Job Specifications
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
About the Company
Manchester Digital is a membership organisation, which works to support and develop Greater Manchester's tech and digital industry. Our community is made up of over 400 businesses, and we're dedicated to driving growth, increasing inclusivity and developing digital skills across the region.
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