IT Service Support Manager
| Dyddiad hysbysebu: | 01 Rhagfyr 2025 |
|---|---|
| Cyflog: | £47,670 i £51,690 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 11 Rhagfyr 2025 |
| Lleoliad: | SW1A 2AA |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 439395/1 |
Crynodeb
As the ICT Service Support Manager, you will lead the Service Support team of around 8 colleagues who provide technical support to all No10 staff, ensuring efficient use and management of resources, customer-focused secure services across the department. Working to the Head of Service Support, you will be responsible for managing all incidents, change requests, and escalation and tracking of problem resolution processes, in line with ITIL best practices, working to driving continuous service improvement forward.
This is a hands-on technical leadership role requiring a strong background in ICT desktop and networking infrastructure, service management tools, and the ability to troubleshooting complex technical issues in support of business requests. You will be expected to provide expert guidance and training to your team and you will work closely contribute directly to technical problem-solving with the service delivery team.
Responsibilities
Leading the Service Desk
- Manage the ICT Service Desk team of 8, ensuring timely and effective resolution of user issues and requests.
- Monitor performance against internal OLAs, producing regular reports and insights for senior stakeholders and management.
- Champion a culture of service excellence and user satisfaction.
Technical Oversight
- Provide expert-level technical support and guidance on ICT desktop and infrastructure, systems, and applications to support customers and also to help develop and train your team members.
- Lead technical investigations and root cause analysis for major incidents and recurring problems working closely with the IT Service Delivery team or suppliers.
- Ensure technical documentation and knowledge bases are developed, accurate and up to date and used as a reference throughout the IT Team.
ITIL Process Management
- Own and operate core ITIL processes including Incident Management, Request Fulfilment, Problem Management, and Knowledge Management and the Service Desk function.
- Ensure processes are documented, followed, and continuously improved.
Stakeholder Engagement
- Act as the primary point of contact for ICT service-related technical matters across the organisation.
- Collaborate with internal teams and external suppliers to ensure seamless service delivery and find solutions to business problems on a daily basis.
Team Development
- Lead, mentor, and develop the support team of ICT professionals.
- Promote professional development and ensure the team is equipped with the skills and tools needed to succeed, setup shadowing and mentoring for those who need it.
Service Improvement
- Identify and implement opportunities for automation, self-service, and process optimisation.
- Working with the Head of Service Support, develop service improvement initiatives and contribute to strategic ICT planning.
Governance & Compliance
- Ensure adherence to government ICT policies, data protection regulations, and cyber security standards at all times.
- Maintain accurate configuration items records login assets data, incidents against assets and services in order to improve service performance.
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