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- Tasks: Lead the ICT Service Delivery Team and ensure top-notch service for our residents.
- Company: Join a dynamic, forward-thinking organisation committed to innovation.
- Benefits: Flexible working hours, career development, and a supportive work environment.
- Why this job: Make a real impact by improving ICT services and supporting your community.
- Qualifications: Experience in ICT support, ITIL knowledge, and strong leadership skills required.
- Other info: Opportunity for growth with occasional evening and weekend work.
The predicted salary is between 36000 - 60000 £ per year.
This is an exciting opportunity to join our dynamic, forward-thinking organisation and play a key role in supporting our residents. As ICT Service Support Manager, you will lead our ICT Service Delivery Team and act as the main operational interface between the business and ICT Services.
You will ensure that service delivery meets agreed KPIs and high-quality standards, managing the Service Desk and technical support functions, and be the point of escalation for the ICT Service Delivery Team to provide operational guidance and technical support for complex issues. Using practices from the ITIL framework, you will drive continuous improvement in ICT Service Delivery. Working closely with suppliers, partners, and internal teams, you will help maintain highly available, secure, and customer-focused business systems across the Council.
We are looking for an individual who has experience with:
- Managing ICT support functions, including the Service Desk, system administration, and familiar with technical infrastructure.
- Providing senior technical support for complex endpoint issues, including how to manage the call life cycle through incident and problem management.
- Experience working in an ITIL environment and understanding relating to Incident and Service Request, Problem, and Change management.
- Leading on ICT Service Level, Availability, Continuity, Capacity, Security, Release, and Configuration Management in line with industry best practices such as ITIL.
- Experience with budgets and ensuring cost-effective procurement and service delivery.
- Producing operational reports, statistics, and KPIs to monitor and improve performance.
- Developing and maintaining frameworks, procedures, and standards for professional ICT Service Delivery.
The ideal candidate would be:
- Educated to degree level or possess equivalent higher education or experience.
- Ideally ITIL certified, with additional qualifications such as PRINCE2, Microsoft and Network qualification.
- A confident communicator with excellent organisational and leadership skills.
- Experienced in managing staff development, including performance reviews and skills analysis.
- Skilled in commercial negotiation with vendors and managing supplier contracts.
- Committed to continuous improvement and delivering high-quality ICT services.
This role may require occasional work outside of normal office hours, including evenings and weekends, to support service and project delivery. The Council supports flexible working arrangements to help maintain a healthy work/life balance.
If you are shortlisted for interview, you will be invited to our Council Offices in Beeston. The selection process will include a 20 minute technical test followed by a panel interview (approximately 50 minutes) covering your experience and scenario-based questions.
This is a designated car user post. The role is not politically restricted and is exempt under the Rehabilitation of Offenders Act.
Please quote reference No: C64
Closing date: 5 March
Expected interview date: TBC
ICT SERVICE SUPPORT MANAGER in Nottingham employer: Broxtowe Borough Council
Contact Detail:
Broxtowe Borough Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT SERVICE SUPPORT MANAGER in Nottingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the ICT field and let them know you're on the hunt for an ICT Service Support Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for that technical test! Brush up on your ITIL practices and be ready to showcase your knowledge of incident and problem management. Practising common scenarios can help you feel more confident when it comes to the real deal.
✨Tip Number 3
Showcase your leadership skills during the interview. Be ready to discuss how you've managed teams and improved service delivery in the past. We want to see how you can lead our ICT Service Delivery Team to success!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our dynamic team.
We think you need these skills to ace ICT SERVICE SUPPORT MANAGER in Nottingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your ICT support management experience and any ITIL practices you've implemented. We want to see how you can lead our ICT Service Delivery Team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the ICT Service Support Manager role. Share specific examples of how you've driven continuous improvement in service delivery and managed complex technical issues.
Showcase Your Leadership Skills: Since this role involves managing a team, make sure to highlight your leadership experience. Talk about how you've developed staff, conducted performance reviews, and fostered a positive team environment. We love seeing candidates who can inspire others!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our dynamic team!
How to prepare for a job interview at Broxtowe Borough Council
✨Know Your ITIL Inside Out
Since the role heavily involves ITIL practices, make sure you brush up on your knowledge of Incident, Problem, and Change management. Be ready to discuss how you've applied these frameworks in past roles and how they can drive continuous improvement in service delivery.
✨Showcase Your Leadership Skills
As an ICT Service Support Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on staff development, performance reviews, and how you've fostered a positive work environment. This will demonstrate your capability to lead effectively.
✨Prepare for Technical Scenarios
Expect scenario-based questions during the panel interview. Think about complex technical issues you've resolved and how you managed the call life cycle. Practise articulating your thought process clearly, as this will show your problem-solving skills and technical expertise.
✨Understand Budget Management
Familiarise yourself with budget management principles, especially in relation to cost-effective procurement and service delivery. Be prepared to discuss how you've managed budgets in previous roles and how you can ensure financial efficiency in this position.