Post Ref: C64 - ICT Service Support Manager

This is an exciting opportunity to join our dynamic, forward-thinking organisation and play a key role in supporting our residents. As ICT Service Support Manager, you will lead our ICT Service Delivery Team and act as the main operational interface between the business and ICT Services. You’ll ensure that service delivery meets agreed KPIs and high-quality standards, managing the Service Desk and technical support functions, and be the point of escalation for the ICT Service Delivery Team to provide operational guidance and technical support for complex issues.
Using practises from the ITIL framework, you will drive continuous improvement in ICT Service Delivery. Working closely with suppliers, partners, and internal teams, you will help maintain highly available, secure, and customer-focused business systems across the Council.

We’re looking for an individual who has experience with:

•  Managing ICT support functions, including the Service Desk, system administration, and familiar with technical infrastructure.
• Providing senior technical support for complex endpoint issues, including how to manage the call life cycle through incident and problem management
• Experience working in an ITIL environment and understand relating to Incident and Service Request, Problem, and Change management.
• Leading on ICT Service Level, Availability, Continuity, Capacity, Security, Release, and Configuration Management in line with industry best practices such as ITIL.
• Experience with budgets and ensuring cost-effective procurement and service delivery.
• Producing operational reports, statistics, and KPIs to monitor and improve performance.
• Developing and maintaining frameworks, procedures, and standards for professional ICT Service Delivery.

The ideal candidate would be:

• Educated to degree level or possess equivalent higher education or experience.
• Ideally ITIL certified, with additional qualifications such as PRINCE2,
• Microsoft and Network qualification.
• A confident communicator with excellent organisational and leadership skills.
• Experienced in managing staff development, including performance reviews and skills analysis.
• Skilled in commercial negotiation with vendors and managing supplier contracts.
• Committed to continuous improvement and delivering high-quality ICT services.

What you need to know:

This role may require occasional work outside of normal office hours, including evenings and weekends, to support service and project delivery. The Council supports flexible working arrangements to help maintain a healthy work/life balance.

If you are shortlisted for interview, you will be invited to our Council Offices in Beeston. The selection process will include a 20 minute technical test followed by a panel interview (approximately 50 minutes) covering your experience and scenario-based questions.

This is a designated car user post. The role is not politically restricted and is exempt under the Rehabilitation of Offenders Act 1974.

Please quote reference No: C64

Closing date:  5 March 2026

Expected interview date: TBC

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Why join us?

The Council has five GREAT values which represent our standards and expectations of how we’ll work.

As a disability confident employer and an organisation that is committed to equal opportunities, we welcome applications from all sections of the community. 

The Council embraces flexible ways of working to ensure that we can attract the best talent and experience and get the most from our employees. Whilst meeting the needs of our residents is a priority and we can’t guarantee we can accept all flexible working requests, we are happy to discuss your options when you apply for a job with us.

As a Broxtowe Borough Council employee you can enjoy many benefits including a generous pension fund, loyalty awards and family friendly policies to help you balance your work and family life, as well as discounts and offers as part of our employee benefits scheme.

Read more about the benefits of working at Broxtowe Borough Council.