Job Description
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:
* Lead, motivate and develop a team of technical support engineers and analysts
* Manage the day-to-day operation of the service desk, ensuring high-quality end-user support
* Act as an escalation point for complex technical issues while empowering your team to resolve incidents efficiently
* Drive service improvements, performance management and continuous improvement initiatives
* Oversee desktop architecture, end-user device environments and operating system deployments
* Work closely with infrastructure, security, cloud and third-party suppliers to ensure joined-up service delivery
* Take ownership of hardware and software asset management and lifecycle processes
* Ensure compliance with governance, security and audit requirements
* Contribute to digital strategy delivery, identifying opportunities for efficiencies and service enhancement
Key Skills & Experience
* Proven experience leading ICT service/support or service desk teams
* Strong people management skills, including performance management and staff development
* Solid understanding of IT operations, helpdesk/service desk environments and customer experience
* Broad technical knowledge across end-user devices, hardware, software and troubleshooting
* Experience driving service improvement, change and transformation
* Understanding of governance, risk and compliance in a public-sector or regulated environment
* Excellent stakeholder management and communication skills
* Commercial awareness and the ability to identify efficiencies and value opportunities
* A collaborative, inclusive leadership style aligned to public-sector values
Qualifications
* Relevant professional or technical qualification in ICT, IT service management or a related field
* Commitment to ongoing professional development
Occasional evening or weekend working may be required
If you have the relevant skills and experience to carry out the role, please apply using link.
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