Grade 11
£46,581 - £53,287 (as of April 2024 pay band figures)
The Cheshire West and Chester Council Digital, Data and Technology (DDAT) department has recently undergone a significant transformation and is seeking a Technical Desktop Lead to lead a team of 3rd line and specialist user support analysts.
Cheshire West and Chester Council is committed to enabling everyone to Thrive, guided by core values of Teamwork, Honesty, Respect, Innovation, Value for Money, and Empowerment.
The DDAT department is looking to recruit an experienced and motivated Technical Desktop Lead to oversee a team of 3rd line and specialist user support analysts. This role is classified as Grade 11, with a salary range of £46,581 - £53,287 (as of April 2024 pay band figures).
Responsibilities include:
* Providing leadership to the third line technical support team, ensuring effective management of service requests to resolution.
* Ensuring the technical desktop team operates within established support processes and meets service level agreements and KPIs.
* Operating within agreed technical standards and ITIL procedures.
* Providing timely updates to service users regarding the status of their requests.
* Offering advanced technical troubleshooting, both individually and as a manager, acting as a point of escalation for complex issues requiring strategic resolution or environmental changes (hardware procurement, application updates, integration, etc.).
* Organising dedicated face-to-face user clinics or project support, especially during periods of technological change.
* Undertaking user satisfaction assessments as directed.
* Collaborating with colleagues to analyze data and trends related to problem management, incident management, demand, productivity, and service requests.
The ideal candidate will possess a Degree in ICT/DDAT or equivalent experience, be qualified or willing to qualify in SDI: Service Desk Foundation or Service Desk Analyst, and have knowledge of ITIL, with practical understanding of core ITIL functions. Leadership or management training or experience is essential. Specific experience required includes:
* Experience working in a DDAT support/service desk environment with a customer-focused approach, ideally in 3rd line technical support and desktop configuration.
* Experience with core ITIL functions such as Service Desk, Change, Problem, Incident, or Release Management, and Applications Support.
* Knowledge of DDAT service operations and 24/7 IT environment management.
* Experience managing and configuring service management software within an DDAT environment.
* Strong technical support skills, including proficiency with MS products, operating systems, applications, Active Directory, and device management.
* Experience collaborating with application managers to analyze call data and resolve recurring issues.
As this is a managerial position, experience in leading, inspiring, and developing teams is vital.
For more detailed information on role responsibilities and person specifications, please review the job profile.
Joining Cheshire West and Chester Council means becoming part of a GOLD Investors in People (IiP) organisation, committed to building a resilient future through thriving, caring, and sustainable communities.
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