DEPARTMENT:
Finance & Infrastructure
JOB TITLE:
IT Systems Manager
LAST UPDATED: May 2015 – subject to further review.
1.
MAIN PURPOSE OF JOB
Design, build, configure and maintain a scalable, resilient, reliable, secure and efficient
technology infrastructure platform to allow Samaritans organisation to function successfully.
Provide input and support to Samaritans projects to ensure new services/ technologies align
with current infrastructure and services.
2.
POSITION IN ORGANISATION
Reports to the Head of Information Systems
Liaises with staff at all levels within the General Office
Liaises with Regional Officers and Branches
Liaises with IT Support Volunteers
3.
4.
SCOPE OF JOB
Samaritans Networks
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Technology Budgets
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3rd Line Support for Client Services
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Strategy, Design & Build
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Service Continuity & Availability
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Configuration Management
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Maintenance & Support
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Information Security and Access Control
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Continual Improvement
DIMENSIONS AND LIMITS OF AUTHORITY
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Recommend and obtain approval from the Head of Information Systems for the
appropriate IT resource levels to provide the agreed level of services.
Operate within the capital and revenue budget authorised by the Directorate each year.
Purchase IT hardware, software and related products and services, as budgeted, for use
within General Office and remote Hosted locations.
Owning, maintaining and improving the Samaritans Network infrastructure.
QUALIFICATIONS
HND or equivalent in a computer science discipline desirable
Degree in a computer science discipline desirable
MSCE or equivalent certification desirable
ITIL or equivalent certification desirable
This job description is a statement of requirements at the time of writing and is not contractual. It
should not be seen as precluding future changes after appointment to this role.
6.
SKILLS, KNOWLEDGE AND EXPERIENCE
The successful candidate will be able to demonstrate experience in design, build,
configuration and management of networks to include Firewalls, Routers, Switches, Servers,
Desktop systems and communications devices using current and old technologies.
Previous experience should include the following:
 Technical design, build and support of remote office solutions.
 Implementing and supporting network and computing infrastructure strategies.
 Local and Remote Server management within Data Centre environments.
 Local and Remote management of Firewall’s, LAN’s, WAN’s and general network
administration.
 Local and Remote management of Servers and Desktop hardware, software and
applications.
 Network administration to including backups, security management, user account
management, e-mail systems including e-mail web server, internet access, office
systems and applications support.
 Deployment of hardware and software to ensure optimal deployment of resources.
 Managing local communications room power and cooling by working with Facilities
Departments.
 Negotiation of hardware/software services and technical support contracts with
vendors.
Skills
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Good interpersonal skills
Good communication skills
Staff management and leadership skills
Project Management
Sound IT knowledge and experience
Budgetary management skills
Business acumen
Customer focus
Motivational skills
Technical Skills
 Hosted/Cloud based IT desktop and telephony services (e.g. Office 365/Google
Apps etc)
 Windows Server 2003, 2008, 2012 (exposure to all versions)
 Microsoft Active Directory, DNS, DHCP and Group Policy’s
 Windows Terminal/Desktop Services 2003, 2008
 Windows File and Print Services 2003, 2008, 2012
 Exchange Server 2010
 SQL Server 2005, 2008, 2012 (Administration)
 Windows Server Update Services (WSUS)
 System Canter Operations Manager (SCOM)
 Windows 7 Professional
 Microsoft Office 2010
 Firewalls (Administration & Maintenance)
 Switches (Administration & Maintenance)
 Remote Access (WANs, VPNs)
 Support software TeamViewer
 Wireless AP’s, Routers
 LAN and WAN Routing
7.
PERSONAL ATTRIBUTES
 Self starter
 Team Worker
 High level of trust and integrity
 Prepared to work unsocial hours
 Willingness to travel to National Offices
This job description is a statement of requirements at the time of writing and is not contractual. It
should not be seen as precluding future changes after appointment to this role.
PART 2: DUTIES & KEY RESPONSIBILITIES
Samaritans Networks
 Own the Samaritans Network Infrastructure and provide support where outsourced to any
3rd Party.
 Document the Samaritans Network Infrastructure, to include Network, Domain, and
Server Schematics across all networks LANs and WANs.
 Provide support as required to 3rd Party to document Samaritans Network Infrastructure,
to include Network, Domain, and Server Schematics across all networks LANs and WANs
where outsourced.
Technology Budgets
 Own and maintain budgets that support the required Samaritans Infrastructure.
 Work within agreed budgets and budget processes.
3rd Line Support for Client Services
 Provide support to 1st and 2nd Line Client Support as required.
 Mentor 1st and 2nd Line Client Support as required.
Strategy, Design and build
 Develop and maintain a documented technology roadmap and Infrastructure strategy.
 Provide a physical and logical technology architecture that maintains an agreed level of
service availability.
Service Continuity & Availability
 Ensure that the infrastructure is accessible to users, response is timely and as much as
possible free from bugs and latent defects.
 Maintain an IT service continuity strategy that is capable of restoring system(s).
 Maintain and monitor resource utilisation to deliver adequate resources to meet business
demands, highlighting exceptions to management and taking remedial actions as agreed.
Configuration Management
 Ensure that all systems are fit for business purpose and in line with any signed off /
agreed requirements documentation.
 Establish and maintain build and configuration standards for network infrastructure.
 Responsible for release management and installation of software and ensure that all
infrastructure deployments have rollback plans.
Maintenance & Support
 Establish and maintain regular maintenance programmes to continually tune and
enhance the core infrastructure.
 Where agreed help maintain internally support software.
 Manage 3rd Party security, hardware and software vendor as appropriate.
Information Security and Access Control
 Support Samaritans in establishing an Information Security Management System (ISMS)
and IT Security policy that is current and based on best practice.
 To ensure that adherence of staff with IT security, data, quality and confidentiality policies
is monitored as appropriate.
 Monitor and manage agreed data protection, retention and protection strategies.
Continual Improvement
 Keep abreast of technology developments both within and outside of Samaritans’ industry
through creating a network of colleagues and attending industry / technology seminars as
appropriate to help Samaritans deliver and maintain competitive advantage.
General duties of a Samaritans’ staff member
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Contribute to the effective and efficient running of the General Office as appropriate.
Participate, as appropriate, in staff forums and meetings.
Adhere to all Samaritans’ Polices and Procedures.
Represent the General Office appropriately across the movement and Samaritans to the wider
community as appropriate.
Treat all colleagues, volunteers and members of the public with dignity and work within and
adhere to Samaritans’ equal opportunities statement and polices.
Carry out any reasonable requests made that are within the broad remit of the role.
This job description is a statement of requirements at the time of writing and is not contractual. It
should not be seen as precluding future changes after appointment to this role.