Salary £40,777 - £46,142 per annum | 37 hours per week | Permanent, Full time | Preston, Lancashire
International Sponsorship – this role is not open to international sponsorship
We are seeking a motivated and dedicated leader to manage our ICT Support Centre team following the retirement of the current post holder. The successful candidate will oversee the delivery of exceptional frontline digital support to colleagues and partners across the organisation.
What you’ll do
Lead and develop a high‑performing team—setting SMART objectives, coaching, and driving continuous improvement. You’ll oversee workflow, performance, quality, and compliance across day‑to‑day operations.
Professional technical leadership, acting as a technical reference to deal with escalated issues.
Own service excellence across Incident Management and Service Requests, ensuring a consistent, high‑quality experience for every end user.
Champion quality and compliance—monitor, report and act on performance and non‑conformance; help maintain standards; and ensure robust information governance and data protection.
Drive knowledge and improvement—work with our Knowledge Officer and Continual Service Improvement team to keep the Knowledge Base accurate and deliver service enhancements.
Represent Digital Services—communicate clearly with stakeholders, handle escalations professionally, and promote our service to visitors and partners.
About you
You bring significant ICT support experience (3+ years) with a strong grasp of ITIL in practice, ideally with ITIL Foundation (or above
Proven line‑management/leadership, with the ability to prioritise, analyse performance data, and motivate people to deliver to tight timescales.
A calm, customer‑focused communicator who can solve problems, coach others, and uphold high professional standards.
Our values
We live our values every day—Supportive, Innovative, Respectful, Collaborative—and we’re looking for a leader who will model and amplify them across the Support Centre.
You must be prepared to work flexibly across the hours on various shift patterns from 8am to 6pm and the role is based at County Hall, Preston with regular office attendance required to support the work of the team.
If you would like a confidential conversation with the User Support Team Leader, please contact Steph Smith