ICT Centralised Services – Maldon District Council in Essex

Maldon District Council is working in partnership with Essex Shared Services to support the role of ICT Centralised Services—a full‑time position offering hybrid working with an expectation of attending the office one day per week.

Role Purpose

• Provide specialist technical support across ICT services by monitoring, maintaining and assuring the performance, availability and stability of the Council’s ICT systems and infrastructure.
• Act as a central technical resource between IT projects and IT support, supporting the transition of systems, upgrades and changes into business‑as‑usual service.
• Monitor system performance, alerts and incidents to identify emerging issues, risks or service degradation and support timely resolution.
• Support business‑as‑usual ICT services by responding to and assisting with technical incidents and problems when required, flexing effort in response to operational need.
• Provide technical input and assurance to IT projects, ensuring systems are stable, secure and supportable prior to and following implementation.
• Ensure ICT systems and services operate in line with agreed standards, security requirements, policies and best practice.
• Maintain accurate technical records, documentation and monitoring information to support effective service management and continuity.
• Work collaboratively with IT support, project teams and suppliers to deliver reliable, resilient and customer‑focused ICT services.
• Be a role model for the service, demonstrating professionalism, resilience and a strong focus on communication, continuous improvement and service quality.

Accountabilities – Service Delivery

• Monitor the performance, availability and health of ICT systems, infrastructure and services, identifying issues, trends and risks and supporting timely resolution.
• Provide specialist technical support across ICT services, contributing to the resolution of incidents, problems and service disruptions where required.
• Support the transition of IT projects, system changes and upgrades into business‑as‑usual support, ensuring appropriate handover, documentation and technical assurance.
• Work closely with IT support and project teams to ensure systems are stable, secure and supportable, providing technical input and challenge where appropriate.
• Maintain and update technical documentation, system records and monitoring information to support effective service management and continuity.
• Identify opportunities to improve system performance, resilience and monitoring arrangements, contributing to continuous improvement activity.
• Support compliance with ICT policies, security standards, data protection requirements and technical governance arrangements.
• Engage with internal teams and external suppliers as required to support effective ICT service delivery and issue resolution.

The Experience You Will Bring – Qualifications and Knowledge

• A strong candidate will have a relevant degree or equivalent experience, supported by ongoing CPD and technical knowledge across ICT systems, infrastructure, cloud services and service management.
• You’ll bring hands‑on experience in ICT service delivery, with a solid understanding of local‑authority‑scale environments, Azure cloud platforms, system monitoring, performance management and ITSM practices.
• You should understand how projects transition into BAU support, be aware of cyber security, resilience, backup and recovery, and have strong knowledge of information governance and data protection.
• Crucially, you’ll recognise how ICT underpins wider council operations and frontline services.

Experience

• A strong candidate who has hands‑on experience in technical ICT support within medium or large organisations, confidently monitoring live systems, responding to alerts and resolving or escalating issues.
• You’ll have experience supporting both BAU services and project changes, working with cloud platforms like Azure, following ICT standards and change control, and contributing to incident investigation and service improvement.
• You’ll work collaboratively with teams and suppliers, managing competing priorities and adapting to changing operational demands in a technical environment.

Skills and Ability

• A strong candidate who will bring solid technical aptitude, able to monitor and interpret system performance, investigate issues and take appropriate action.
• You’ll work confidently across BAU and project activity, using strong problem‑solving skills, clear communication and the ability to explain technical matters to non‑technical colleagues.
• You’ll collaborate effectively with ICT teams, stay organised while managing competing tasks, remain calm in a live operational environment, and use ICT tools and Microsoft applications to track activity and maintain accurate records.
• A willingness to continue developing your technical skills as systems evolve is essential.

Benefits

• The Local Government Pension Scheme
• Generous holiday entitlement
• Flexible and agile working
• Employee assistance programme
• Cycle to work scheme
• Salary sacrifice car lease scheme
• Discounted local gym membership
• Free parking

We welcome applications from people of all backgrounds, cultures and experience. Applicants will be considered regardless of race, sex, disability or marital status. Maldon District Council is a Disability Confident Employer and has undertaken actions to successfully employ and retain disabled people and those with health conditions.