Lead AV and IT Support Officer

Who are Habs?

We are a diverse community, and we nurture a global perspective and a deep sense of responsibility for the world in which our pupils will lead and succeed. Our broad curriculum and co-curricular provision prepare pupils for success wherever their passion may take them. Ambition, Curiosity, Courage, and Community are the core beliefs that we stand for here at Habs.

Join our team and unlock your potential!

Role: Lead AV and IT Support Officer

Location: The Haberdashers School, Elstree, Hertfordshire

Hours: 37.5 hours per week full time, Monday to Friday with one hour unpaid for lunch.

Salary: Up to £35,000 per annum depending on skills and experience.

Reporting Lines

The Lead AV and IT Support Officer will report to the User Support Manager and the IT Service Delivery Manager.

Overview

The Lead Audio Visual and IT Support Officer is responsible for overseeing the IT support services within the school. This role is pivotal to ensure seamless operation, maintenance, and improvement of the IT systems, hardware, software, and network infrastructure, catering to the technological needs of staff and students.

Duties and Responsibilities

Advanced Technical Support

• Provide advanced technical support and troubleshooting for hardware, software, and connectivity issues promptly to minimise disruptions to teaching and learning activities.
• Provide timely and efficient technical assistance to staff and students, either in person, via remote access tools, or through detailed instructions and documentation.
• Collaborate with cross-functional teams to identify root causes and implement long-term solutions.
• Develop and maintain comprehensive documentation of issue resolutions for future reference.

Leadership and Mentorship:

• Lead by example and foster a positive and collaborative team environment.
• Mentor and guide junior IT support staff, providing them with opportunities for skills development.
• Conduct regular knowledge-sharing sessions and contribute to the team's professional growth.

Service Management:

• Effectively manage and prioritise IT support tickets, ensuring timely resolution within the agreed SLA’s and achieving customer satisfaction.
• Develop and implement strategies to reduce ticket volume and improve overall IT service efficiency.
• Conduct regular reviews of ticket data to identify trends and areas for improvement.

Professional Development:

• Pursue ongoing professional development opportunities, including relevant certifications.
• Encourage and support team members in their professional growth.
• Contribute to a culture of continuous learning within the IT department.

General Responsibilities:

• Ensuring compliance with health and safety standards for end-user systems and services.
• Take the lead on ensuring that the technology requirements for academic events such examinations, media library, events and digital signage are met.
• Any other duties as reasonably requested by your line manager.

Essential Skills and Experience

• Excellent interpersonal and communication skills, patience, and the ability to interact with people at all levels.
• Evidence of delivering excellent user support within a Small to Medium Enterprise (SME) sized organisation.
• In-depth knowledge of Microsoft operating systems and management platforms
• Hands-on experience with the support of end user equipment; including but not limited to laptops, tablets, desktop PCs, telephony, and printers.
• Able to use your own initiative.
• Resourceful and knowledgeable.
• Excellent oral and written communication skills.
• Ability to meet deadlines and work under pressure.
• Have a methodical approach to diagnosing and resolving faults.
• Knowledge and experience of the ITIL framework is desirable.

What we are offering:

• Competitive salary - dependent on experience.
• Free lunches and refreshments.
• Free use of the state-of-the-art sports centres, including fitness suite, swimming pool and squash courts.
• A strong commitment to professional development, with a substantial budget for whole school training and individual courses.
• Free parking on site.
• Tax free bicycles for work through the Cycle to Work Scheme.
• Annual flu vaccination.
• Employee Assistance Programme.
• Pension Scheme.

Closing date: Midnight, 31 January 2024

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

The Haberdashers’ Boys’ and Girls' Schools are committed to safeguarding and promoting the welfare of children and young people. The successful candidate will be subject to a Disclosure and Barring Service enhanced check. The post is exempt from the Rehabilitation of Offenders Act 1974 and the School is therefore permitted to ask job applicants to declare all convictions and cautions (including those which are "spent" unless they are "protected" under the DBS filtering rules) in order to assess their suitability to work with children.