End User Computing (EUC) Manager

Job overview

Job Overview

Responsible for the EUC team and delivery of the service provided by all EUC team members including the planning, designing, configuration, deployment management, maintenance and 2nd line support of End User Computing devices to ensure availability and consistency of use for the end user. Providing input to strategic direction of EUC and leadership to a team of specialist EUC Engineers.

Responsible for overseeing and implementing build configurations for new laptops, desktops, mobile telephones and tablets, and for identifying and leading on the continuous improvement of the EUC team, policies, processes and service.The End User Computing Manager will be responsible for infrastructure related systems pertaining to the management of software, end user devices, IP Telephony and printers in order to provide a robust, resilient and high performing team to meet the growing demands of the Trust.

The post holder requires excellent people management skills and for is responsible for leading and building a high performing team.  The post holder is therefore required to be an expert in Digital Infrastructure and provide expert advice across a wide range of technologies and implement best practice Digital processes.

Main duties of the job

Main Duties & Responsibilities

• Lead on the planning, design, implementation, operation and support of the EUC service in line with the Trust Digital Strategy
• Lead team members through the provision of leadership, direction and motivation through to objective setting, regular performance reviews, training and development in line with appropriate policies, procedures, working practices and guidelines.
• Develop and apply specialist knowledge in EUC technologies including operating systems and virtualisation, and act as the in-house expert with regard to implementing technical and high-performance solutions, making the environment secure, providing high resilience, best management practice and operational delivery.
• Ensure all resources are deployed to maximise an efficient and effective delivery of support services to patients and users.
• Responsibility over own staff for appraisals; sickness absence; disciplinary; grievance matters; recruitment and selection decisions; personal and career development; workload for areas within this remit and allocation of that workload/responsibilities.
• Required to author high quality reports, technical documentation and presentations.
• Create documents that take complex and/or sensitive information and present them in a manner accessible to Digital Management and various groups and committees.

Detailed job description and main 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 Trust’s 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 Trust’s 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.