant college policies and procedures at all times.
• Support with the management of the departmental budget, monitoring expenditure, forecasting future budgetary requirements, ensuring that all financial transactions comply with College financial policies, processes and procedures. This will include ensuring that all purchases and contracted services comply with College and legislative guidance, process and procedures.
• Manage the business planning process for the department, taking account of line manager guidance, College priorities and objectives, data analysis, sector trends, technological change and the impact on both human, financial and physical resources, assisting with the production of any consultation papers that may be required in the case of staff reductions, producing reports and providing updated on targets as required.

Application Requirements

To ensure compliance with safeguarding guidelines, all applicants must complete the application form in full. This includes providing:

• A full employment history from the time you left full-time education, with details of any gaps in employment explained.
• Information on all relevant education and qualifications.

Please note, incomplete applications will not be considered. Your co-operation helps us maintain the highest standards of safety and care for children and young people.

Commitment to Safeguarding

We are committed to the safeguarding of all our students and staff. This means everyone who works here is required to actively protect them from preventable harm. Our recruitment and selection process includes background checks which will be undertaken on the successful applicant, including an enhanced DBS, and in your application you are required to demonstrate how you meet the College's requirements on safeguarding.

The background checks will be carried out in accordance with the Disclosure and Barring Service (DBS) Code of Practice. The DBS helps employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable groups, including children.

MidKent College is committed to safeguarding and the Prevent Agenda and to promoting the welfare of children and we expect all staff to share this commitment.

Commitment to Equal Opportunities

As a proud user of the disability confident scheme the College is committed to equal opportunities and celebrates the diversity of staff and students. As part of our commitment to the scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from anyone wishing to work flexibly and those considering a return to work from a career break.

Important Notice for Applicants:

Multi-Factor Authentication (MFA) Requirement To ensure the security of our college systems and protect personal / sensitive information, all staff are now required to use Multi-Factor Authentication (MFA) should your application be successful. This mandated security measure helps reduce the risk of unauthorised access aligned to our cyber security requirements.