Education ICT Network Manager

This role is based on-site at a large Secondary school in Greenwich, London and the employee should consider themselves one of the school team as well as a Capita employee.  The role is to work with Capita and the school to deliver ICT Service Excellence to the staff and pupils of the school.

Working with wider teams within Capita and the school, as needed, this role is about providing day to day management of the school’s ICT systems to ensure a robust and stable platform for the delivery of teaching and learning.

Day to day priorities and tasks will be managed by the school with escalation into Capita teams for more complex issues/advice/support, as needed.

What you will be doing:

Providing technical support, 1st and 2nd line customer facing and remote support, being attentive to detail, friendly and reliable with good organisational skills. Can work under pressure to deliver an excellent level of service, with a proven track record in a management position within an onsite support environment.

The ICT Network Manager will be responsible for the delivery and maintenance of the following core tasks:

• Ensure all Onsite Service Levels and Key Performance Indicators are met
• Adoption of core ITIL disciplines: Incident, Problem and Change Management and be able to demonstrate their effectiveness through Key Performance Indicators
• Maintain relationships with 3rd party suppliers working in collaboration with educational Facilities Management teams
• Preventative maintenance of all contractual ICT Managed Service assets is performed and documented
• ICT Asset Management – ensuring the movement of contractual ICT assets are controlled and centralised asset registers are updated accordingly, to include hot swap stock and spares control and replenishment
• Ensure the delivery and maintenance of the standard desktop image, providing a timely reimaging process in conjunction with SLA’s and KPI’s
• Document and deliver pre-term ICT equipment testing plan to ensure that service availability is at the highest level attainable prior to school term commencement
• ICT Equipment Disposal – ensuring that disposal of educational ICT equipment is controlled and performed in conjunction with approved 3rd parties
• Accountable for the updating and maintenance of the Onsite Engineering Knowledge Base toolset to ensure that known errors are available to the Onsite Engineering Team to assist in future reduction of Incident resolution times
• Key Stakeholder Meetings – work with educational key stakeholders to ensure that their ICT requirements are being met and enhanced upon. Progress improvements via assisting in Continual Service Improvement Plans
• Work in conjunction with wider Capita team to support end user training sessions, update of desktop and website FAQ’s and User ICT reference material
• Working with the educational key stakeholders provide and schedule classroom support services, to maintain the availability of ICT equipment during critical curriculum periods
• Work with the school to manage and develop all aspects of the ICT system and to jointly develop an ICT strategy for the school

What we are looking for:

• Onsite Support in an IT support role.
• Detailed knowledge of Microsoft Operating Systems including, Windows 10 and Windows Server 2012/2016/2019 products. Commercial experience of Microsoft applications including Office 2016/2019, Office 365, Google Classroom and SCCM/MDT. 
• Detailed working knowledge of backup technologies and recovery processes
• An understanding of LAN/WLAN topologies in a support environment
• Proven track record within an On-Site, customer facing role in an Educational environment
• To develop and maintain excellent working relationships with our customers and to always maintain a professional corporate image

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita’s colleagues, businesses and clients. 

TSS is right at the heart of Capita, as we work to create a technology-led organisation. You’ll be part of a Capita-wide network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.