Service Support Desk Manager

This is a wide ranging and multi disciplined post operating at a high level of Service Support Management. The post holder will have responsibility for delivering all aspects of ICT Incident and Major Incident Management processes to ensure that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.They will ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise service disruption.

The candidate will be required to build relationships with, and co-ordinate between, multiple parties and a wide range of stakeholders across all Directorates in NCC, Partner Organisations, other Local Authorities and external suppliers.They will need to be adept at engaging stakeholders and ensuring their understanding of often complex technical solutions, providing support, advice and guidance at all levels (including elected Members) on the full range of Service Desk functions across a complex technical landscape and whilst consistently driving improvement across their part of the Support Service.