Senior Systems Support Analyst Team Leader

Civic Recruitment Limited; Chichester; On-site; GBP 42,000 - 54,000; Full time

Job summary

Civic Recruitment Limited in Chichester is seeking a Senior Systems Support Analyst / Team Leader for a 7-month contract with a local authority. You will act as the highest technical escalation point within the Service Desk, leading investigations and ensuring rapid service restoration.

You will mentor junior staff, support major incidents, and collaborate with infrastructure, EUC engineers, and suppliers to deliver reliable IT support and continual service improvement.

Qualifications

• Significant IT Service Desk experience.
• Advanced knowledge of Microsoft 365, Windows OS and Active Directory.
• Proven leadership in technical investigations.
• Experience with major incident response and problem management.
• Strong communication with technical and non-technical stakeholders.

Responsibilities

• Act as senior escalation point for complex IT incidents.
• Lead investigations and coordinate service restoration.
• Mentor Level 1/2 Service Desk staff.
• Support major incidents and problem management.
• Maintain knowledge resources to improve first-time resolution.
• Collaborate with infrastructure, EUC, and suppliers.
• Maintain accurate ITSM records.
• Maintain high customer service amidst competing priorities.
• Keep up-to-date with emerging technologies.

Skills

IT Service Desk experience

Technical leadership

Incident management

Root cause analysis

Microsoft 365

Windows OS

Active Directory

Stakeholder communication

Tools

Halo

ServiceNow

Ivanti

Job description

Chichester, United Kingdom | Posted on 07/08/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation.  That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

7 Month Contract With A Local Authority

Job Purpose

The Senior Systems Support Analyst / Team Leader serves as the highest technical escalation point within the Service Desk, leading the investigation and resolution of complex and business-critical IT incidents. The role provides technical leadership, mentoring, and guidance to Service Desk colleagues while supporting major incident management, problem management, and continual service improvement. Working closely with infrastructure teams, End User Computing (EUC) engineers, and third-party suppliers, the post holder ensures the delivery of reliable, high-quality IT support services.

Key Responsibilities

• Act as the senior technical escalation point for complex and high-priority IT incidents.
• Lead technical investigations and coordinate service restoration activities for business-critical issues.
• Provide technical leadership, mentoring, and coaching to Level 1 and Level 2 Service Desk colleagues.
• Support the management of major incidents, ensuring timely resolution and effective communication with stakeholders.
• Conduct root cause analysis and contribute to problem management activities to prevent recurring issues.
• Develop, maintain, and promote knowledge management resources to improve service quality and first-time resolution.
• Work collaboratively with infrastructure teams, End User Computing (EUC) engineers, and third-party suppliers to resolve technical issues.
• Identify opportunities for continual service improvement and contribute to the enhancement of Service Desk processes.
• Ensure all incidents, requests, and technical activities are accurately recorded within the IT Service Management (ITSM) system.
• Maintain high levels of customer service while managing competing priorities in a fast-paced technical environment.
• Keep technical knowledge current by maintaining awareness of emerging technologies and best practices.

Requirements

• Significant experience working within IT Service Desk, Technical Support, or IT Operations environments.
• Advanced technical knowledge of Microsoft 365, Windows operating systems, Active Directory, and enterprise technologies.
• Proven experience leading technical investigations and resolving complex IT incidents.
• Experience supporting major incident response, root cause analysis, and problem management activities.
• Strong leadership, mentoring, and coaching skills with the ability to support and develop technical colleagues.
• Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or equivalent.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong communication and stakeholder management skills with the ability to explain technical issues to both technical and non-technical audiences.
• Ability to prioritise workloads and perform effectively under pressure.

Additional Information

• Location: Chichester (Power Place). Hybrid working available following the initial training period, with office attendance required five days per week during onboarding.