IT Systems Team Leader

London Borough of Barking and Dagenham; Greater London; On-site; GBP 45,000 - 70,000; Full time

Job summary

An established industry player is seeking an IT Systems Team Leader to enhance its IT Operations division. This dynamic role involves managing a team while providing hands-on technical support for critical IT infrastructure services. You will ensure a seamless user experience through effective incident management and service delivery, leading projects that align with organizational goals. The ideal candidate will possess strong technical skills in operating systems, cloud infrastructure, and cybersecurity, and will be passionate about fostering a culture of continuous improvement. Join a forward-thinking council committed to digital transformation and excellence in service delivery.

Benefits

Flexible working hours

Training and development opportunities

Pension scheme

Employee assistance program

Health and wellness initiatives

Qualifications

• Experience in team management and technical support.
• Strong knowledge of IT infrastructure and service delivery.

Responsibilities

• Manage a team of IT professionals, ensuring high service standards.
• Oversee incident management and service request handling.

Skills

Operating Systems

Microsoft 365

Azure

Cloud Infrastructure

Virtualization

Cybersecurity Frameworks

Incident Management

Service Request Handling

Education

Bachelor's Degree in IT or related field

ITIL Certification

Tools

ITIL

ServiceNow

Job description

Working in the IT Operations division of the IT Services department and reporting into the Network Services Manager, the IT Systems Team Leader will be responsible for support and development of critical IT infrastructure services that deliver secure and optimized application access to end users.

The role involves managing a Business as Usual (BAU) service through incident and service request handling in line with organizational SLAs, providing a positive IT experience. The core support involves 2nd and 3rd line customer support.

The role also supports IT project scoping and implementation, ensuring team resources support project needs, projects meet their aims in compliance with policies, and are seamlessly transitioned into BAU while maintaining existing services.

The Team Leader role combines team management and technical hands-on work, requiring expertise in Operating Systems, Microsoft 365, Azure, Cloud infrastructure, virtualization, and cybersecurity frameworks.

Special requirements for this post

• Be an active part of the IT Operations management team, ensuring all activities meet organizational and partner needs while providing a positive user experience.
• Lead a team of 5+ members, setting and communicating vision and direction.
• Develop and manage performance, training, and development plans for the team.
• Ensure timely PFD 1:1s and appraisals with effective outcomes.
• Chair team meetings, manage performance, and foster an excellent team culture.
• Manage resources and succession planning.
• Advise on infrastructure development, integration, and implementation.
• Maintain current technical knowledge relevant to your responsibilities.
• Oversee IT system administration and monitoring processes.
• Develop routine maintenance processes and ensure their timely completion.
• Ensure high-quality, cost-effective IT technical delivery.
• Contribute to planning and delivering IT infrastructure projects.
• Manage servicing, maintenance, patching, and upgrades of IT systems.
• Advise on performance issues, security, and compliance risks.
• Participate in IT Security Assurance risk assessments.
• Manage confidential technical investigations upon request.
• Monitor IT systems lifecycle and manage legacy impacts.
• Maintain resource demand records, ensuring objectives are met within budget and standards.
• Develop and maintain IT policies, standards, and compliance with regulations and best practices.
• Foster a high-performing team with shared skills and cross-training.
• Follow ITIL best practices for service delivery and management.
• Provide escalation support for incidents, requests, changes, and projects.
• Proactively maintain service availability, performance, and security.
• Lead major incidents when required.
• Engage the team in resolving system issues impacting customer experience.
• Manage performance impacts and user experience issues.
• Understand current service state, including disaster recovery, resilience, and capacity.
• Participate in project and change management meetings, providing technical input and estimates.

About you

• Experience in resolving cross-disciplinary problems, including with third parties.
• Ability to translate technical issues into business impact, assessing priority and resolution focus.
• Key role in improving the IT systems experience across the Council.
• Ability to build effective relationships and collaborate across stakeholders.
• Leadership in fostering a culture of continuous improvement.
• Responsible for team performance and development, ensuring standards are maintained.
• Support and lead the team in adopting a customer-focused, delivery-driven ethos.
• Align team priorities with business needs.
• Engage and communicate effectively with stakeholders.
• Manage staff development, training, appraisals, and performance.
• Passionate about service enhancement.
• Inclusive leadership style that fosters engagement.
• Energetic, collaborative, and enthusiastic about delivery.
• Strong communication skills across all organizational levels.
• Motivational influencer to adopt effective practices.
• Prioritize effectively and plan for success.
• Decisive with a proactive, problem-solving attitude.
• Adhere to Equality, Diversity, Health & Safety, and GDPR policies.
• Commit to ongoing self-development.
• Support critical incident resolution.
• Participate in initiatives, working groups, and project teams.
• Promote teamwork and lead by example.
• Stay updated on policies, processes, and regulations.
• Maintain accurate system records and documentation.
• Work outside normal hours as needed to ensure service continuity.

The duties are not exhaustive and may include other responsibilities as required by the Line Manager within the post's grade and competence, and in line with the Council’s Business Continuity Plans.

About us

The London Borough of Barking and Dagenham is committed to high standards, eliminating discrimination, promoting equality, and fostering diversity. The council provides a broad range of services including billing, libraries, social services, planning, and waste management.

Recognizing the vital role of IT in service delivery, the council is engaged in a digital transformation to enhance efficiency, accessibility, and service quality.

Initiatives include digitizing citizen interactions, automating processes, and strengthening IT infrastructure.

The council offers online services for various resident and business needs, ensuring convenient access to information, forms, and payments.

Cybersecurity is prioritized, with investments in security technologies, regular audits, and compliance with data regulations.

The council also promotes digital inclusion through training and resources to bridge the digital divide.