Job description
The mobile support manager provides 2nd line support for King’s mobile apps and development and publishing platforms.
Projects – work with the mobile team and stakeholders to transition mobile app projects into live services.
Service – manage incoming service desk and incident tickets and resolve them.
Operations – manage the lifecycle of King’s apps though delivery platforms, app stores and update cycles
The Mobile support manager would have knowledge in working on and developing the Kings College Mobile delivery for Students.
This post will be offered on an indefinite contract
This is a full-time post
Key responsibilities
Mobile app project delivery
• Be part of the project Transition team and be the person responsible for a fit for purpose SOM, relationship with the Service Desk, Technical point of contact for the team and IT relationships
• Management of App Developer account access and permissions in Android and Apple environments.
Support management of King’s apps
• Manages Kings College London application and mobility needs, including carrying out installation of necessary software, as well as the safe protection of the IT base of the Kings College by installing necessary protection tools, such as the Anti-virus software and other software needs.
• The manager’s role is to ensure that all necessary mechanisms and inventories are in place for the smooth running of the mobile environment.
• Coordinate the use of this technology at the workplace cannot be overemphasized.
• Supporting Applications, connections, networking, test running, and troubleshooting of the Kings College Mobility Environment
• Responsible for all management of the Kings College mobile environment making necessary efforts to ensure all information there is protected and safe.
• Communicate with 3rd Party vendors and within various departments within the college to develop the mobile base.
• Run workshops for troubleshooting and new developments.
• Communicate and express levels of documentation to varied targeted audiences. Creating documentation to a varied audience with different technology skill levels.
• Process Improvements and reviewing processes and work on refining these processes.
• Problem Management skills – This person will be able to have effective communication and problem management skills to continuously identify root causes and lessons learned, also able to provide.
• to fulfill the requirements of the organization
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Skills, knowledge, and experience
Essential criteria
1. Microsoft/Apple certified and/or appropriately experienced.
2. Excellent diagnostic and problem-solving skills
3. Able to install, configure, upgrade and test desktop computers (both Windows and Mac), peripherals and basic office applications
5. Knowledge of computer operating systems (Android for mobile)
6. Excellent communication, liaison and coordination skills
7. Ability to think creatively in order to anticipate and solve problems and take corrective action where necessary
8. Commitment to the innovative development of user-oriented services
9. Customer-focused approach to service delivery and development
Desirable criteria
1. An understanding of the research/teaching needs of higher education
2. ITIL Foundation certification
3. Membership of an appropriate professional body eg BCS
Desirable criteria
• Creating a RACI Matrix
• Apple Business Manager Experience
• Samsung Knox Knowledge and experience
• Harmony OS knowledge
• SCCM experience
• Worked within ITIL governance
Further information
Mobile, support, iOS, Apple, Android, app,
.