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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<h4>About the team</h4>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.<h4>About the role</h4>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:<ul><li>For the day-to-day support of all, applications, infrastructure and communications equipment</li><li>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</li><li>Creating technical designs and specifications</li><li>Deliver projects within timescales and within budget</li><li>Responsible for the Incidents and Problems process for Digital Services</li><li>Be an active member of the Change Control Board, Service Reviews and Project meetings</li></ul>You will also be required to provide out of hours escalation support to the out of hours engineers on every other week<h4>About you</h4>Essential &nbsp;<ul><li>Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL v4.</li><li>Proficient in using Service Management platforms such as ServiceNow, Remedy, or equivalent tools.</li><li>Skilled in developing and managing Service Level Agreements (SLAs) to ensure service quality and accountability.</li><li>Experienced in implementing and maintaining change control processes to support stable and secure service delivery</li><li>Capable of chairing service review meetings with third-party vendors and partners to monitor performance, resolve issues, and drive continuous improvement</li><li>This role requires the ability to travel independently throughout the county including to locations, and during times, where public transport may not be available </li></ul>Desirable<ul><li>Hands-on experience working within Microsoft Azure environments, including familiarity with its services, architecture, and operational best practices</li><li>Experience working with SQL databases, including querying and data management.</li><li>Proficient user of Microsoft Office 365 and SharePoint, with an understanding of collaboration and document management features.</li><li>Familiarity with Fire Service practices and procedures, supporting operational effectiveness.</li><li>Experience in supporting Fire Service-specific applications, ensuring reliability and user satisfaction</li><li>Demonstrated project management experience, including planning, execution, and stakeholder coordination.</li><li>Understanding of public sector procurement processes, including compliance and vendor engagement.</li><li>Experience in asset management, including tracking, lifecycle management, and reporting.</li></ul>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 servicesTo hear more about this opportunity please contact <a href="mailto:Mark.Green1@hertfordshire.gov.uk" target="_blank">Mark.Green1@hertfordshire.gov.uk</a> for an informal discussion about the role.InterviewDate: week commencing 29th September 2025Benefits of working for us<h4>How to apply</h4>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. <h4>Additional information</h4>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 &amp; 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.





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Hertfordshire County Council

Digital Services Support Manager

<h2>About the job</h2>Salary: £25,185 - £25,583 a year pro rata Hours per week: 37 Contract type: ApprenticeshipAs a Desktop Analyst Apprentice at Luton Council, you will support the delivery and maintenance of the council’s end user device fleet, including laptops, tablets, mobile phones, and thin clients. This is a hands-on apprenticeship designed to give you real-world experience in IT support, with guidance and mentoring from experienced professionals.In this role, you'll assist in managing the full lifecycle of incidents and service requests related to end user devices. You will be involved in providing 2nd line support—helping to diagnose and resolve faults or escalating them to the appropriate service desk, incident, or problem managers. You’ll also contribute to a collaborative team environment by sharing knowledge and supporting colleagues as you learn and grow.Working within the DDAT IT Operations function, you’ll be part of a small, skilled desktop support team that plays a key role in delivering excellent IT service to internal users. Your responsibilities will focus on assisting the Desktop Team Leader and Service Manager – IT Service Management in maintaining high service standards and contributing to continuous service improvement.Under supervision, your duties will include:<ul><li>Assisting with basic maintenance, installation, and monitoring of end user devices</li><li>Supporting with hardware deployments as directed</li><li>Identifying and escalating issues with devices to senior team members</li><li>Helping to manage support calls and tickets, ensuring accurate information is logged</li><li>Aiding in the administration of service requests and documenting all relevant changes</li><li>Supporting the resolution of incidents and requests in line with agreed Service Level Agreements (SLAs)</li><li>Using IT tools to help track and report on configuration items and changes</li></ul>While you’ll be supported throughout the apprenticeship, you’ll also be expected to take initiative, show a willingness to learn, and demonstrate a genuine passion for IT and user support. Some flexibility in working hours may occasionally be required to meet the needs of the service.This is an exciting opportunity to build your skills in a real-world environment, contribute to service improvements, and lay the foundation for a successful career in IT support within the public sector.Please note this role does not attract sponsorship. Applicants are required to have resided in the UK for the last 3 years.&nbsp;<h2>About you</h2>You are enthusiastic, proactive, and passionate about starting a career in IT. You have a genuine interest in technology and enjoy exploring how IT equipment works and can be used effectively in practical settings. Your curiosity drives you to learn more about hardware components and support tools, and you’re eager to build on that knowledge through hands-on experience.You have some experience using application software and are comfortable with support tools, demonstrating a strong user-level understanding of IT systems. You take pride in your ability to work accurately and meet deadlines, even when working with limited supervision. You’re a self-starter who’s not afraid to ask for help when facing unfamiliar challenges, and you see every problem as a learning opportunity.With excellent verbal and written communication skills, you’re able to clearly document issues, produce reports, and interact politely and professionally with a wide range of people, including colleagues and service users. You are organised, able to manage your time effectively, and can prioritise tasks under pressure while maintaining a high standard of service.You’re someone who can offer suggestions for improving processes and contribute positively to a team-focused environment. You understand the importance of equality, diversity, and inclusion in the workplace, and your behaviour reflects that awareness.To be successful in this apprenticeship, you will need:<ul><li>A minimum of Level 1 in Maths and English, with GCSE grades 4–9 (A*–C) in ICT, English and Maths</li><li>A strong interest in IT and technical systems</li><li>A positive attitude towards learning and development</li></ul>If you’re looking to start a career in IT and want to gain valuable skills in a supportive public sector environment, we’d love to hear from you.<h2>About us</h2>Our ambitious&nbsp;Luton 2040 Vision&nbsp;– that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?We welcome applications from all sections of the community and are committed to developing a workforce that&nbsp;reflects the diversity of our borough<h2>Application Process</h2>On occasions, we may close a vacancy early due to a very high number of applications being received. <h2>Benefits</h2>We offer a range of excellent staff benefits which include: - From 25 to 32 days’ annual leave: linked to length of service and grade - Buying annual leave scheme: buy up to 20 days additional annual leave - Career Pathways: step up in your career or move into a specialist area - Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant - Generous relocation package: up to £8,000 (subject to eligibility) - Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home - Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns - Training and support: unlimited access to development courses, mentoring and support and clear career pathways - Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons - Arriva Travel Club: great value savings on local bus travel<h2>How to apply</h2>We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out! Our ‘How to apply' page has more tips to help with your application:&nbsp;<a href="https://m.luton.gov.uk/Page/Show/Jobs_and_careers/recruitment/Pages/How-to-apply.aspx" target="_blank">How to apply</a><h2>Available documents</h2>Attached documents are available under links. Clicking a document link will initialize its download.<ul><li><a href="https://emea3.recruitmentplatform.com/tlk/pages/fo/download_job_file.jsp?ID=PSKFK026203F3VBQB686G8N7P&amp;nDocumentID=1595615&amp;ptId=11745" target="_blank">download: PREF105579 202507 L2 Desktop Apprentice.docx</a></li><li><a href="https://emea3.recruitmentplatform.com/tlk/pages/fo/download_job_file.jsp?ID=PSKFK026203F3VBQB686G8N7P&amp;nDocumentID=1614537&amp;ptId=11745" target="_blank">download: Luton_Values_Flyer.pdf</a></li></ul>





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2 IT Support Jobs in Letchworth Garden City, UK