IT Service Support Manager - Cabinet Office - SEO

Location

City of Westminster, London (region), SW1A 2AA

About the job

Job summary

The Prime Minister’s Office enables the Prime Minister to deliver the Government’s overall priorities and to communicate the Government’s policies to Parliament, the public and international audiences. From the Policy Unit, Press Office, Switch and Custodians, to the Events & Visits team and the Private Office support; the diverse Downing Street team draws on varied expertise from across the Civil Service and beyond. The teams come together to deliver excellent service to the Prime Minister while also making No10 a great place to work.

Job description

We are seeking a dynamic team leader with exceptional people management skills and a strong understanding of running an ITIL Service Desk with appropriate processes in place. Someone who can motivate, empower and support the technical frontline staff, drive business driven change through, resource rotas, develop staff through training and shadowing, install and sustain the highest level of customer services at all times.

As the ICT Service Support Manager, you will lead the Service Support team of around 8 colleagues who provide technical support to all No10 staff, ensuring efficient use and management of resources, customer-focused secure services across the department. Working to the Head of Service Support, you will be responsible for managing all incidents, change requests, and escalation and tracking of problem resolution processes, in line with ITIL best practices, working to driving continuous service improvement forward.

This is a hands-on technical leadership role requiring a strong background in ICT desktop and networking infrastructure, service management tools, and the ability to troubleshooting complex technical issues in support of business requests. You will be expected to provide expert guidance and training to your team and you will work closely contribute directly to technical problem-solving with the service delivery team.

Responsibilities 

Leading the Service Desk

• Manage the ICT Service Desk team of 8, ensuring timely and effective resolution of user issues and requests.
• Monitor performance against internal OLAs, producing regular reports and insights for senior stakeholders and management.
• Champion a culture of service excellence and user satisfaction.

Technical Oversight

• Provide expert-level technical support and guidance on ICT desktop and infrastructure, systems, and applications to support customers and also to help develop and train your team members.
• Lead technical investigations and root cause analysis for major incidents and recurring problems working closely with the IT Service Delivery team or suppliers.
• Ensure technical documentation and knowledge bases are developed, accurate and up to date and used as a reference throughout the IT Team.

ITIL Process Management

• Own and operate core ITIL processes including Incident Management, Request Fulfilment, Problem Management, and Knowledge Management and the Service Desk function.
• Ensure processes are documented, followed, and continuously improved.

Stakeholder Engagement

• Act as the primary point of contact for ICT service-related technical matters across the organisation.
• Collaborate with internal teams and external suppliers to ensure seamless service delivery and find solutions to business problems on a daily basis.

Team Development

• Lead, mentor, and develop the support team of ICT professionals.
• Promote professional development and ensure the team is equipped with the skills and tools needed to succeed, setup shadowing and mentoring for those who need it.

Service Improvement

• Identify and implement opportunities for automation, self-service, and process optimisation.
• Working with the Head of Service Support, develop service improvement initiatives and contribute to strategic ICT planning.

Governance & Compliance

• Ensure adherence to government ICT policies, data protection regulations, and cyber security standards at all times.
• Maintain accurate configuration items records login assets data, incidents against assets and services in order to improve service performance.

Person specification

Essential

• Proven ability to lead and develop technical teams.
• This role is office based only with the requirement for national and international travel.
• Experience of setting up and managing an ITIL service support function and processes within a medium or large organisation.
• Technical experience working and developing the following skills in others.
  • Active directory administration to manage users, groups, and organizational units, working with Group Policy Objects (GPOs) for security and configuration.
  • Outlook issues (e.g., mailbox access, calendar sync).
  • Assisting with Teams login and functionality, Managing OneDrive sync problems
  • Setting up and managing conference and video calls for large meetings.
• Can demonstrate experience of implementing ITIL configuration management, including asset life cycle management.
• Proven high level written and spoken communication skills.
• Experience with customer/stakeholder management skills and in developing these skills in your staff.
• Experience with service management tools (e.g. Cherwell, ServiceNow, Ivanti, Jira).
• ITIL Foundation certification or equivalent.

Desirable

• Experience working in a UK Government department or public sector organisation.
• Experience working with VIPs and in a high-pressure environments.
• Certifications such as CompTIA A+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA) are advantageous.
• Degree or equivalent experience in Information Technology, Computer Science, or a related field.
• Knowledge of UK Government digital and security standards.
• Experience supporting staff working in international environments.
• Understanding of agile and DevOps principles relating to IT service management.
• ITIL Service Desk or Service support certification

Additional Information

Please note, this role is office based only with the requirement of national and international travel. 

Qualifications

ITIL Foundation certification or equivalent.