User Support Engineer | Full time | Preston, Lancashire

Salary £40,777 - £46,142 per annum | 37 hours per week | Permanent, Full time | 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. You’ll oversee workflow, performance, quality, and compliance across day-to-day operations.
• 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:

• You bring 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 pattern and location:

You must be prepared to work flexibly across the hours on various shift patterns from 8am to 6pm and 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?

Working here has its rewards. By joining Lancashire County Council, you can shape the career path that is right for you, with opportunities to gain personal and professional qualifications, coaching, and mentoring. Lancashire County Council truly is the place where you can have the career you’ve always wanted.

In return for your passion and expertise, we offer a generous benefits package, which includes:

• A competitive salary and Local Government Pension Scheme with generous employer contributions.
• A great holiday entitlement of 26 days annual leave, which increases with length of service. You will also be entitled to 8 Bank Holidays, 2 additional statutory Bank Holidays, and have the option to buy additional leave each year.
• Our staff discount scheme in partnership with Vivup, allowing you to access discounts with a range of UK retailers, saving on everything from weekly food shops to white goods and cars.
• Access to fantastic development and career opportunities.

Please include a supporting statement showing how you meet the criteria in the Job Description and Person Specification. This helps us ensure a fair and consistent shortlisting process. Please note that a CV alone will not be sufficient.

We reserve the right to lose the vacancy early if we receive sufficient applications.