Head of ICT Support & Digital Services Innovation

National Instruments; Belfast City District; On-site; GBP 71,000 - 74,000; Full time

Job summary

Education Authority seeks a Head of ICT Support to provide senior leadership for the Digital Technology Service across Northern Ireland. You will streamline structures, drive service improvements, and ensure alignment with strategic priorities while managing budgets, teams, and stakeholder relations.

The role requires leading complex ICT support functions, delivering automation and digital innovation, and ensuring services meet educational needs with strong governance and risk management.

Qualifications

• Bachelor's degree in Information Technology, Business Management, Service Management, Digital Services, or related discipline with three years' demonstrable experience in a large and complex organisation
• Experience in leading ICT support or service management functions, delivering service improvement or technology modernisation
• Experience in governance, risk management, and service assurance arrangements
• Experience in leading high-performing teams and developing staff
• Strong relationship-building and stakeholder engagement skills

Responsibilities

• Lead ICT support services across all user channels to ensure excellent customer experience and service performance.
• Manage service desk operations, budgets, suppliers, contracts, and resources to meet service and business objectives.
• Monitor and improve service performance metrics such as resolution rates, response times, and customer satisfaction.
• Lead workforce planning, performance management, and team development to maintain a skilled and resilient support function.
• Drive a culture of accountability, continuous improvement, customer focus and knowledge sharing.
• Ensure compliance with corporate policies, governance requirements and security standards.
• Align ICT support services with strategic priorities to deliver measurable value and operational efficiency.

Skills

ICT service management

Customer-focused delivery

Budget management

Staff development

Stakeholder engagement

Education

Bachelor's degree in IT/related field

Job description

Education Authority seeks a Head of ICT Support to provide senior leadership for the Digital Technology Service across Northern Ireland. You will streamline structures, drive service improvements, and ensure alignment with strategic priorities while managing budgets, teams, and stakeholder relations.

The role requires leading complex ICT support functions, delivering automation and digital innovation, and ensuring services meet educational needs with strong governance and risk management.