Title:Tier 1 Systems Support Lead Officer
Grade/Salary: Band G
Contract Type: Permanent
Hours: 37 hours per week
Location: Sandwell Council House
We 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 Responsibilities
- Lead, 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.
Qualifications
- You will be educated to degree level in a relevant subject or be able to demonstrate equivalent relevant experience
Closing Date:22nd November 2026
We 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.uk
For more information about working for Sandwell Council, our recruitment process and our offer to you please visithttps://www.sandwell.gov.uk/counciljobs
https://www.sandwell.gov.uk/WeAreSandwell/council/story
#WeAreSandwell
Sandwell 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 employer: Sandwell
At Central Saint Michael’s, we pride ourselves on being an exceptional employer that values passionate educators and fosters a collaborative work culture. Our commitment to professional development ensures that lecturers have ample opportunities for growth while contributing to a vibrant learning environment that empowers students to excel in their studies. Located in a supportive community, our campus offers a unique chance to make a meaningful impact on the next generation of scientists.
