IT Service Support Manager

The Prime Minister's Office enables the Prime Minister to deliver the Government's overall priorities and to communicate the Government's policies to Parliament, the public and international audiences. From the Policy Unit, Press Office, Switch and Custodians, to the Events & Visits team and the Private Office support; the diverse Downing Street team draws on varied expertise from across the Civil Service and beyond. The teams come together to deliver excellent service to the Prime Minister while also making No10 a great place to work., We are seeking a dynamic team leader with exceptional people management skills and a strong understanding of running an ITIL Service Desk with appropriate processes in place. Someone who can motivate, empower and support the technical frontline staff, drive business driven change through, resource rotas, develop staff through training and shadowing, install and sustain the highest level of customer services at all times. As the ICT Service Support Manager, you will lead the Service Support team of around 8 colleagues who provide technical support to all No10 staff, ensuring efficient use and management of resources, customer-focused secure services across the department. Working to the Head of Service Support, you will be responsible for managing all incidents, change requests, and escalation and tracking of problem resolution processes, in line with ITIL best practices, working to driving continuous service improvement forward. This is a hands-on technical leadership role requiring a strong background in ICT desktop and networking infrastructure, service management tools, and the ability to troubleshooting complex technical issues in support of business requests. You will be expected to provide expert guidance and training to your team and you will work closely contribute directly to technical problem-solving with the service delivery team. Responsibilities Leading the Service Desk

• Manage the ICT Service Desk team of 8, ensuring timely and effective resolution of user issues and requests.

• Monitor performance against internal OLAs, producing regular reports and insights for senior stakeholders and management.

• Champion a culture of service excellence and user satisfaction. Technical Oversight

• Provide expert-level technical support and guidance on ICT desktop and infrastructure, systems, and applications to support customers and also to help develop and train your team members.

• Lead technical investigations and root cause analysis for major incidents and recurring problems working closely with the IT Service Delivery team or suppliers.

• Ensure technical documentation and knowledge bases are developed, accurate and up to date and used as a reference throughout the IT Team. ITIL Process Management

• Own and operate core ITIL processes including Incident Management, Request Fulfilment, Problem Management, and Knowledge Management and the Service Desk function.

• Ensure processes are documented, followed, and continuously improved. Stakeholder Engagement

• Act as the primary point of contact for ICT service-related technical matters across the organisation.

• Collaborate with internal teams and external suppliers to ensure seamless service delivery and find solutions to business problems on a daily basis. Team Development

• Lead, mentor, and develop the support team of ICT professionals.

• Promote professional development and ensure the team is equipped with the skills and tools needed to succeed, setup shadowing and mentoring for those who need it. Service Improvement

• Identify and implement opportunities for automation, self-service, and process optimisation.

• Working with the Head of Service Support, develop service improvement initiatives and contribute to strategic ICT planning. Governance & Compliance

• Ensure adherence to government ICT policies, data protection regulations, and cyber security standards at all times.

• Maintain accurate configuration items records login assets data, incidents against assets and services in order to improve service performance., We'll assess you against these behaviours during the selection process:

• Changing and Improving

• Making Effective Decisions

• Working Together

• Managing a Quality Service

Technical skills We'll assess you against these technical skills during the selection process:

• Technical element will be based on first line support., This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills. Application process As part of your application, please include a CV and Behaviour statements (max 250 word). The behaviours that will be assessed are the following:

• Changing and Improving

• Making Effective Decisions

• Working Together

• Managing a Quality Service Please use the STAR method evidencing your actions when writing your Behaviours about your experience. You can find out more about it here The STAR method , National Careers Service. Applications will be sifted using you CV and Behaviour Statements. Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Changing and Improving. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview. Selection process Candidates successful at sift will be invited to Behaviour, Strength & Technical based panel interview. Technical element will be based on first line support., A reserve list may be held for a period of 12 months from which further appointments can be made. Any move to Cabinet Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website. Reasonable Adjustment If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via cabinetofficerecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the 'Assistance required' section in the 'Additional requirements' page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you're deaf, a Language Service Professional. Further information If successful and transferring from another Government Department a criminal record check may be carried out. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. Please note that this role requires DV clearance, which would normally need 10 years' UK residency in the past 10 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible. For further information on National Security Vetting please visit the Demystifying Vetting website. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. New entrants are expected to join on the minimum of the pay band. This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying. Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section. Feedback will only be provided if you attend an interview or assessment.

Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window). See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

• Proven ability to lead and develop technical teams.

• This role is office based only with the requirement for national and international travel.

• Experience of setting up and managing an ITIL service support function and processes within a medium or large organisation.

• Technical experience working and developing the following skills in others. o Active directory administration to manage users, groups, and organizational units, working with Group Policy Objects (GPOs) for security and configuration. o Outlook issues (e.g., mailbox access, calendar sync). o Assisting with Teams login and functionality, Managing OneDrive sync problems o Setting up and managing conference and video calls for large meetings.

• Can demonstrate experience of implementing ITIL configuration management, including asset life cycle management.

• Proven high level written and spoken communication skills.

• Experience with customer/stakeholder management skills and in developing these skills in your staff.

• Experience with service management tools (e.g. Cherwell, ServiceNow, Ivanti, Jira).

• ITIL Foundation certification or equivalent. Desirable

• Experience working in a UK Government department or public sector organisation.

• Experience working with VIPs and in a high-pressure environments.

• Certifications such as CompTIA A+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA) are advantageous.

• Degree or equivalent experience in Information Technology, Computer Science, or a related field.

• Knowledge of UK Government digital and security standards.

• Experience supporting staff working in international environments.

• Understanding of agile and DevOps principles relating to IT service management.

• ITIL Service Desk or Service support certification, ITIL Foundation certification or equivalent.

Alongside your salary of £47,670, Cabinet Office contributes £13,809 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
• A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.