Demonstrate leadership across the Field and 2ndline staff to ensure behaviours and culture are aligned to DHU CARE Values. Provide both line-management and be the initial technical escalation point beyond the 2ndline staff; working closely with the IT Infrastructure Manager to ensure effective hand-off / escalation between 2ndand 3rdline. Provide technical advice and guidance to, both the field and 2ndline staff and wider colleagues within the Digital Directorate. Work closely with the Service Desk to ensure processes are aligned and transfers / escalations are handled seamlessly.
Present and deliver an effective first initial escalation point beyond the Service Desk for issues which require internal attention. Support the effective planning of project related work with the Digital Project Manager, Head of IT Operations and PMO. Be the primary technical lead and owner of the businesss Office 365 tenant; responsible for license management and asset management. Be accountable for the end-to-end asset life-cycle, including asset assignment, stock management and in-operation asset management; working closely with the Head of IT Operations, Procurement and Finance to plan the annual replacement / refresh of end-user-compute assets.
Deliver regular reporting as to the performance of the service and highlighting of associated risks to the delivery / safety of the organisation. Standing member of the Digital Change Advisory Board. As you will expect, the organisation may change from time to time and you will be expected to meet the operational requirements. Any other reasonable duties as required from time to time

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