About the role
Join our team as the Applications Support Manager and lead the way in providing exceptional support and guidance to our customers in the education sector. As a key manager at The ICT Service, you will ensure schools receive high-quality assistance in using School Management Information and Finance Systems as well as some basic elements of other widely used tools like Microsoft 365 and Google Workspace. By driving service quality and overseeing a dedicated team, you will play a vital role in meeting SLAs and optimizing an important arm of our ICT support for schools.
Interviews will be held on 2-4th August
For more information or to chat about this opportunity please contact Marcus Purnell
marcus.purnell@theictservice.org.uk
01223 935563
What will you be doing?
You will lead a dedicated team and ensure that The ICT Service provides top-quality support and guidance through various channels, including our service desk, training courses, seminars, and meetings.
With your expert ticket management skills, you'll efficiently monitor and distribute tasks within the team, considering the analysts' skills, knowledge, and availability. By prioritizing tickets according to ITIL v4 best practices, you'll handle incidents based on their impact and urgency.
Moreover, you'll foster consistency and quality throughout the ticket management process, from creation to resolution, empowering the team to consistently meet SLAs. Your data-driven approach will enable us to collect reporting data and conduct root cause analysis, driving continuous service improvement.
About you
You will have a proven track record of successfully managing a team within a service desk or school administrative environment by consistently meeting service provision objectives and achieved SLAs.
You will have extensive knowledge of schools' Management Information systems and a deep understanding of school processes and practices, particularly related to crucial events throughout the academic year, such as the successful submission of School Census data and the management of systems during exam results periods and year-end processes.
Your excellent communication skills, will enable you to effectively engage with diverse stakeholders, including headteachers, teachers, school administrative staff, 3rd party MIS software vendors.
Our benefits
We value our colleagues in Cambridgeshire County Council and have developed a number of benefits:
- Flexible working
- Flexible Bank Holidays
- A comprehensive wellbeing package
- Our Cambs Rewards employee discounts
- A comprehensive pension scheme.
- IDEAL staff equality, diversity and inclusion network.
- Camweb our staff intranet helping to keep you informed
- An employee recognition scheme
About us
Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.
Our four values are central to our culture, driving everything we do.
We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we believe benefits our employees, the organisation and our communities.
Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.
Attached documents
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