Digital Services Support Manager

Job Title: Digital Services Support Manager
Starting Salary: £48,226 progressing to £53,459 per annum
Hours: 37 per week
Location: Stevenage with hybrid working opportunities. Travel across the county will be required from time to time
Contract Type: Permanent
Directorate: Community Protection

About the team

The Digital Services team are responsible for supporting all applications, infrastructure, and communications systems across the Community Protection Directorate (CPD) and Fire Collaboration (FC). This team delivers critical application and system support to Hertfordshire Fire and Rescue Service, operating 24x7x365 to ensure the reliable mobilisation of fire engines and crews in response to emergencies.

About the role

We’re looking for a proactive and experienced IT Support Manager to join our team and play a pivotal role in managing IT operations, service delivery, and supplier relationships. This is a dynamic position that blends technical oversight, project management, and team leadership to ensure the smooth running of critical digital services across the organisation.

You will be responsible:

• For the day-to-day support of all, applications, infrastructure and communications equipment
• Work and liaise with users, 3rd party providers, stakeholders and other team members to resolve technical issues and problems which have been escalated to you
• Creating technical designs and specifications
• Deliver projects within timescales and within budget
• Responsible for the Incidents and Problems process for Digital Services
• Be an active member of the Change Control Board, Service Reviews and Project meetings

You will also be required to provide out of hours escalation support to the out of hours engineers on every other week

About you

Essential

• Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL v4.
• Proficient in using Service Management platforms such as ServiceNow, Remedy, or equivalent tools.
• Skilled in developing and managing Service Level Agreements (SLAs) to ensure service quality and accountability.
• Experienced in implementing and maintaining change control processes to support stable and secure service delivery
• Capable of chairing service review meetings with third-party vendors and partners to monitor performance, resolve issues, and drive continuous improvement
• This role requires the ability to travel independently throughout the county including to locations, and during times, where public transport may not be available
  
  

Desirable

• Hands-on experience working within Microsoft Azure environments, including familiarity with its services, architecture, and operational best practices
• Experience working with SQL databases, including querying and data management.
• Proficient user of Microsoft Office 365 and SharePoint, with an understanding of collaboration and document management features.
• Familiarity with Fire Service practices and procedures, supporting operational effectiveness.
• Experience in supporting Fire Service-specific applications, ensuring reliability and user satisfaction
• Demonstrated project management experience, including planning, execution, and stakeholder coordination.
• Understanding of public sector procurement processes, including compliance and vendor engagement.
• Experience in asset management, including tracking, lifecycle management, and reporting.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is within the Corporate Services, level 12 job profile. Please locate this via:

Job profiles - Corporate services

To hear more about this opportunity please contact Mark.Green1@hertfordshire.gov.uk for an informal discussion about the role.

InterviewDate: week commencing 29th September 2025

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding
This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

Driving required
You’ll need to have the ability to drive and/or travel around Hertfordshire, either using your own mode of transport or a company car to travel to other locations.