It Support Manager (Information Technology)

Job Type:
Job Sector:
Salary Description:
£25 - £27/hour
Job Ref:

Job Purpose:

Responsible for designing, developing, implementing and embedding continuous service improvements across the Shared Service
Overall management and leadership of the support function for the ICT infrastructure for the Shared Service, covering all four areas of client, datacentre, voice & data network and application support.
Responsible for all aspects of service delivery and directly accountable for service performance.
Accountable for performance management of team measured against Service Descriptions and SLAs and KPIs
Report to senior stakeholders across the shared service, including Directors and Members.

Principal Accountabilities and Responsibilities:

Responsible for developing and implementing new and improving existing service policies, processes and procedures.
Make a positive contribution to the delivery of the service, this will include working flexibly and positively to achieve the objectives of the Shared Service and individual councils.
Manage and lead staff to achieve high performance and effective operational delivery, including developing and improving staff capability.
Manage a customer focused service and the effective use of resources.
Ensure that the shared service and individual council’s overall vision, values and ethos are central to the requirements of the service.

Responsible for making sure that staff cover is in place across a 24 hour basis, in line with Service SLAs, ensuring that all out of hours Priority 1 calls are dealt with through to resolution.

Support effective working relationships and act as an ambassador and advocate within the shared service and with external organisations
Keep up to date with developments in service delivery and best practice to ensure the service performs effectively and to the highest standards.
Continuously monitor progress on all aspects of service delivery and direct the Service Delivery Team Leaders to take necessary action as required to rectify issues.
Carry out duties with due regard to the Council’s Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety policies and procedures.
Undertake any other duties commensurate with the general level of responsibility of this post.

Have an oversight of all incoming queues on the IT servicedesk system, ensure call volumes are under control and address any issues with Service Delivery Team Leaders.

council staff on how to do the same.
Work proactively and flexibly to make a positive contribution to the delivery of the service.
Contribute to the continuous development, improvement, efficiency and success of the IT shared service.
Proactively maintain and develop own and staff skills and knowledge to support the delivery of the IT shared service.
Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.

Job Context:

Directly responsible for implementing improvements in service policies, process and procedures across the Shared Services.

Directly responsible for the performance of the support service of the shared service.

Management and leadership of a high performance team

Operates within a fast moving, pressurised environment, with a need to work in a flexible manner, responding quickly and efficiently to user demands..

Based across a number of geographical locations across the Shared Service and all organisations supported.

Wide range of internal stakeholders at all levels within the shared service, including senior managers and member level engagement. Plus external contacts and partnership working.

Knowledge and Qualifications:

Evidence of on-going professional development.

Knowledge of the IT Infrastructure Library (ITIL) framework.

Expert understanding of the areas covered in the following skillsets:

Datacentre Support Team skillset, including:

Building & maintenance of VDI/RDSH infrastructure

Virtualization infrastructure (VMWare, Hyperv)

Building and Maintenance of physical servers (Unix & Windows)

AD-integrated trusted realms

System Centre management (SCOM/SCCM/SCVMM/SCORCH)

Security Hardening of Servers

Server Performance and capacity management, fault and availability analysis and reporting

Building & maintenance of SAN infrastructure (Dell Compellent, EMC)

Building & Maintenance of archiving infrastructure

Implementation of / reporting on patch management (Windows/Unix servers / 3rd party applications)

Disaster Recovery

Building and maintenance of backup solution, including definition of backup strategy

Monitor backup solution, configure backups, restore (Commvault Simpana)

Process and Task Automation management

PKI infrastructure management, Rights Management Server.

AD management, including GPO and ADFS, and KMS

Sysadmin scripting (powershell, vbscript, etc)

Applications Support Team skillet, including:

SQL/Postgres/Mysql server support & Database Administration

Building and management of Exchange server environment

Lync (Skype for Business) Server

Building and management of Mobile Device Management environment (MobileIron)

Building and management of Sharepoint infrastructure, including sharepoint extranet

IIS server/Tomcat/Apache

APP-v and Remote app software packaging and maintenance

Unix/Linux server patching updates and maintenance

Enterprise Email and Web filtering support (Trend, iBoss)

Virtual client broker (Quest vWorkspace)

Automated Software deployment

Office 365


Experience of working in a technically complex IT environment.
Experience of managing and leading a high performing IT support service within a complex, multi-faceted organisation.
Experience of local government or similarly complex organisation
Track record of achievement at a management level in a similarly large and complex organisation. Demonstrable experience of delivering a high quality, high performing IT support service in a large complex organisation
Extensive experience in new technologies and implementing and supporting these in complex organisations
Experience of identifying and implementing innovative technologies which lead to service improvements
Track record of successfully delivering customer focused service delivery and delivering efficiencies
Extensive experience of reviewing business processes and redesigning services leading to improvements
Proven skills and a track record of achieving service improvement through the adoption of digital technologies
Proven experience of proactively working on own initiative, under pressure to tight and potentially conflicting deadlines, managing and prioritising own and team’s workload

Contact Details:
Tel: not in use
Contact: Kris Clare

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