Ict Support Services Manager

ICT is part of the Council’s Customer and Digital Services Directorate.

• to provide high quality IT systems, support and maintenance across the organisation
• to provide strategic advice and guidance to the service areas and their directorates
• to contribute to the delivery of the Council’s Digital First approach

The ICT Service consists of several functions including:

• Service Desk
• Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and third‑party applications
• ICT Services teams delivering network, server and end user computing services
• Security and Compliance
• Enterprise Architecture

The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud‑based service offerings.

You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting‑edge technologies.

You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.

• Manage, direct and develop the Support Services team comprising of the ICT Service Desk and End User Support functions, providing first, second and third line technical support services to council staff, elected members, schools and partner organisations.
• Provide advice and guidance in the planning phases of ICT projects to ensure that end user requirements are considered in the overall specification.
• Investigate and diagnose complex problems, deliver solutions and maintain overall infrastructure performance.
• Advise and assist with the assessment, evaluation, testing and implementation of new products and systems and solutions.
• Coordinate and manage the response to incidents including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and that SLAs for the team are met, monitored and reported on.
• Provide advice and training to users regarding functionality, correct operation or constraints and create suitable work‑arounds or modifications.
• Act as an escalation point for changes, requests, incidents and problems within the team and the wider ICT Service.
• Effectively recruit, deploy, manage and train teams; set objectives and targets. Monitor and analyse team performance taking action to address performance not on target.
• Create an environment to support continual service improvement in consultation with key stakeholders.
• Provide management information, as required, and collaborate with key stakeholders regarding operational performance.
• Take personal responsibility for own health and safety and promote compliance within the team, ensuring a safe working environment.
• Conduct audits and reviews to ensure projects are delivered on time, within budget and to quality standards.
• Build relationships with suppliers, customers, technical and support staff to ensure systems and information requirements are specified and delivered.
• Develop, review and maintain service plans, policies, processes and procedures.
• Monitor and take action to ensure performance of service meets objectives, targets and quality standards.
• Identify, investigate and, where necessary, implement opportunities to improve service delivery.

• Proven delivery of exceptional customer service along with experience tracking and monitoring the performance of service delivery through all channels (human, digital, self‑service, automated) to ensure metrics and reports are analysed, and issues are resolved.
• Practical experience of problem management and proven ability to investigate and resolve problems in systems and services including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
• Experience of managing first and second line IT…