ICT Support Manager

This is an exciting opportunity to join our dynamic, forward-thinking organisation and play a key role in supporting our residents. As ICT Service Support Manager, you will lead our ICT Service Delivery Team and act as the main operational interface between the business and ICT Services. You''ll ensure that service delivery meets agreed KPIs and high-quality standards, managing the Service Desk and technical support functions, and be the point of escalation for the ICT Service Delivery Team to provide operational guidance and technical support for complex issues.Using practises from the ITIL framework, you will drive continuous improvement in ICT Service Delivery. Working closely with suppliers, partners, and internal teams, you will help maintain highly available, secure, and customer-focused business systems across the Council.We''re looking for an individual who has experience with:Managing ICT support functions, including the Service Desk, system administration, and familiar with technical infrastructure.Providing senior technical support for complex endpoint issues, including how to manage the call life cycle through incident and problem management.Experience working in an ITIL environment and understand relating to Incident and Service Request, Problem, and Change management.Leading on ICT Service Level, Availability, Continuity, Capacity, Security, Release, and Configuration Management in line with industry best practices such as ITIL.Experience with budgets and ..... full job details .....