Desktop Support Manager

Grade 8

The Desktop Services team is part of IT Services. It provides desktop computing and some infrastructure services in UAS and the Bodleian Libraries. This includes services critical to the functioning of University: electronic resources in the Bodleian libraries, training rooms in IT Services and data and desktop computing services for staff in UAS and Libraries. The team is responsible for providing IT support to UAS (including IT Services) and the Bodleian Libraries. This includes some 2,700 users, and over 3,000 PCs/laptops across more than 75 locations.

The post holder will act as technical lead in the team providing IT support to UAS. They should be proactive in identifying support needs, providing technical guidance to other team members and initiating enhancements of service standards.

Essential selection criteria

  • Detailed practical knowledge (at least five years’ experience) of Microsoft Windows XP, gained in an academic support environment or similar
  • Excellent problem-solving skills and drive to find solutions
  • Ability to work alone, make decisions and take responsibility without direction
  • Ability to work within a team and lead them when necessary
  • Extensive technical skills and a thorough understanding of PC hardware, for example the ability to troubleshoot complex hardware configuration problems and interoperability issues
  • Competency in networking technologies and application of this knowledge in resolving problems
  • Excellent record keeping abilities and attention to detail
  • Excellent interpersonal skills, able to work with people at all levels of seniority in the University
  • Experience of standard imaging solutions or other software deployment technologies
  • Ability to consistently produce a high standard of work while under pressure to meet time schedules
  • Sound understanding and experience of Novell Netware environment
  • Aptitude for prioritising own work and that of colleagues according to demands
  • Good standard of education to include a degree or equivalent professional qualification or relevant experience

Desirable selection criteria

  • Supervisory skills in an IT environment
  • Experience or exposure to Altiris products
  • Experience of troubleshooting a variety of software applications
  • Ability to automate tasks (for example, using scripts) in a Microsoft Windows environment
  • Experience of automated help desk systems or ticketing systems or Understanding of Application packaging
  • Experience or practical knowledge of Mac or Linux desktop environments
  • The skills and experience to become an effective member of the team as quickly as possible

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