Location: OldburySalary: 44,253 - 49,817 per yearEmployment: Full timeCategory: IT ManagerPosted: 2026-11-10Valid to: 2026-11-22Apply: https://www.wmjobs.co.uk/job/281591/tier-1-systems-support-lead-officerEmployer: Sandwell Metropolitan Borough CouncilTitle: Tier 1 Systems Support Lead OfficerGrade/Salary: Band GContract Type: PermanentHours: 37 hours per weekLocation: Sandwell Council HouseWe are looking for an experienced and motivated Tier 1 Systems Support Lead Officer to join our Digital Services team and play a key role in supporting and enhancing our Oracle Fusion and associated business systems.This is an exciting opportunity to lead a customer-focused support team responsible for delivering high-quality system support, driving service improvements, and ensuring users receive an efficient and effective service. You will act as the main escalation point for complex issues, oversee incident management activities, and work closely with stakeholders, suppliers and colleagues across the organisation to support business change and continuous improvement.As the lead officer for Tier 1 support, you will combine strong people management skills with hands-on operational expertise, ensuring service standards are maintained whilst fostering a culture of development, collaboration and customer excellence.Key ResponsibilitiesLead, manage and develop the Tier 1 Support Team.Oversee support requests and incidents, ensuring delivery against agreed service standards and SLAs.Act as the primary escalation point for complex system and service issues. Produce, analyse and present service performance reports and management information.Chair incident governance meetings and drive improvements to support processes.Support user engagement, communications and training activities to maximise system adoption. Develop and maintain support documentation and knowledge resources.Work collaboratively with business stakeholders, suppliers, implementation partners and technical teams.Contribute to service improvement initiatives aligned to ITIL best practice.QualificationsYou will be educated to degree level in a relevant subject or be able to demonstrate equivalent relevant experienceHow to ApplyPlease submit a CV and supporting statement to: Omer_Zaman@sandwell.gov.ukbefore the closing date.Closing Date: 22nd November 2026We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to submit your CV as soon as possible. When submitting your CV and supporting statement, please refer to the supporting documents attached.If you are an internal candidate and currently at risk, please let the recruiting manager know.If you wish to apply as Care Leaver or a Disability Confident candidate, please make sure to state this when submitting your CV.If you have a disability and require assistance in submitting your CV, please contact Omer_Zaman@sandwell.gov.ukFor more information about working for Sandwell Council, our recruitment process and our offer to you please visit Click here to find out more about our One Team Framework: Values and Behaviours#WeAreSandwellSandwell Council welcomes applications from Armed Forces veterans and values the transferable skills and experience they bring. Under our Veterans’ Guaranteed Interview Scheme, eligible veterans who demonstrate that they meet all the essential criteria for the role will be guaranteed an interview. Please indicate in your application that you wish to be considered under the scheme.
Tier 1 Systems Support Lead Officer in London employer: Sandwell Metropolitan Council
As a Finance Business Partner within our values-driven council, you will enjoy a supportive culture that prioritises employee development and well-being. With excellent benefits, a competitive remuneration package, and a hybrid working model, this role offers the unique opportunity to make a meaningful impact on children's services while collaborating with senior leaders and stakeholders. Join us in shaping financial governance and sustainability, all while contributing to improved outcomes for children and families in our community.
Contact Details:
Sandwell Metropolitan Council Recruitment Team
