IT Services Lead: Secure, Scalable Support for Four Boroughs

Citizens Advice SORT Group; United Kingdom; Remote; GBP 39,000 - 41,000; Full time

Benefits offered by this job

30 days annual leave + bank holidays

Pension scheme

Employee assistance programme

Salary sacrifice scheme

Perks and savings scheme

Mental health and wellbeing support

Learning and development opportunities

Job summary

Citizens Advice SORT Group is seeking an experienced IT Manager to lead IT services across four Boroughs and a three-person team. You will protect data and systems, ensure continuous service, and drive cyber security initiatives while coordinating with external partners.

The role focuses on incident management, continuity planning, and delivering a high-quality IT experience for advisers and volunteers across the network.

Qualifications

• Experience leading an IT support or service desk in a similarly sized organisation.
• Experience line-managing staff including supervision, development and performance.
• Strong knowledge of technologies underpinning a modern hybrid workplace (Microsoft 365, IAM, endpoint management, networking, telephony).
• Practical understanding of cyber security controls; apply and enforce across an organisation.
• Experience with security standards (Cyber Essentials, Cyber Essentials Plus, ISO 27001 or equivalent).
• Track record of keeping services running (incident management, maintenance, business continuity).
• Ability to explain technical matters clearly and write guidance for non-technical colleagues.
• Excellent interpersonal skills and ability to build trust with colleagues and partners.
• Ability to plan and manage projects to time and budget; handle competing priorities.
• Ability to learn new IT systems quickly.

Responsibilities

• Take day-to-day responsibility for IT service across four Boroughs, ensuring systems and access for advisers.
• Keep advice services running and plan maintenance without disrupting client work.
• Own incident and problem processes with root-cause analysis to prevent recurrence.
• Maintain disaster recovery and business continuity arrangements and test them.
• Manage relationships with suppliers, contracts, licences and renewals for value.
• Maintain asset register and keep hardware refreshed and secure.

Skills

IT Management

Team Leadership

Cyber Security

Incident Management

Business Continuity

Vendor Management

Communication

ISO 27001 / Security Standards

Service Delivery

Public Sector / Charity IT

Tools

Microsoft 365

Identity & Access Management

Endpoint Management

Networking

Telephony

Job description

Citizens Advice SORT Group is seeking an experienced IT Manager to lead IT services across four Boroughs and a three-person team. You will protect data and systems, ensure continuous service, and drive cyber security initiatives while coordinating with external partners.

The role focuses on incident management, continuity planning, and delivering a high-quality IT experience for advisers and volunteers across the network.