Service and Support Lead
Norwich
£50,000-£55,000 (DOE)
We are recruiting a Service and Support Lead on behalf of a large and forward-thinking local authority. This is a key leadership role within the IT service, responsible for overseeing the technical support function and helpdesk, while contributing to wider digital transformation and service improvement initiatives.
This role would suit an experienced IT support or service desk leader who combines strong people management skills with hands-on technical expertise and a passion for delivering excellent customer-focused services in a public-sector environment.
Key Responsibilities
As Service and Support Lead, you will:
1. Lead, motivate and develop a team of technical support engineers and analysts
2. Manage the day-to-day operation of the service desk, ensuring high-quality end-user support
3. Act as an escalation point for complex technical issues while empowering your team to resolve incidents efficiently
4. Drive service improvements, performance management and continuous improvement initiatives
5. Oversee desktop architecture, end-user device environments and operating system deployments
6. Work closely with infrastructure, security, cloud and third-party suppliers to ensure joined-up service delivery
7. Take ownership of hardware and software asset management and...