Job summary
An opportunity for an End User Computing Manager has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Williamstown, with a need to also work at other locations across the organisation as and when required. You will provide End User Computing configuration and design services to clinical and non clinical users across the healthboard. The candidate will require technical experience, experience of central configuration and experience of supporting users with applications and devices. You must demonstrate experience working within ICT within your application which is essential for this role.
The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space. The initial focus of this role is on the management of software and hardware asset management and using the toolsets available.
Hybrid working is available where the service needs allow.
Main duties of the job
To support ongoing developments with ICT infrastructure, the CTM End User Computing Team is looking to appoint an End User Computing Manager. This appointment will support on the technical elements of the End User Computing function and will initially be tasked with implementing solutions within the team aligned to EndPoint Management, Desktop Modernisation and Cloud adoption for core productivity suites.
As part of an emerging team, the successful candidate will also be supporting the use of the Health Board's End User Computing functions in other teams.
Responsibilities of this post will include adoption and integration of existing and emerging technologies in an efficient and secure manner, while ensuring operational stability is maintained.
There will be a requirement to provide support to users as part of a programme of work that will transform the way in which End Users use, and engage with, ICT Services.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
Job description
Job responsibilities
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.
Job description
Job responsibilities
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.
Person Specification
Qualifications and/or Knowledge
Essential
- Relevant BSc Degree or equivalent experience, with evidence of specialist knowledge to the equivalent of post graduate diploma level, acquired through training and experience.
Desirable
- Relevant Microsoft qualifications and/or training.
- ITIL Foundation Certificate
Experience
Essential
- Significant experience of setting up EUC devices at Enterprise scale in a variety of settings including business critical applications.
- Use and support of core Microsoft solutions, leading application vendors and Enterprise standard hardware.
- Supporting end users
Desirable
- Support for EUC and application environments specifically including: (all versions specified or later) Office SAAS Services | WSUS| AD Management and GP | File Services | Printing (local and MFD)| MSTeams| Citrix | SCCM | Intune | Audio Visual Solutions
Personal Qualities
Essential
- Be comfortable working with all levels of organisation.
- Good interpersonal skills
- Self-starter, ability to work comfortably within resource constraints and deadlines.
Circumstances
Essential
- Able to meet the physical demands of the role, particularly the regular use of a VDU.
- Able to travel around UHB sites in a timely manner.
Other
Essential
- Willingness and ability to work flexibly in line with demands of the department and the service.
- Participate in on-call rota.
Aptitude and Abilities Skills
Essential
- Ability to produce good quality documentation..
- Presentation skills.
- Excellent written and verbal communication skills.
- Advanced keyboard skills.
- Problem solving.
Desirable
- The ability to speak or learn Welsh to a satisfactory level.
- Detailed experience with Microsoft Office and appropriate EUC management software.
Person Specification
Qualifications and/or Knowledge
Essential
- Relevant BSc Degree or equivalent experience, with evidence of specialist knowledge to the equivalent of post graduate diploma level, acquired through training and experience.
Desirable
- Relevant Microsoft qualifications and/or training.
- ITIL Foundation Certificate
Experience
Essential
- Significant experience of setting up EUC devices at Enterprise scale in a variety of settings including business critical applications.
- Use and support of core Microsoft solutions, leading application vendors and Enterprise standard hardware.
- Supporting end users
Desirable
- Support for EUC and application environments specifically including: (all versions specified or later) Office SAAS Services | WSUS| AD Management and GP | File Services | Printing (local and MFD)| MSTeams| Citrix | SCCM | Intune | Audio Visual Solutions
Personal Qualities
Essential
- Be comfortable working with all levels of organisation.
- Good interpersonal skills
- Self-starter, ability to work comfortably within resource constraints and deadlines.
Circumstances
Essential
- Able to meet the physical demands of the role, particularly the regular use of a VDU.
- Able to travel around UHB sites in a timely manner.
Other
Essential
- Willingness and ability to work flexibly in line with demands of the department and the service.
- Participate in on-call rota.
Aptitude and Abilities Skills
Essential
- Ability to produce good quality documentation..
- Presentation skills.
- Excellent written and verbal communication skills.
- Advanced keyboard skills.
- Problem solving.
Desirable
- The ability to speak or learn Welsh to a satisfactory level.
- Detailed experience with Microsoft Office and appropriate EUC management software.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
