Head Of It Support

Maritime and Coastguard Agency
Details
Reference number
339346
Salary
£54,997
Advertised salary is inclusive of a base salary of £51,997 and up to £3,000 of additional allowances which includes: On Call (Out of Hour) IT rota for IT Major Incidents. This attracts an allowance of £3,000 per year.
Job grade
Grade 7
Contract type
Permanent
Business area
MCA - Information Technology
Type of role
Business Management and Improvement
Commercial
Information Technology
Working pattern
Flexible working, Full-time, Job share, Part-time
Job description
The Head of IT Support leads and motivates the IT Support teams (IT Service Desk and IT System Engineers) to meet optimum service levels, owns key IT Service Management processes, fostering a customer focused approach throughout all activity.
They are knowledgeable about service management tools and software, are committed to delivering service improvement across the people, processes and tools used across Service Operations.
The Head of IT Support is responsible for staffing levels, for developing skills and for motivating team members to deliver high quality and consistent support services.
They also act as a primary escalation point for incident management activities and produces insightful service reporting and metrics that drives and promotes continuous improvement into IT Support as a whole.
Your responsibilities include but are not limited to:
Leadership

• Provide leadership on the IT support Teams (IT Service Desk and IT Systems Engineers) and future strategy thoughts, presenting compelling improvement ideas, as well as risk management activity.
• Build an effective framework for managing and improving customer IT Support, developing single point of contact, data capture accuracy and managing SLA metrics as defined by the business.
• Provide necessary KPI metrics and trends, understand the metrics and use the insight to develop strategies to improve and gain efficiencies.

Service Operations:

• Take the lead on successful undertaking of major incident processes, ensuring best in class communications to stakeholders and high quality reporting information is captured and shared.
• Role Model in excellent customer service skills with enthusiasm and energy across the team.
• Manage vendor relationships, tailor their service provision to meet emerging and changing business needs, assess KPI metrics and partner to ensure continuous service improvement.

Process adherence and optimisation

• Own, update and socialise IT Support processes (including Major Incident process).
• Drive Continuous Improvement and innovation into the Team, Processes and Products used.

You can find full details of the vacancy via Civil Service Jobs - Reference number: 339346

How to Apply
CV and Personal Statement:
Within your CV and personal statement please demonstrate your knowledge and experience of:

• Managing a team, where you have had to lead, motivate, coach, and mentor IT support teams.
• Working in an IT environment where you have specialised in incident management and problem management.
• Ability to analyse problems and present solutions to management or the business.
• Service strategy, design, transition, operation and continual service improvement.

Your personal statement will be limited to a maximum of 1,250 words.
It is essential when submitting your personal statement that you provide as much detail as possible, and utilise the full word count given, against the essential criteria outlined above as this will be used in conjunction with your CV to assess candidate suitability to move to the next round in the recruitment process.