End User Computing Manager - End User Experience

at  Cwm Taf Morgannwg University Health Board

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac The post holder will support the delivery of End User Computing services within the team. This will involve all elements of EUC service delivery including: Windows PCs Windows Laptops Chromebooks IGEL Thin Client devices iPads, iPods and iPhones Android tablets and phones Audio Visual equipment Active Directory User/Computer objects and policy Microsoft 365 Features, User objects, licensing and general policy Systems Management toolsets to ensure the appropriate operation of the aforementioned devices\systems End user application presentation Printing Citrix endpoints and close links to Gold image management function The post holder will be expected to provide specialist advice across the range of Digital services, and where applicable, work within formal or informal projects to coordinate and complete technical tasks. Where the post holder has specialised skills and experience, they will be required to inform the strategic planning and roadmap development activities. Principal Responsibilities The post holder will : Provide timely specialist advice in relation to the provision of EUC solutions and related technology to deliver service specific requirements and wider more general approaches across the Health Board, supported by a continual view of emerging technology and solutions available within NHS Wales and the IT sector as a whole.
Provide direction to end users in relation to technical approaches and solutions. Develop close working relationships and support the use of technology and skillsets for the front end services and clinical teams and escalation points for Incidents and requests typically supported by a team call triage arrangement There is a requirement to liaise with other sections of the ICT Department, other Health Boards and National Teams with regard to the following, requiring communication of often complex issues, and identifying appropriate prioritisation of incidents and request through to resolution within multi-disciplinary approach: Service desk. In house and hosted systems. Data Comms.
Voice Comms. Security, Data protection and NHS code of connection. Ensuring that there is an overall view on what work the department is undertaking. The post holder will : Provide complex technical advice and judgements in relation to EUC specification and configuration through analysis, interpretation and comparison of ranges of options and to have working knowledge in these areas.
Be the EUC team lead\subject matter expert for a number of key technical systems gained from Degree level qualification or equivalent technical qualification/skills, knowledge and experience, plus additional specialist knowledge such as Endpoint configuration. Systems Management, Cloud SAAS, Messaging and Collaboration, File Services, User object management, Technical policy, Enterprise Mobility, Thin client, , End User experience, Directory Services, and/or Enterprise Security. Ensure their own expert knowledge of EUC services are underpinned by both theoretical knowledge, acquired through appropriate training and research, such as specialist vendor training; and practical experience in EUC support. Support the team in the management and maintenance of all EUC deployments including testing, installation, commissioning and replacement by analysing and comparing a complex range of options; and to ensure that all related services are run in strict accordance with Health Board Procedures and Policies.
Monitor the EUC infrastructure on a day-to-day basis, ensuring that all errors and breaches are identified and addressed. Facilitate the provision of access to secure file storage repositories and ensure key staff are trained appropriately to grant access as required. Identify and critically evaluate areas which will benefit from investment, in line with team objectives with an awareness of the departmental strategy. Effectively plan and manage the impact of complex changes to the environment across clinical and non-clinical areas, through Project Management, Change control, and communication.
Work to, and develop the use of ITIL best practice within the department in particular Configuration, change and Release Management, availability and capacity management and Continual Service Improvement. Understand and support relevant Cloud and user/device licensing options and requirements. Have advanced skills in manipulation of databases and configuration/reconfiguration of systems and infrastructure, both hardware and software within this there is a specific requirement for accuracy and very narrow margin for error, due to potential impact on the system and consequences to the Health Board. Develop the UHBs approach to Joiners, Movers and Leavers and support an improvement programme in this area.
The post holder will : Participate in the on-call service as required and appropriate to the service, based on agenda for change terms and conditions. Be expected to assist patients during any incidental contact this is made within the Care environment. Support the IT Security Manager by ensuring that all new users have adequate training and rights. Support the IT Security Manager and the Information Governance Manager (DPA/Caldicott) by ensuring that all users are conversant with the Health Boards security policy, the Data Protection Act and the NHS code of connection.
Further support the Cyber-Security (Operational and Strategic) approaches within the organisation adopting a risk based approach and utilising relevant toolsets to mitigate and monitor against threats. Fulfil personal responsibilities for all matters relating to health and safety and risk management. Provide support to enable the specification and justification for the purchase of physical assets and software licenses in relation to EUC and align to Procurement requirements. Be responsible for the correct usage of high value physical and software assets and supplies including quotation, order, delivery and asset management across the whole organisation.
Ensure correct license usage in relation to EUC services to ensure compliance with suppliers. Participate, on behalf of the Health Board and where appropriate by agreement with the Head of EUC, in appropriate national committees and meetings as required. Be required to work autonomously, taking professional decisions on service delivery using their expertise to systems support continuous patient care. Provide highly complex advice without reference to a manager.
Have autonomy in the delivery of the above, and be responsible for their professional actions being held accountable for delivery of the service to agreed standards and within Health Board policies. The post holder will undertake other relevant duties as agreed with the Head of IT Infrastructure and Head of EUC, and commensurate with the banding of this role. The purpose of the role should remain constant, but the duties and responsibilities may vary over time within the role and level of the post

Please refer the Job description for details