Senior ICT Support Analyst

Security Industry Authority; Manchester; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Flexible working

Training for qualifications

Annual leave 27.5 days

Job summary

The Security Industry Authority is hiring a Senior ICT Support Analyst to lead the establishment of our new Manchester office and to deliver hands-on ICT support in a fast-paced environment.

You will supervise day-to-day ICT operations, manage ticket queues, mentor staff, and drive continuous service improvements while supporting ICT projects and collaborating with partners to ensure secure and compliant systems across the public sector.

Qualifications

• Proven ICT support experience in a service desk/technical environment.

Responsibilities

• Lead ICT support in the new Manchester office.
• Manage ticket queues and deliver customer-focused support.
• Mentor staff and drive service improvements.
• Collaborate on ICT projects with partners to ensure quality and security.

Skills

Active Directory

M365

Dynamics CRM

SharePoint

SQL Server

ITSM tools

Tools

ITSM Tools

Job description

A Civil Service Pension with an employer contribution of 28.97%.

Job Reference: 478839

Location: Manchester

The SIA is an executive non-departmental public body sponsored by the Home Office, set up in 2004 to regulate certain activities in the private security industry. Currently, we employ nearly 400 members of staff. We are operationally independent of government.

We are now preparing to take on new responsibilities as the regulator of Martyn's Law - named after Martyn Hett, one of the 22 people who tragically died on 22 May 2017 in the terrorist attack on Manchester Arena. Martyn's Law, introduced by the Terrorism (Protection of Premises) Act 2025, is intended to improve protective security and preparedness at premises and events across the UK.

The new Act will require premises in scope to be prepared to keep people safe in the event of an attack. Certain larger premises and events will also need to take steps to reduce their vulnerability to acts of terrorism.

Martyn's Law is primarily a civil, regulatory regime. We will regulate supportively and proportionately but robustly. The SIA will have new guidance, investigatory and inspection functions and a range of new powers and sanctions. Our new Martyn's Law functions will sit alongside and complement our existing responsibility for regulating the private security industry.

We're looking for a dynamic Senior ICT Support Analyst to hit the ground running leading the set-up of our new Manchester office! If you thrive in fast-paced environments, excel at problem-solving and are passionate about delivering outstanding ICT support, this is your chance to make an impact.

In this permanent, full-time position, you'll supervise day-to-day ICT operations, provide hands-on technical support and oversee service delivery to ensure high-quality, customer-focused support.

You’ll manage ticket queues, mentor staff and drive continuous service improvements—all while supporting key ICT projects and collaborating with partners.

If you're ready to make a real impact in a fast-paced environment and support innovative ICT services as we undertake our new responsibilities are regulator for Martyn's Law, we want to hear from you!

Person specification

• 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 frameworks such as ITIL.
• Strong analytical and troubleshooting skills, with a proactive approach to resolving issues and taking 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 a commitment to secure ICT practices and Health & Safety standards.
• Understanding of public sector ICT support operations and service reporting.
• Experience engaging and managing third-party ICT service providers.

Alongside your salary of £35,001, Security Industry Authority contributes £10,139 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• A welcoming and innovative work environment.
• Continued support and development opportunities.
• Access to training for attainment of recognised qualifications.
• Flexible working arrangements.
• Annual leave entitlement will be 27.5 days, rising by one additional day for every two years of service up to a maximum of 32.5 days.
• A variety of discounts including Gymflex.
• Civil Service Pension Scheme - employee contribution between 4.60% and 7.35% and employer contribution between 26.60% and 30.30%.