Digital Services Support Manager
| Posting date: | 02 September 2025 |
|---|---|
| Salary: | £48,226 to £53,459 per year |
| Hours: | Full time |
| Closing date: | 17 September 2025 |
| Location: | Stevenage with hybrid working opportunities. Travel across the county will be required from time to time |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Hertfordshire County Council |
| Job type: | Permanent |
| Job reference: | HCC28682 |
Summary
About the team
The Digital Services team are responsible for supporting all applications, infrastructure, and communications systems across the Community Protection Directorate (CPD) and Fire Collaboration (FC). This team delivers critical application and system support to Hertfordshire Fire and Rescue Service, operating 24x7x365 to ensure the reliable mobilisation of fire engines and crews in response to emergencies.
About the role
We’re looking for a proactive and experienced IT Support Manager to join our team and play a pivotal role in managing IT operations, service delivery, and supplier relationships. This is a dynamic position that blends technical oversight, project management, and team leadership to ensure the smooth running of critical digital services across the organisation.
You will be responsible:
For the day-to-day support of all, applications, infrastructure and communications equipment
Work and liaise with users, 3rd party providers, stakeholders and other team members to resolve technical issues and problems which have been escalated to you
Creating technical designs and specifications
Deliver projects within timescales and within budget
Responsible for the Incidents and Problems process for Digital Services
Be an active member of the Change Control Board, Service Reviews and Project meetings
You will also be required to provide out of hours escalation support to the out of hours engineers on every other week
About you
Essential
Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL v4.
Proficient in using Service Management platforms such as ServiceNow, Remedy, or equivalent tools.
Skilled in developing and managing Service Level Agreements (SLAs) to ensure service quality and accountability.
Experienced in implementing and maintaining change control processes to support stable and secure service delivery
Capable of chairing service review meetings with third-party vendors and partners to monitor performance, resolve issues, and drive continuous improvement
This role requires the ability to travel independently throughout the county including to locations, and during times, where public transport may not be available
Desirable
Hands-on experience working within Microsoft Azure environments, including familiarity with its services, architecture, and operational best practices
Experience working with SQL databases, including querying and data management.
Proficient user of Microsoft Office 365 and SharePoint, with an understanding of collaboration and document management features.
Familiarity with Fire Service practices and procedures, supporting operational effectiveness.
Experience in supporting Fire Service-specific applications, ensuring reliability and user satisfaction
Demonstrated project management experience, including planning, execution, and stakeholder coordination.
Understanding of public sector procurement processes, including compliance and vendor engagement.
Experience in asset management, including tracking, lifecycle management, and reporting.
The Digital Services team are responsible for supporting all applications, infrastructure, and communications systems across the Community Protection Directorate (CPD) and Fire Collaboration (FC). This team delivers critical application and system support to Hertfordshire Fire and Rescue Service, operating 24x7x365 to ensure the reliable mobilisation of fire engines and crews in response to emergencies.
About the role
We’re looking for a proactive and experienced IT Support Manager to join our team and play a pivotal role in managing IT operations, service delivery, and supplier relationships. This is a dynamic position that blends technical oversight, project management, and team leadership to ensure the smooth running of critical digital services across the organisation.
You will be responsible:
For the day-to-day support of all, applications, infrastructure and communications equipment
Work and liaise with users, 3rd party providers, stakeholders and other team members to resolve technical issues and problems which have been escalated to you
Creating technical designs and specifications
Deliver projects within timescales and within budget
Responsible for the Incidents and Problems process for Digital Services
Be an active member of the Change Control Board, Service Reviews and Project meetings
You will also be required to provide out of hours escalation support to the out of hours engineers on every other week
About you
Essential
Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL v4.
Proficient in using Service Management platforms such as ServiceNow, Remedy, or equivalent tools.
Skilled in developing and managing Service Level Agreements (SLAs) to ensure service quality and accountability.
Experienced in implementing and maintaining change control processes to support stable and secure service delivery
Capable of chairing service review meetings with third-party vendors and partners to monitor performance, resolve issues, and drive continuous improvement
This role requires the ability to travel independently throughout the county including to locations, and during times, where public transport may not be available
Desirable
Hands-on experience working within Microsoft Azure environments, including familiarity with its services, architecture, and operational best practices
Experience working with SQL databases, including querying and data management.
Proficient user of Microsoft Office 365 and SharePoint, with an understanding of collaboration and document management features.
Familiarity with Fire Service practices and procedures, supporting operational effectiveness.
Experience in supporting Fire Service-specific applications, ensuring reliability and user satisfaction
Demonstrated project management experience, including planning, execution, and stakeholder coordination.
Understanding of public sector procurement processes, including compliance and vendor engagement.
Experience in asset management, including tracking, lifecycle management, and reporting.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.