A Rare Opportunity in Our IT Team
Overview
Be part of something bigger. Be part of Norwich.
We’re proud to be advertising a rare managerial opportunity within our IT team as we embark on a major transformation journey. Through local government reorganisation, we’ll reimagining how technology drives our organisation—introducing smarter systems, stronger security, and innovative solutions that deliver real impact for our city and its communities.
This is your chance to help shape the future of IT services, working at the heart of change and playing a key role in modernising infrastructure, enhancing user experience, and supporting a digital-first approach.
Service and Support Lead
Are you passionate about delivering exceptional IT support and driving service excellence? We’re looking for a dynamic leader to head up the technical support function and Helpdesk within the Council’s IT service. In this pivotal role, you’ll:
Responsibilities
* Lead and develop a high-performing technical support team, fostering a culture of collaboration, trust, and continuous improvement.
* Ensure high-quality support for end-user devices and systems, managing service delivery across diverse technologies.
* Oversee Helpdesk operations, monitoring KPIs and driving customer satisfaction.
* Provide expert engineering input into desktop architecture, operating systems, and end-user application deployments.
* Work closely with the Infrastructure, Security & Support Manager to deliver the Council’s IT roadmap and transformation programme.
* Champion service transformation, cultural change, and process improvement initiatives.
Qualifications
* Proven experience leading ICT service and support teams, with a focus on staff development and performance management.
* Strong understanding of ICT operations, including Helpdesk management, incident resolution, and customer experience.
* Extensive technical knowledge of ICT hardware, software applications, and troubleshooting.
* Experience in driving service transformation and continuous improvement.
* Understanding of governance, risk, and compliance frameworks in ICT and public sector environments.
* Commercial awareness and ability to identify efficiencies and funding opportunities.
* Excellent leadership, communication, and stakeholder engagement skills.
* Strategic thinking and problem-solving ability, with experience managing change effectively.
* Relevant professional or technical qualification in ICT or service management, and evidence of ongoing professional development.
What You Need to Know
* While this is primarily an office-based role based at City Hall, we support flexible working arrangements where possible.
* Please note that occasional evening and weekend work may be required to support critical IT operations and service continuity.
* If you have any questions, contact the HR Team via recruitment@norwich.gov.uk
* Closing date: 15 February (applications reviewed on an ongoing basis; early applications encouraged).
* Interviews: Date to be confirmed, interviews will however be held remotely via Microsoft Teams.
Positive Action Statement
We are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively welcome applications from people of all backgrounds and particularly encourage those from underrepresented groups to apply.
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