Senior ICT Support Analyst

Security Industry Authority; Camden Town; On-site; GBP 34,000 - 40,000; Full time

Job summary

A regulatory organization for private security seeks an ICT Support Manager to lead a dedicated team in Camden Town. This role involves overseeing ICT operations, driving service improvements, and providing hands-on technical support. Successful candidates will have proven experience in ICT support, a strong knowledge of Microsoft technologies, and supervisory skills. A flexible working environment and excellent benefits are provided.

Benefits

Contributions towards pension scheme

Flexible working arrangements

27.5 days annual leave

Qualifications

• Proven experience providing ICT support in a technical environment.
• Demonstrable supervisory or team leadership skills.
• Experience using ITSM tools and ITIL frameworks.

Responsibilities

• Lead ICT support team and drive service improvements.
• Supervise day-to-day ICT operations and provide technical support.
• Manage ticket queues and mentor staff.

Skills

ICT support experience

Microsoft technologies knowledge

Supervisory experience

Analytical skills

Interpersonal skills

Tools

Active Directory

Microsoft SQL

ITSM tools

Job description

Overview

The SIA is the organisation responsible for the regulation of private security. It is an independent, arm's length body (ALB) of the Home Office, reporting to the Home Secretary, under the terms of the Private Security Industry Act 2001. The SIA's purpose is protecting the public through effective regulation of the private security industry and working with partners to raise standards across the sector. Its regulatory remit covers the whole of the United Kingdom. The SIA has two main duties: the compulsory licensing of individuals undertaking designated activities within the private security industry and the management of a voluntary Approved Contractor Scheme, which measures private security suppliers against independently assessed criteria. Licensing covers security operatives in guarding, door supervision, close protection, cash and valuables in transit, and public space surveillance using CCTV, vehicle immobilisation (in Northern Ireland) and key holding. Licensing ensures that private security operatives are fit and proper persons who are properly trained and qualified to do their job.

Responsibilities

• Lead our dedicated ICT support team and drive service improvements in a fast-paced environment.
• Supervise day-to-day ICT operations and provide hands-on technical support.
• Oversee service delivery to ensure high-quality, customer-focused support.
• Manage ticket queues, mentor staff, and support key ICT projects in collaboration with partners.

Qualifications and Experience

• Proven experience providing ICT support in a service desk or technical environment, with strong working knowledge of Microsoft technologies including Active Directory (on‑prem and Azure AD), M365, Dynamics CRM/D365, SharePoint, and Microsoft SQL.
• Demonstrable experience in a supervisory or team leadership role, with the ability to manage performance, coach staff, and coordinate resources effectively.
• Experience using ITSM tools to manage service operations, monitor KPIs, and drive service improvements in line with ITIL frameworks.
• Strong analytical and troubleshooting skills with a proactive approach to issue resolution and ownership from identification to resolution.
• Excellent interpersonal and communication skills with a commitment to delivering high-quality, customer-focused support and handling complex queries professionally.
• Understanding of compliance policies, mobile device/application management, and secure ICT practices and Health & Safety standards.

Benefits and Compensation

• Salary: £37,001; Security Industry Authority contributes £10,719 towards Civil Service Defined Benefit Pension scheme.
• Welcoming and innovative work environment; continued support and development opportunities; access to training for recognised qualifications.
• Flexible working arrangements including hybrid working; 27.5 days annual leave (rising to 32.5 days with service); various discounts and Civil Service pension details.

Application Process

The SIA uses the Civil Service Competency Framework and will assess Behaviours and Experience. After submission of the first stage, you may be invited to complete Civil Service Numerical and Verbal Tests online via the Civil Service Jobs website. If you pass, you will be invited to a first-stage telephone interview, followed by the final stage of the application. Complete the online test promptly (within 24–48 hours recommended). If you fail to complete the online test before the deadline, your application will be withdrawn. You will be asked to provide a CV and personal statement; use your personal statement (max 500 words) to outline why you are an ideal candidate and highlight relevant skills, experience, and achievements. The CV should include as much information as possible about your previous work experience and achievements. In a large number of applications, the sift may be performed on the personal statement alone. A reserve list may be kept for up to 12 months. Determined candidates will be contacted with interview details. We support a wide variety of working patterns, including compressed hours, hybrid working, part-time hours, job sharing and flexi time. The SIA cannot offer visa sponsorship for this campaign. If successful and transferring from another Government Department, a criminal record check may be carried out.

Notes on accessibility and equality We are committed to equality, diversity and inclusion and provide reasonable adjustments under the Disability Confident Scheme. If you require adjustments or accessibility assistance, please contact the recruiter or the job contact listed in the advert.

Security and Nationality

Successful candidates must undergo a criminal record check and meet security requirements. The level of clearance is security check, with vetting charter and baseline personnel security standard checks as applicable. Nationality requirements apply as detailed by the Civil Service guidelines and the European Union Settlement Scheme provisions.