Social Care Helpdesk Supervisor

Gloucestershire County Council; Gloucester; Hybrid; GBP 37,000 - 41,000; Full time

Benefits offered by this job

Flexible working

Annual leave up to 30.5 days (after 5y

LGPS

Employee Assistance Programme (EAP)

Cycle to Work

Green Car Salary Sacrifice Scheme

Job summary

Gloucestershire County Council is seeking a Social Care Helpdesk Supervisor to oversee the day-to-day operations of the Social Care Application Support Helpdesk, ensuring incidents and service requests are managed efficiently via ServiceNow. You will supervise a team of analysts, provide guidance, and escalate as needed, working with internal stakeholders and external vendors.

This hands-on leadership role requires strong customer service ethos, a solid understanding of Liquidlogic and ContrOCC,

Qualifications

• Experience supervising or leading an IT helpdesk or application support function.
• In-depth knowledge of Liquidlogic and ContrOCC systems.
• Proficiency in using ServiceNow or similar ITSM platforms.
• Strong leadership, communication, and stakeholder management skills.
• Ability to troubleshoot and resolve complex application issues.

Responsibilities

• Lead and manage the helpdesk team supporting Liquidlogic and ContrOCC applications.
• Monitor and manage ServiceNow queues, ensuring SLAs and KPIs are consistently met.
• Act as an escalation point for complex technical and application-related issues.
• Collaborate with IT, social care teams, and external vendors to resolve issues and implement improvements.
• Support release management, testing, and deployment of application updates.
• Identify opportunities for process improvement and contribute to service development.

Skills

Supervising IT helpdesk

Liquidlogic

ContrOCC

ServiceNow

Leadership

Stakeholder management

Job description

This is a Gloucestershire County Council job.

• Job Title: Social Care Helpdesk Supervisor
• Job Location: 92-96 Westgate Street
• Salary: £37,280 - £40,777 per annum
• Hours per Week: 37.00
• Contract Type: Permanent
• Closing Date: 16/09/2026
• Job Requisition Number: 14595
• This post is not open to job share

PAY AWARD PENDING AT 3.3% salary will increase to £38,510 - £42,123 per annum/pro rata for part time

About The Team & Role

As Helpdesk Supervisor, you will oversee the day-to-day operations of the Social Care Application Support Helpdesk, ensuring that incidents and service requests are managed efficiently and effectively via ServiceNow. You’ll be responsible for supervising a team of support analysts, providing guidance, mentoring, and escalation support. You’ll work closely with internal stakeholders, third-party suppliers, and social care teams to maintain system stability, support change initiatives, and drive service improvements. This is a hands-on role that combines leadership, technical expertise, and a strong customer service ethos.

Key Responsibilities

• Lead and manage the helpdesk team supporting Liquidlogic and ContrOCC applications.
• Monitor and manage ServiceNow queues, ensuring SLAs and KPIs are consistently met.
• Act as an escalation point for complex technical and application-related issues.
• Collaborate with IT, social care teams, and external vendors to resolve issues and implement improvements.
• Support release management, testing, and deployment of application updates.
• Identify opportunities for process improvement and contribute to service development.

About You

Either you are a confident and capable IT professional with experience in helpdesk supervisor or application support teams; or you have a strong understanding of social care systems and the importance of reliable application support in delivering frontline services. You’re comfortable working in a fast-paced environment, managing competing priorities, and leading a team to deliver excellent customer service. You’re also a clear communicator who can build strong relationships across technical and non-technical teams.

Essential Skills & Experience

• Experience supervising or leading an IT helpdesk or application support function.
• In-depth knowledge of Liquidlogic and ContrOCC systems.
• Proficiency in using ServiceNow or similar ITSM platforms.
• Strong leadership, communication, and stakeholder management skills.
• Ability to troubleshoot and resolve complex application issues.

About Us

Here’s what we offer in return for your hard work. A generous pay and reward programme including:

• Flexible and agile working opportunities
• 25.5 days annual leave rising to 30.5 days after 5 years continuous service
• An option to purchase 10 days of additional leave per year (pro rata for part-time staff)
• Family friendly employer offering benefits to help support you and your family
• Career development and qualification opportunities
• Supportive and positive working environment with regular, robust supervision
• Local Government Pension Scheme (LGPS)
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
• An in-house Occupational Health service
• Employee discount scheme
• Cycle to Work scheme (Eligibility criteria and T&Cs apply)
• Green Car Salary Sacrifice Scheme (Eligibility criteria and T&Cs apply)
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.

Additional Information

To access the Job Profile for this role, please follow the link below:-

Social Care Helpdesk Supervisor - Job Profile

The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months' employment. Right to work is not transferable from a sponsored role held with another employer.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire's diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a 'customer facing role' must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.