A vacancy has arisen within Digital Services, Infrastructure and Support for an experienced, enthusiastic and flexible Combined Support Team Leader. You will lead a frontline support function that helps colleagues, customers and stakeholders across the council to work effectively every day. WHAT IS INVOLVED? The Combined Support Team Leader role is fast paced and hands on. You will lead the day-to-day delivery of frontline ICT support across service desk, remote and field operations, ensuring issues are handled quickly and effectively for our customers and stakeholders. You will provide technical advice and guidance across these operations, support effective prioritisation and escalation, and embed a consistent, high quality service using Halo ITSM and established procedures. Key responsibilities include the following: Lead the delivery of incident, request, problem and event management, ensuring timely resolution and a positive customer experience. Manage demand and performance against agreed service level agreements, using Halo ITSM reporting to monitor trends and drive continuous improvement. Provide expert technical support and guidance, taking ownership of complex issues through to resolution and communicating clearly with customers and stakeholders. Contribute to project delivery and service transition, operational planning and the development of policies, procedures and knowledge articles to support a consistent service. We encourage you to contact Paul Musgrove via email at Paul.Musgrove@durham.gov.uk to arrange an informal discussion about the role. WHAT WILL I NEED? You will need a degree or equivalent qualification in computing or a related discipline, together with a strong background in IT support and proven experience in team leadership. You will be a clear communicator who builds positive relationships with users, colleagues, suppliers and stakeholders, and you will be skilled at planning and prioritising in a busy environment with a commitment to high standards of service and quality. Please refer to the attached Person Specification for the full criteria. If successful, you will be required to apply for a Basic Disclosure. INTERVIEWS Interviews will be held week commencing 20th April 2026. We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran. OUR OFFER TO YOU We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable. Explore the full range of rewards and benefits on our website. Rewards and benefits are subject to individual terms and conditions. EQUALITY, DIVERSITY, AND INCLUSION We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled people and offer support throughout the recruitment process. HOW TO APPLY Please note, we do not accept CVs. All applications must be submitted online via the Northeast Jobs portal. Use the ‘Person Specification’ section of the form to clearly demonstrate how you meet the essential (and where possible, desirable) criteria. Applications that do not evidence the essential requirements will not be shortlisted. Please visit our website to understand our position on using AI to support your application and for guidance on completing your application. If you require assistance when applying for this role, please contact our Recruitment Helpdesk on 03000 26 27 27, or via email RecruitmentResources@durham.gov.uk All correspondence relating to your application will be sent from donotreply@northeastjobs.org.uk. Kindly check your spam/junk folder regularly to ensure you don’t miss any updates. CONNECT WITH US Follow us on Instagram Like us on Facebook Visit our website VPRS/161