Overview
Job Title: ICT Support Centre Manager (Permanent, Full time)
Salary: £40,777 - £46,142 per annum
Hours: 37 hours per week
Location: 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. Oversee workflow, performance, quality, and compliance across day‑to‑day operations.
* Provide 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
* 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.
Working Arrangements
You must be prepared to work flexibly across the hours on various shift patterns from 8am to 6pm. The role is based at County Hall, Preston with regular office attendance required to support the work of the team.
How to Apply
If you would like a confidential conversation with the User Support Team Leader, please contact Steph Smith at stephanie.smith2@lancashire.gov.uk.
Why Join Us? Benefits
Working here has its rewards. By joining Lancashire County Council, you can shape your career path with opportunities to gain personal and professional qualifications, coaching, and mentoring. We offer a generous benefits package, including:
* A competitive salary and Local Government Pension Scheme with generous employer contributions.
* A great holiday entitlement of 26 days per year, increasing with length of service, plus 8 Bank Holidays, 2 additional statutory Bank Holidays, and the option to buy additional leave each year.
* Staff discount scheme with Vivup, offering discounts with a range of UK retailers.
* Access to development and career opportunities.
Please include a supporting statement showing how you meet the criteria in the Job Description and Person Specification. A CV alone will not be sufficient. We reserve the right to close the vacancy early if we receive sufficient applications.
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