ICT User Support Team Leader

An ICT User Support Team Leader is required to join an ICT Shared Service team for this Fire & Rescue Service based in Cambourne, Cambridgeshire with occasional travel within Cambridgeshire and Bedfordshire.

You will be joining a team of dedicated IT professionals, delivering new and exciting IT systems into the Fire & Rescue environment. This role is suitable for experienced Support engineers and Professional alike, with a strong technical background and a proven track record of managing staff. In return the organisation offer the successful candidate a supportive workplace and platform for furthering their career.

ICT User Support Team Leader
Location: Cambourne, Cambridgeshire

Hours: 37 per week - flexitime
24 days holiday
Local Government Pension scheme
Salary: £29,055 per annum rising to £33,136 + shift allowance

Key Responsibilities

Managing the ICT User Support Team including providing direction, administration, appraisal, lead, motivate and develop the team members on a day to day basis to ensure the effective and efficient provision of ICT User Support services. This includes proactively managing duties and setting appropriate priorities to ensure work is completed in line with Service Level Agreements (SLA) ensuring customer expectations are managed throughout. This would include Ability to work in a methodical and logical manner to co-ordinate and plan workloads with due regard for changing priorities.

You will act as an escalation point within ICT for all problems and requests from users within the Services and provide an extremely customer focused service at all times. Whilst undertake incident investigation, ensuring appropriate resolution of complex.

Prior experience of maintain complete, current and accurate records and documentation of all process's and knowledge of the ICT infrastructure. This will include improving operational processes and procedures of the ICT Infrastructure Team's responsibilities in line with ISO 27001 and ITIL standards, advising and communicating solutions using your excellent written and verbal skills.


The ideal candidate will have a good knowledge of installing, managing, maintaining and upgrading all aspects of the end user infrastructure including end user delivery technologies, end user devices, security and Microsoft desktop products. They will also have a sound technical understanding of Active Directory, MS Exchange and Group Policy.

Completed application forms must be returned no later than noon on Friday 10th August and Interviews are planned for 22nd August 2018.