IT Support Manager

**Job Purpose**

Be responsible for developing and operating the first and second line component of a Service Desk within the Aldenham Prep Riyadh IT Support Department. To provide leadership and develop a Stakeholder First culture (which includes, staff, pupils, parents, board members) within the team (as it grows) as they represent the main route for all customers to access the IT Services. The role will require practical involvement with 1st and 2nd line support delivery and in time, management of other team members.

**Areas of Responsibility**
- Ensure that the Service Desk is created in Odoo and is an excellent deliverer of Customer Service.
- Day to day management of the 1st and 2nd Line Service Desk function.
- Ensure that the Service Desk system is fit for purpose and is used effectively and efficiently by the staff.
- Be responsible for the operational management of call assignments within the Service Desk team and to other parts of ICT Shared Service as appropriate.
- Undertake a regular review of 1st and 2nd Line Service Desk call queues.
- Analysis and Reporting - using KPI’s to measure against the IT Department strategic vision.
- Assist with maintaining the inventory of the School’s computer assets and software licenses.
- Discover, diagnose and triage user’s problems effectively and efficiently.
- Lead in the development of good customer service practices.
- Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
- Liaise with the 3rd Line Support provider as appropriate, triaging essential areas for efficiency and monitoring the quality of 3rdline support provision

**Innovation**
- Create and Provide self-help and user guides for the IT Users to help improve IT literacy and skill sets.
- Continuously look for development / training areas and improvements for all members of Aldenham Prep Riyadh.

**Line Management Responsibilities**
- Have line management responsibility for the IT Support Team as it develops, ensuring they are suitably trained to undertake the role and tasks given.
- Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.
- Support the team with call escalations and complaints.

**Customer focus**
- Meet client expectations and excel at service delivery through reporting and continuous monitoring of all aspects of the helpdesk.
- Conduct regular surveys of users to determine effectiveness of IT services.

**Responsibility**
- Ensure that all activities within the service comply with Aldenham Prep Riyadh, policies, financial regulations, health and safety, equality and safeguarding responsibilities.
- Ensure that obligations are met under the Freedom of Information, Data Protection Act, GDPR (and the Personal Data Protection Act in Saudi Arabia)

**Skills**

**Essential Criteria**
- Outstanding customer support skills
- Previous experience of managing a small team
- ITIL best practises (ideally certified)
- SLA management and working to SLAs
- Microsoft Office, Exchange, O365 and operating systems
- Degree educated or equivalent
- Knowledge of windows servers
- A good understanding of common service desk challenges including; basic networking, Windows 10/11 and MS Office suites
- Providing 1st/2nd line support including call logging & documenting/core desktop support/remote takeover
- Good communication skills with a **fluent **level of spoken and written English
- Flexible can-do attitude
- Be sympathetic to Aldenham mission and its wider educational and business needs
- Be able to explain technical issues clearly to staff/pupils who are not technically minded

**Desirable Criteria**
- Strong IT technical background
- Experience working within an education environment
- Project management
- Contract management
- Budgetary management
- Knowledge of Azure AD
- Knowledge of the MIS ISAMS
- Knowledge of SharePoint 2019 or above
- Familiar with Windows Surface Devices
- Experience of Audio Visual technology and troubleshooting
- Basic Network skills
- Microsoft certified Professional
- Knowledge of ODOO
- Knowledge of WordPress

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (required)