Responsibilities
* Lead, coach, and mentor a team of ICT support engineers and technicians.
* Manage daily operations of the ICT support team, including workload allocation, performance monitoring, and staff development.
* Act as the escalation point for complex technical issues and critical incidents.
* Conduct regular team meetings and performance reviews.
* Provide advanced technical support for hardware, software, network, and server issues.
* Oversee the installation, configuration, and maintenance of ICT systems, including desktops, laptops, mobile devices, general telephony, printers, and our MDM.
* Ensure adherence to ITIL processes for incident, problem, and change management.
* Monitor system performance and security, responding proactively to potential risks or failures.
* Lead or contribute to ICT projects, upgrades, system implementations and acquisition integrations.
* Identify opportunities to improve processes, service delivery, and system reliability.
* Work closely with other ICT teams and departments to deliver integrated technology solutions.
* Document technical procedures, policies, and knowledge base articles.
* Ensure compliance with ICT policies, standards, and cybersecurity best practices.
* Support audits, risk assessments, and data protection initiatives.
* Maintain accurate asset and license management records.
* Collaborate with the operational team to assist with contract mobilisation and configuration.
Qualifications
* Strong technical skills across infrastructure, networking, and end‑user support, coupled with the ability to manage workloads, prioritise incidents, and deliver outstanding customer service.
* Knowledge of ITIL Processes.
* Strong knowledge of Microsoft 365, Active Directory, Windows Server, networking (LAN/WAN/Wi‑Fi), and virtualisation technologies.
* Experience with ICT service management (ITSM) systems and ITIL frameworks.
* Leadership and team management.
* Minimum 5‑7 years of experience in ICT support, including at least 2 years in a supervisory or team lead role.
* Demonstrable experience managing complex incidents and service escalations.
* ITIL Foundation certification.
* CompTIA A+ (or equivalent).
About Sureserve
Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well‑positioned to support our clients now and in the future.
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