Service & Support Lead in Norwich

A Rare Opportunity in Our IT Team. Be part of something bigger. Be part of Norwich. We’re proud to advertise a rare managerial opportunity within our IT team as we embark on a major transformation journey. Through local government reorganisation, we’ll be reimagining how technology drives our organisation – introducing smarter systems, stronger security, and innovative solutions that deliver real impact for our city and its communities.

This role involves leading the technical support function and Helpdesk within the Council’s IT service. In this pivotal position you will:

• Lead and develop a high-performing technical support team, fostering a culture of collaboration, trust and continuous improvement.
• Ensure high-quality support for end-user devices and systems, managing service delivery across diverse technologies.
• Oversee Helpdesk operations, monitor KPIs and drive customer satisfaction.
• Provide expert engineering input into desktop architecture, operating systems and end-user application deployments.
• Work closely with the Infrastructure, Security & Support Manager to deliver the Council’s IT roadmap and transformation programme.
• Champion service transformation, cultural change and process improvement initiatives.

Qualifications

• Proven experience leading ICT service and support teams, with a focus on staff development and performance management.
• Strong understanding of ICT operations, including Helpdesk management, incident resolution and customer experience.
• Extensive technical knowledge of ICT hardware, software applications and troubleshooting.
• Experience in driving service transformation and continuous improvement.
• Understanding of governance, risk and compliance frameworks in ICT and public sector environments.
• Commercial awareness and ability to identify efficiencies and funding opportunities.
• Excellent leadership, communication and stakeholder engagement skills.
• Strategic thinking and problem-solving ability, with experience managing change effectively.
• Relevant professional or technical qualification in ICT or service management, and evidence of ongoing professional development.

What You Need To Know

• The role is primarily office-based at City Hall, with flexible working arrangements where possible.
• Occasional evening and weekend work may be required to support critical IT operations and service continuity.

Contact the HR Team via recruitment@norwich.gov.uk if you have any questions. Closing date: 15 February. Applications are reviewed on an ongoing basis; early applications are encouraged. Interviews will be held remotely via Microsoft Teams. Dates to be confirmed.

Positive Action Statement

We are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively welcome applications from people of all backgrounds and particularly encourage those from under-represented groups to apply.

Equal Opportunities Policy

The council is committed to a policy of equality and opportunity in employment, in recruitment and in the services it provides. Applications are considered on their suitability for the post regardless of sex, gender re-assignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.

Benefits

• All employees are eligible to join the Local Government Pension Scheme (LGPS).
• Paid holiday entitlement starts at 26 days per annum and increases with length of service up to a maximum of 33 days per annum. This is pro-rated for part-time employees.
• In addition to statutory public holidays, an additional statutory day of leave is granted at Christmas.
• Occupational health and employee assistance support is available to staff.