Location: York
Salary: SO2, £38,754 - £40,893
Contract: Permanent
Hours: Full time, 37 hours per week, Monday – Thursday 08:30-17:00 and Friday 08:30-16:30

KEY DOCUMENTS:

• Job description
  As ICT Support Hub Team Leader, you will be an integral part of the Service Delivery team, providing the overall responsibility for the Support Hub function and coordination of the required resources.
  You will lead a team of Support Analysts to deliver a robust, effective and easy to use support service which adds real value to the delivery of front-line police and fire services; through resolution of device related incident and requests either remotely or on-site maximising the operational effectiveness of front line workers.
  You will operate within incident management and request fulfilment processes working closely with the wider teams within ICT as well building relationships client super users.
  Through your effective management of the support hub function, you will drive a positive and inclusive team culture, ensuring the interdependencies across all ICT colleagues are neatly aligned to exemplify ‘one ICT service’ offering to service users.
  This is more than just a support role—it’s an opportunity to be part of a forward-thinking, multi-agency ICT service that’s committed to innovation, collaboration, and public service excellence.

KEY RESPONSIBILITIES:

• Responsible for managing daily operations of the support hub team, representing the team to other stakeholders and helping to ensure the service support department is constantly developing and improving.
• Promoting the support hub function with senior management and working to ensure that it is properly viewed as a core client asset.
• Identify opportunities for service and business improvements with associated analysis and management information.
• Provide input into the functionality of incident and request fulfilment tools e.g ITSM software.
• Provide input into the technical configuration of computer and telephony devices suggesting ways to improve the end user experience
• Proposing new and providing feedback related to items in the knowledge library in terms of accuracy and ease of use.
• Actively driving service support performance to exceed agreed SLA’s and KPI’s by embedding effective, efficient processes and procedures into the support hub team.

TO BE SUCCESSFUL IN THE ROLE YOU WILL:

• Hold a qualification in ITIL Service Operation or SDI Service Desk Manager, or have demonstrable experience of managing Service Operation function in a regulated environment
• Educated to degree level in a relevant discipline or be able to demonstrate significant experience of working in an ICT Service Operation function within a busy multidisciplined ICT service.
• Have a thorough knowledge of service operation frameworks as well as change management experience.
• A natural problem solver with excellent analytical skills in a highly technical customer focused service environment.
• The ability to form effective working relationships at all levels, and the confidence to challenge a range of internal and external stakeholders relating to service support matters.
• You will be able to communicate in the appropriate style and language with a wide range of contacts.
• Experience working within the pubic sector would be advantageous.