Lead Information Support Assistant

Serco; Idstone; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Generous pension

Internal courses & apprenticeships

Volunteer day

Health & wellbeing benefits

Hybrid/work flexibility

Employee discounts

Job summary

Serco is seeking a Lead Information Support Assistant at the Defence Academy Information Hub in Shrivenham. You will manage information management, information assurance, and IT services to ensure colleagues can access the tools and support they need.

You will handle Microsoft 365 environments, hardware provisioning, and network support, while mentoring junior staff and improving processes. BPSS clearance may be required and the role offers extensive training and benefits.

Qualifications

• Experience working in an Information Hub (iHub) or similar IT environment.
• Strong IT literacy with knowledge of hardware, software and infrastructure.
• Ability to communicate effectively with a wide range of stakeholders.

Responsibilities

• Order hardware, software, and services through the MODNET Service Catalogue.
• Act as the focal point for MODNET hardware and infrastructure changes, outages, and third-party engineer visits.
• Build, manage, and support Microsoft 365 environments, including SharePoint and Microsoft Teams.
• Provide advice, guidance, and technical support to users on systems, applications, and device security.
• Support information management activities while ensuring policies, procedures, and standards are followed.
• Train, mentor, and support Information Support Assistants and contribute to continuous improvement across the team.

Skills

IT literacy

Stakeholder communication

Attention to detail

Microsoft Teams

SharePoint

Microsoft 365

Tools

MODNET Service Catalogue

Microsoft 365

Job description

Location: Defence Academy, Shrivenham, SN6 8LA

Salary: £27,500.00 plus excellent benefits

Schedule: Perm/FT/37 hours

As a Lead Information Support Assistant in our Defence Academy Information Hub (iHub) team, you’ll play a key role in supporting effective information management, information assurance, and IT services across the Defence Academy. Your work will help colleagues access the tools, systems, and support they need to deliver important outcomes every day.

Working in a customer-focused environment, you’ll help create impactful solutions through the management of Microsoft 365 collaborative environments, IT equipment, network support activities, and information services. Our work touches lives through the vital services we provide, and this role offers the opportunity to make a positive impact while continuing your own growth and development.

What you’ll do as a Lead Information Support Assistant

• Order hardware, software, and services through the MODNET Service Catalogue.
• Act as the focal point for MODNET hardware and infrastructure changes, outages, and third-party engineer visits.
• Build, manage, and support Microsoft 365 collaborative environments, including SharePoint and Microsoft Teams.
• Provide advice, guidance, and technical support to users on systems, applications, and device security.
• Support information management activities while ensuring policies, procedures, and standards are followed.
• Train, mentor, and support Information Support Assistants and contribute to continuous improvement across the team.

Does this sound like you?

• Experience working within an Information Hub (iHub) or a similar IT environment.
• Strong IT literacy with knowledge of hardware, software, and infrastructure.
• Ability to communicate effectively with a wide range of stakeholders
• Excellent attention to detail and the ability to manage competing priorities.
• Experience creating and managing Microsoft Teams environments would be advantageous.

What We Offer

• Competitive holiday package
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting And Checks

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

A Little Bit About Us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our 'Ban the Box' pledge (some roles may have security exemptions).