IT Service Support Manager

Cabinet Office; City of Westminster; On-site; GBP 47,000 - 55,000; Full time

Job summary

A government agency in the UK is seeking an ICT Service Support Manager to lead their Service Support team. This role demands strong leadership, excellent customer service abilities, and proficiency in ITIL processes. The successful candidate will manage an 8-member team, ensuring efficient technical support across departments. Responsibilities include oversight of service delivery, stakeholder engagement, and continuous improvement initiatives. A competitive salary and comprehensive benefits are offered, including pension contributions and flexible work options.

Benefits

Civil Service Defined Benefit Pension

Flexible working options

25 days of paid annual leave, increasing with service

Qualifications

• Experience managing an ITIL service support function within a medium or large organisation.
• Strong background in ICT desktop and networking infrastructure.
• Proven ability to lead and develop technical teams.

Responsibilities

• Lead the ICT Service Desk team of 8, ensuring effective resolution of user issues.
• Monitor performance against internal OLAs and report to stakeholders.
• Provide expert-level technical support on ICT services.

Skills

Leadership

Customer service

ITIL processes

Technical troubleshooting

Stakeholder management

Education

ITIL Foundation certification or equivalent

Degree in Information Technology or related field

Tools

Cherwell

ServiceNow

Ivanti

Jira

Active Directory

Job description

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.

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 drive 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 troubleshoot 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 to 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, set up 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.

Behaviours

• Changing and improving
• Making effective decisions
• Working together
• Managing a quality service

Technical Skills

Technical element will be based on first line support.

Application Process

As part of your application, please include a CV and Behaviour statements (max 250 words). The behaviours that will be assessed are the following: Changing and improving, Making effective decisions, Working together, Managing a quality service. Please use the STAR method evidencing your actions when writing your Behaviours about your experience. You can find out more about it here the STAR method.

Selection Process

Candidates successful at sift will be invited to a Behaviour, Strength & Technical based panel interview. Technical element will be based on first line support. A reserve list may be held for a period of 12 months from which further appointments can be made.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should contact Government Recruitment Service as soon as possible before the closing date to discuss your needs. Complete the 'Assistance required' section in the 'Additional requirements' page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you're deaf, a Language Service Professional.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting. See our vetting charter. People working with government assets must complete baseline personnel security standard checks.

Required Technical Skills

• 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 environment.
• 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, ITIL Foundation certification or equivalent.

Benefits

• Alongside your salary of £47,670, Cabinet Office contributes £13,809 towards you being a member of the Civil Service Defined Benefit Pension scheme.
• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
• A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.