Data, Digital and Technology Manager

Citizens Advice SORT Group is a growing and ambitious organisation determined to deliver the highest quality services to the communities we serve. We are leading providers of information, advice and casework services and support tens of thousands of clients every year.
Join our Innovation Team!
We're looking for an experienced IT Manager to lead the service that keeps our advice running. Every day, thousands of people turn to us at a point of crisis. When our systems work, our advisers can help them.
That is what this role is here to protect.

This full-time role, working 35 hours per week

• 38,707 rising to £41,116 per annum

This is a fantastic opportunity for someone to lead a small, capable team and grow a service that reaches well beyond our own four Boroughs. So, if you're looking for a new challenge and want the opportunity to help cultivate an innovative and client-focused culture, we want to hear from you.
About the Role
As Data, Digital and Innovation Manager you will run the group's IT support function and lead a team of three Data, Digital and Support Officers. Your job is to keep our advice services running without disruption, to keep our systems and our clients' data secure, and to make IT something colleagues find genuinely easy to work with.
Your work will span:

• Keeping the lights on: owning IT service delivery and continuity across four Boroughs, planning changes around advice delivery, and responding quickly when something breaks.
• Cyber security: enforcing our security standards and leading the work that keeps us certified to Cyber Essentials and Cyber Essentials Plus, year after year.
• Leading the help desk: managing and developing three officers, setting service standards, and using what the ticket queue tells you to cut repeat demand.
• Training and projects: contributing to IT training for staff and volunteers, and project managing IT work that falls within your remit.
• Supporting the wider network: acting as the key point of contact for the other local Citizens Advice offices we support, and helping grow that side of the organisation.

That last part matters. We already provide IT support to other local Citizens Advice under service level agreements, and we want to do more of it. You will be central to building an IT support function that serves not just SORT but the wider Citizens Advice network, which means shaping an offer that is sustainable, well documented and capable of scaling.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.
Other organisations may call this role IT Services Manager, Infrastructure & Support Manager, Head of IT, ICT Manager or Technical Services Manager.

Closing Date 17th October

• Essential skills and experience:
  • Demonstrable experience of managing or leading an IT support or service desk function in an organisation of comparable size and spread.
  • Experience of line managing or supervising staff, including supervision, development and performance.
  • Strong working knowledge of the technologies that underpin a modern hybrid workplace, including Microsoft 365, identity and access management, endpoint management, networking and telephony.
  • Practical understanding of cyber security controls and standards, and how to apply and enforce them across an organisation.
  • Experience of achieving or maintaining a recognised security standard such as Cyber Essentials, Cyber Essentials Plus, ISO 27001 or equivalent.
  • A track record of keeping services running, including incident management, planned maintenance and business continuity.
  • Ability to explain technical matters clearly to colleagues who are not technical, and to write guidance and training material people can follow.
  • Excellent interpersonal skills, with the ability to build trust with colleagues, partner organisations and suppliers.
  • Ability to plan and manage projects to time and budget, and to juggle competing priorities without losing sight of day to day service.
  • Ability to use a variety of IT and digital systems and packages, and to learn new ones quickly.
• Desirable skills and experience:
  • Experience of working in the charity, advice or wider third sector, or in another public service setting.
  • Experience of delivering IT support to external clients or partner organisations under a service level agreement.
  • Experience of contract, licence and supplier management, and of building or pricing a service offer.
  • A relevant qualification such as ITIL, CompTIA, Microsoft certification, PRINCE2 or Agile project management.
  • Experience of data protection and information governance in an environment handling sensitive personal data.
  • Awareness of how AI and automation are being applied to service delivery and IT support.