JOB TITLE ICT Service Desk Team Leader
POST NUMBER 010404
WEEKLY WORKING HOURS 37
SALARY RANGE £36,124 to £39,512 pa – pro rata for hours worked
TYPE OF CONTRACT Permanent
LOCATION Stevenage / Hertford
ABOUT THE ROLE
The Service Desk Team Leader is responsible for all aspects of the management of the 6 ICT Service Desk Technicians, including their training, day to day performance and professional development.
The successful candidate will be responsible for all the day to day activities associated with the service desk including the:
? scheduling of service desk staff
? communication between the service desk and customers
? communication between the service desk and ICT staff
? management of data on the service desk application
? management of service desk staff
? delivery of the agreed service desk performance targets
? management of administrative support to the ICT management team
The post holder will also be expected to manage their working week so that management activities can be undertaken effectively when not required to handle calls. As the team leader of the team the post holder will be responsible for determining how to achieve this balance.
This role comes at a time where the Shared IT Service is undergoing significant change to enable Stevenage Borough and East Herts District Council achieve their Digital Transformation Programmes.
ABOUT YOU
We are looking for a customer-oriented IT Service Desk Team Leader to lead on managing the day to day operation of the ICT Service Desk, the key system used to access and manage ICT services for both Stevenage and East Herts Councils. The ICT Service Desk is the main way that customers access ICT Services whether they do so by telephone or on-line. The post holder must be able to demonstrate very strong customer service skills, allied with strong organisational skills and a theoretical understanding of ICT service delivery combined with practical and demonstrable IT skills.
OUR BENEFITS
• Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• Flexible working: available upon request, subject to operational requirements.
• Part time and Job share opportunities - all our full-time vacancies are open to job share unless otherwise stated.
• A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
• 25 days holiday rising to 31 days (depending on Local Government service)
• An extensive range of learning and development opportunities
• Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
• Season ticket loans and discounts for public transport
• Cycle to Work scheme
• Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
• Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
• Discounted Health and Fitness membership
• Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.
HOW TO APPLY
All applications must be made on online - please visit https://jobs.stevenage.gov.uk/StevenageBorough/Home
For an informal discussion about this role please contact
Name Nurun Nessa
Job Title ICT Service Delivery Manager
Phone Number 07851255570
Email nurun.nessa@stevenage.gov.uk
Closing date for receipt of applications: 13 April 2025
Interviews will be held week commencing: 28 April 2025
Please note that if we receive a large volume of applications for this role, we reserve the right to close this vacancy ahead of the published closing date
Stevenage Borough Council (SBC) is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff, volunteers and recruitment candidates to share this commitment. SBC shall take all reasonable steps to employ staff who are safe to work with children, young people and vulnerable adults. For posts identified with regular contact with these groups applicants will be required to undertake a Value Based Interview. The council supports the legislative requirements for employing and maintaining safer staff and the guidance specified by Hertfordshire Safeguarding Adults Board
Stevenage Borough Council is committed to Equal Opportunities for All. For further information please click https://www.stevenage.gov.uk/about-the-council/equality-and-diversity
