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Technology Operations Support Specialist

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ISP Central
London, United Kingdom
Date Added: May 7, 2024

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ISP Technology Operations Support Specialist – Role Profile
Purpose of the role
Located in the UK (Office / Remote) and reporting to the Group Head of Technology Operations, we are seeking to hire a Technology Operations Support Specialist. The role will be a key member of the team responsible for technology infrastructure and support provided to our central office team in Wimbledon as well as supporting some of our group wide enterprise applications.
The Support Specialist will also support the global Technology Leadership Team, working closely with our solutions team and regional technology teams, ensuring our vision, core objectives and ambitions are realised collectively.
As a primary administrator of multiple cloud-based platforms, we are seeking a highly adaptable candidate who brings a wide range of knowledge and experience in applications, devices and infrastructure.  This role will be expected to contribute to secure, standardize and drive amazing value through efficiencies and improved use of business critical tools.
ISP Principles
Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately.
Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.
Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.
Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.
Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.
ISP Key Responsibilities
Cloud Platform Management
The selected candidate will be part of the team configuring and managing technology operations cloud platforms.
  • Microsoft Environment (Office 365, SharePoint, Azure AD, Intune etc.)
  • SSO Management (Currently OneLogin)
  • ServiceDesk (Currently Manage Engine)
  • Additional Services (Group Calendar, Self Evaluation Tool, Cyber Security Training etc.)
Along with platform management, we expect the day to day administration to also be a core responsibility of this role.  Ensuring key processes and initiatives are enhanced through better use of these tools
  • Cloud platform management
  • New user onboarding process
  • Offboarding process
  • Device setup process and procedures
  • Application access control and permissions matrix
  • Automated application provisioning
  • Backup and recovery management
  • Ensuring compliance
  • Data management and retention
  • Cyber security
  • System Monitoring
  • Performance management
  • Service delivery
Support & Training
Being able to offer support and training to our staff primarily in the Wimbledon office, but also across the group where appropriate is crucial.
  • ISP Central support including on site support at least 2 days per week
  • Triage of ServiceDesk tickets and support of escalation
  • Cross-functional technical support
  • Service delivery catalogue curation
  • Monthly technology reporting
  • TLT meeting coordination
  • Identifying gaps and providing efficiencies
  • Managing vendors - licensing and contracts
  • Curation of training materials
  • Delivery of training / workshop session to staff
Skills, Qualifications and Experience
  • Bachelor's degree in computer science (or equivalent)
  • 5 years or more work experience in a similar capacity
  • Excellent general  IT troubleshooting and problem-solving skills
  • Active listener, clear communicator
  • Problem-solver, fast thinking and flexible
  • Corporate IT and operations experience
  • Advanced documentation creator
  • Technology training course delivery
  • Solid understanding of network infrastructure technology and concepts
  • Microsoft certified in several disciplines (Azure, 365, Teams)
  • ITIL service delivery certified
  • Microsoft / CompTIA security fundamentals
  • Solid understanding of automation tools
  • Data management and report dashboard experience a bonus
ISP Leadership Competencies
You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do.
  • Collaboration. Takes an active part in leading their school or region; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues to solve problems and maximise opportunities.
  • Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback; supporting others in their continual learning, development and growth.
  • Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and is able to motivate and inspire others through the process of creation through to completion.
  • Outcome driven. Can be counted on to find solutions. Is consistently looking to exceed goals and is focused on KPIs.
  • Resilience. Can deal with setbacks and challenges calmly and effectively.
  • Community Focus. Is committed to meeting and exceeding the needs and expectations of our students and their families.
  • Integrity & Ethical Management. Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and Principles.
ISP Commitment to Safeguarding Principles
ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
All post holders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history. 
ISP Commitment to Diversity, Equity, Inclusion, and Belonging
ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.
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