School Network Manager

Job Description

Role in Brief

The role will involve managing, developing, and supporting client infrastructures. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions. You will be exposed to technologies such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security, and bespoke managed solutions.

The Network Manager will have a background working within a busy IT team; experience in designing and implementing technical solutions, supporting servers and desktop operating systems.

The Network Manager must have strong experience in technical troubleshooting and problem solving. In addition, as part of this role, the individual will be expected to deal with any system issues as and when they occur.

The responsibilities fall into the following areas.

• Supporting the Client – You will be the onsite presence working on issues raised by clients, understanding the different business needs of the clients, and recording all key information to support them. You will be the primary presence in delivering the clients’ long‑term strategy and development plan; required to work closely with the Trust Senior Management Team to help devise a roadmap for both now and the future.
  
  Key input into High level meetings with major stakeholders, ultimately reporting to the Trust CEO.
• Achieving SLA targets – Managing your time to prioritise urgent issues whilst ensuring all requests meet the contracted SLA.
• Client Satisfaction – Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue. Working with the clients to ensure a quick and effective resolution of the item raised. Deliver effective communication with all clients including Directors.
• Documentation – Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system, aiding effective closure times. Documentation includes client’s infrastructure, E‑mails, and updating of system to aid the support process and allowing other parts of the business to effectively manage the end‑to‑end process. It is essential that data is accurately recorded in Help Desk System to ensure Wavenet can accurately report on services provided, ticket status, and activities undertaken.
• Supporting the onsite team – You will manage, develop, mentor, and support the onsite technicians to ensure they are delivering the quality of service expected by the client. You will be the first point of contact between the client and Wavenet in all communications.
• Liaising with 3rd party suppliers – When necessary, request support from external suppliers regarding hardware, software, or connectivity support. Communicate updates to the client and ensure a 3rd party meets its SLA targets.
• Managing Personnel – Manages personnel and develops all (your site) based staff providing training and support as needed. Reviews progress of technical support roles throughout (your site) and recommends practical improvement for staff and client. Overall management of the CPD in terms of your immediate Team.

Key Responsibilities

Supporting the Client

• The Network Manager will be responsible for the professional delivery of managed services to the client’s staff and its leadership.
• When in place within a MAT (Multi Academy Trust), you will be required to play a lead role in scoping, planning and implementation of a Trust Development Plan, working with major Stakeholders at Board level, reporting directly to the Trust CEO, acting on behalf of Wavenet.
• The Network Manager will be a leading contributor to the ongoing development of the relationship, infrastructure, and revenue.
• Discussing any issues with peers and line management.
• Supporting the client base with a varied range of technologies including desktop support, E‑mail, connectivity, printers, telephone systems & 3rd party applications.
• Keeping the client and ticket updated with developments and fix plans.
• Handle escalated calls from the service desk.
• Administer and maintain client infrastructure, including Active Directory, LAN,…