IT Support Manager

Barking & Dagenham Council; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Professional training

Wellbeing initiatives

Job summary

Barking & Dagenham Council is seeking an experienced IT Support Manager to lead the delivery of essential technology services for staff, residents and partners. You will manage a large, busy IT support function and translate IT strategy into reliable, secure and customer-focused BAU operations.

You will drive service improvements, oversee incident response, cyber resilience and disaster recovery, and develop teams to deliver high-quality outcomes.

Qualifications

• Experience leading busy, customer-focused technology services in a large, complex organisation.
• Strong people leadership skills with the ability to manage and develop a large IT support function.
• Practical experience of IT service management, ideally ITIL knowledge or qualification.
• Ability to use service data, KPIs, SLAs, OLAs and customer feedback to drive continuous improvement.

Responsibilities

• leadership of a large and busy IT support function.
• drive improvements across incident, problem, change, configuration, asset management and End User Computing.
• major incident response, cyber resilience, business continuity and disaster recovery planning.
• translate IT strategy into strong business-as-usual delivery.

Skills

IT service management

ITIL

Leadership

Incident management

Change management

End User Computing

Cyber security

Job description

This is an exciting opportunity to lead and shape the delivery of IT support services across Barking and Dagenham Council. As IT Support Manager, you will play a key role in ensuring our technology services are reliable, secure, responsive and focused on the needs of our staff, residents and partners. You will be responsible for the day-to-day leadership of a large and busy IT support function, supporting thousands of users and more than 10,000 devices across a diverse and complex organisation. The role requires a confident and experienced IT service leader who can balance operational delivery with continuous improvement, ensuring services are well managed, performance is measured, and issues are resolved quickly and effectively. Working closely with the Head of IT Operations, you will help translate IT strategy into strong business-as-usual delivery. You will lead teams, manage priorities, support projects and drive improvements across incident, problem, change, configuration, asset management and End User Computing. You will also play an important role in major incident response, cyber resilience, business continuity and disaster recovery planning. We are looking for someone who combines strong technical understanding with excellent people leadership and customer focus. You will be comfortable working in a fast-paced environment, making decisions under pressure, using data to improve services, and building effective relationships with colleagues, suppliers and senior stakeholders. This role would suit an accomplished IT support or service delivery manager who is passionate about developing people, improving services and making technology work better for the organisation. In return, you will have the opportunity to lead a critical service area, influence how IT support continues to evolve, and make a real contribution to the delivery of essential council services. Special requirements for this post 1/ Ability to work flexibly and outside normal office hours when required, including participation in major incident response, emergency support arrangements, business continuity events and planned out-of-hours change activity. 2/ Requirement to respond promptly to urgent operational issues affecting critical Council services, including major incidents, cyber security events, service outages or other high-impact IT disruptions. 3/ Ability to attend Council offices, operational sites and other locations across the borough as required to support service delivery, staff engagement, incident response and business continuity arrangements. 4/Willingness to participate in standby, on-call or escalation arrangements where required by the service. 5/ Requirement to handle sensitive, confidential and security-related information appropriately, in line with Council policies, information governance, data protection and cyber security requirements. 6/ Requirement to undertake relevant background, employment or security checks appropriate to the role and level of access to Council systems and information. 7/ Commitment to ongoing professional development, including maintaining knowledge of IT service management, cyber security, digital workplace technologies, operational resilience and relevant statutory or regulatory requirements. 8/ Ability to work in a fast-paced and high-pressure operational environment, balancing competing priorities while maintaining sound judgement, service quality and customer focus. 9/ Requirement to support emergency planning, elections, civil contingencies or other priority Council activity where IT support is required. Must comply with all Council policies and procedures, including health and safety, equalities and diversity, data protection, information security, financial regulations and codes of conduct.

• You will be an experienced IT support or service delivery leader with a strong track record of managing busy, customer-focused technology services in a large and complex organisation.
• You will understand how important reliable IT services are to the delivery of frontline public services and will be motivated by the opportunity to lead teams that make a real difference every day.
• You will bring strong people leadership skills, with the ability to manage, develop and motivate a large IT support function.
• You will set clear expectations, support staff wellbeing, manage performance fairly and build a positive culture where people take ownership, work collaboratively and focus on delivering excellent outcomes for customers
• You will have practical experience of IT service management, ideally supported by ITIL knowledge or qualification, and will be confident leading incident, major incident, problem, change, configuration, asset management and end user computing processes.
• You will be comfortable using service data, KPIs, SLAs, OLAs, service agreements, contracts and customer feedback to understand performance, identify trends and drive continuous improvement.
• You will have broad technical knowledge across IT infrastructure, end-user computing, cloud services, networks, security controls and service management tools. You do not need to be the technical expert in every area, but you will be able to challenge constructively, make informed decisions, support technical teams and explain complex issues clearly to non-technical audiences.
• You will be calm under pressure, able to prioritise competing demands and confident making decisions during periods of high service impact or operational risk.
• You will understand the importance of cyber security, business continuity, disaster recovery, data protection and information governance, and will ensure these considerations are embedded into day-to-day support activity.
• You will be a strong communicator and relationship builder, able to work effectively with colleagues, senior managers, suppliers and partners.
• You will be customer-focused, commercially aware and committed to delivering services that are reliable, secure, efficient and aligned to the needs of the Council.
• Above all, you will be proactive, accountable and improvement-focused, with the confidence to lead change, support innovation and help shape the future of IT support across Barking and Dagenham.
• Barking & Dagenham is changing. It Starts Here.

Think you know Barking and Dagenham? Think again. While this small corner of east London might have a reputation for needing development, scratch beneath the surface and you'll find active communities and a place that consistently punches above its weight. The borough is changing - and changing for the better. And It Starts Here. Yes, the borough has its challenges. But it's on the cusp of something exciting. With one of the youngest populations in the country, ambitions are high and rightly so. 98% of our schools are rated Good or Outstanding and every year more of our talented teenagers get into Russell Group Universities and hotly sought after apprenticeship schemes. We have award winning parks, centuries old manor houses full of relics and artifacts you can go and see, and the ruins of one of Anglo-Saxon England's most powerful and wealthiest religious sites. We're even bringing beavers and white storks to the borough to help rewild the local landscape and boost biodiversity. Over the past few years, we've been working hard to improve how we deliver services and support our community. From tackling inequality to making sure our services are the best they can be, we're focused on what matters most to local people. We're creating the conditions for people to thrive - so everyone can enjoy a good quality of life, feel proud to call this place home, and be part of something bigger. #ItStartsHere - with our streets, our schools, our neighbourhoods. And with your application to join our determined team who are passionate about doing what's best for the future of Barking and Dagenham.

As an Investors in People Gold Award employer, we're serious about supporting our staff. From flexible working, professional training and career development to wellbeing initiatives, we want our people to feel valued and supported in everything they do. Our values, known as

• DRIVE, shape how we work: Deliver our best every day - and do what we promise
• Respond in a prompt, positive way to our community's needs
• Inspire others with our attitudes and actions
• Value people for who they are and what they can do
• Engage with others to improve our resilience and flexibility

We're proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.

We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.