Lead Technician - (Asset Management)

17884BR

University IT

Managerial, Professional and Specialist Staff – MPSS

Advert

Lead Technician - (Asset Management)

Within University IT, the Service & Operations Group is responsible for the day-to-day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT Service Desk, Incident and Problem Management, Change, Configuration and Release Management, Service Delivery and Data Centre Operations.

As part of a service delivery team, you will provide a highly professional, friendly and customer focused face to the services offered by University IT. You will be dedicated to the provision of an efficient, effective and quality driven technical support service to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University.

Specifically, you will be responsible for overseeing the lifecycle management of IT assets within the organisation. This includes hardware, software, and other technology resources. The primary objective will be to optimise the utilisation, tracking, and maintenance of IT assets to ensure cost-effective and efficient use. You will maintain accurate asset inventories, track software licenses, and implement effective asset management strategies.

The Asset Manager role provides technical expertise to enable the correct application of operational procedures.

Using management tools, you will determine load and performance statistics. You will contribute to the planning and implementation of maintenance and installation work, including implementing agreed changes and maintenance routines. You will identify operational problems and contribute to their resolution, checking that they are managed in accordance with agreed standards and procedures. You will provide reports and proposals for improvement to specialists, users and managers.

The post is full-time and open ended.

Salary: £39,347 - £44,263 per annum (Grade 6)

Date Advertised: Monday, 22 January 2024

Closing date: Friday, 23 February 2024

Please be aware that Cardiff University reserves the right to close this vacancy early should sufficient applications be received.

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world.  In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Job Description

The post holder will

- Ensure that processes and procedures are followed to manage the lifecycle of IT assets (hardware and software) from procurement to disposal. You will be responsible for ensuring IT inventory information is kept up to date and regularly audited to ensure compliance with organisational standards.

- Manage the issue of IT assets to staff and returns from staff leaving the organisation in accordance with appropriate policies. You will regularly review stock and utilisation of assets to ensure that predicted demand can be met.

- Undertake the full range of routine and defined tasks associated with operating and controlling the Universities hardware and software. This may involve the use of multiple hardware and software platforms, and both local and wide area networks.

- Provide supervision and leadership and give instruction to less experienced colleagues in all aspects of current and correct operational practice, delegating responsibility for specific tasks to individuals as appropriate.

- Record details of user contacts and tasks undertaken with sufficient information for use in the resolution of subsequent faults and problems.

- Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service. Gather and record service level information. Produce statistics for use in measuring key performance indicators (KPIs).

- Review records to ensure that problems are managed in accordance with agreed standards and procedures. Ensure adherence to escalation procedures. Respond to escalated, complex and high impact problems in a timely fashion.

- Use available monitoring tools and management system tools, perform routine monitoring, logging, or reporting tasks. Identify and rectify a broad range of operational exceptions and error conditions and deal sensibly and responsibly with unexpected or extraordinary events or incidents.

- Respond to enquiries or requests for service from users, specialists or others, and effectively resolve a broad range of problems usually of a moderate or high complexity within defined limits of responsibility or area of specialism, only escalating those which require specialist or management attention.

- Work with users, colleagues and suppliers as appropriate to investigate and diagnose complex or high impact infrastructure problems for which there is no precedent.

- Conduct investigations of operational problems, make proposals for improvement, and implement them when appropriate. Participate in reviews of systems performance, provide advice, and assist specialists or other system or service providers to deliver amendments and upgrades to systems.

- Supervise all installation and maintenance work associated with infrastructure changes, maintenance routines, environmental and electrical services utilising the appropriate tools and test equipment. Ensures procedures are followed, particularly those relating to health, safety, and security.

- Accept data, media, consumables and other items required for the processing of information and take responsibility for the movement, storage and dispatch of such items as required, and for other routine functions associated with data management.

Person Specification

Essential Criteria

1. Significant Information Technology Management level experience gained in a complex IT asset management environment with a clear track record of successful delivery.

2. Supervisory or team leadership experience, operating in an IT Asset Management environment based upon ITIL principles and processes, preferably within a Higher Education institution or Public Services organisation.

Expertise/Competence/Skills

3. Ability to communicate technical information effectively and professionally, simplifying complex issues and concepts, to a range of customers with varying levels of understanding.

4. Able to broker relationships, manage the requirements of stakeholders, and establish appropriate professional networks (both internally and externally at senior level).

5. Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality service is delivered.

6. Proven ability to work on own initiative, planning, organising and setting priorities for own work, and others, with the ability to work flexibly and prioritise successfully under pressure.

7. Demonstrable experience of utilising toolsets for monitoring, auditing and reporting tasks.

8. Professional understanding of modern IT technology and its application in a University / IT services type environment including awareness of current and future trends.

9. Proven ability to take leadership of incident and problem management scenarios. Specific Qualities (e.g. attitudes)

10. A resilient, determined and confident team player, comfortable with making decisions and highly customer focused.

Desirable Criteria

11. Degree level education in technology and / or business management, or qualified by experience to run a small scale technology centric operation.

12. Direct University IT experience and / or other public sector experience but ideally with some non-public service sector exposure.

13. Foundation or management qualification in ITIL, or similar.

14. Welsh Speaker.

Additional Information

Job description

- Participate in or manage projects as appropriate to their grade and/or skill set.

- Have or be prepared to develop an appropriate knowledge/skill level in the current technologies in use and to develop an appropriate knowledge/skill level in any new technologies introduced to their area.

- Carry out some duties associated with a more senior role for developmental purposes or for a more junior role for operational reasons.

- Perform other duties occasionally which are not included above, but which will be consistent with the role Where the role requires staff management and leadership the following responsibilities will also apply:

- Be ultimately responsible for development and pastoral care and welfare of the staff under the line-management of the role holder including objective setting, appraisal, performance review and training. Be the escalation point for welfare issues, initiating appropriate action and involving relevant people where necessary, dealing with such matters by following standard University welfare procedures.

- Ensure that staff for whom the role holder is responsible operate within appropriate risk assessments and operating procedures and are compliant with all University procedures and policies.

- Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.

- Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University’s Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer.

Job Category

Information Technology