Service Support Manager, Open to flexible working

Hackney, London (Greater)
£54,371 to £55,373 inc market supplement (PO8)
27 Feb 2018
14 Mar 2018
Contract Type

Service Support Manager, Open to flexible working

Permanent - Full Time

We’re looking for great people who want to develop their careers with us and help us to become the most user-centred IT and digital team in the country.

Our borough

Hackney is London's most diverse and dynamic borough. Reaching from the Square Mile to Queen Elizabeth Olympic Park, this is an area of rapid economic growth, particularly in technology, media, fashion and other creative industries. Hackney has more green spaces than any other inner London borough; some of the capital's finest schools; first class transport connections; excellent public services; and thriving arts, cultural and retail sectors. We seek people with ambition, creativity and commitment to ensure our economic growth provides benefits for everyone and creates opportunities to transform the lives of residents.

The Team

Hackney ICT is a great place to work! Our team support vital public services across the borough and are working every day to make things better for our residents and businesses.

Hackney Council is also a great place to develop your career. We offer a wide range of opportunities to learn new skills through training, mentoring and by working alongside some of the best digital agencies in the country. We are developing a new Digital Leadership Academy and will be launching an exciting apprenticeship programme in spring 2018, with 18 apprentice roles across our service.

As well as this, Hackney also offers great benefits for our people, including a range of flexible working options, discounts and other schemes to help you save money and the opportunity to plan for your future by joining the local government pension scheme (more details are available online here:

We are determined to help the ICT and digital profession become more diverse, and we encourage women and other people who are under-represented in technology professions to apply to join our team. You can find out more about how Hackney promotes equalities and diversity here: and read about our commitment to being a Timewise employer here:

You can find out more about our team, how we work and the work we do on our HackIT website: 

The Role

At Hackney we believe that effective ICT support requires a high level of understanding and empathy for the users that we support, combined with a clear focus on the outcomes we deliver for the borough’s citizens and businesses, so that we can provide a genuinely user-centric support service. This includes easy access to advice and support at a time and place that is convenient for users, support services designed to meet user needs, and a service culture that puts our users first. As Service Support Manager you will be responsible for all first-line support, leading engagement with our users to develop more user-centric and proactive support services, inspiring your teams to deliver the highest quality user experience possible and working closely with colleagues across the ICT service to ensure that all our efforts are responsive to user needs.

You will have a passion for excellent service delivery and a track record of inspiring teams to deliver successful results in a complex environment. You will also have strong collaborative leadership, coaching and mentoring skills and have used these to grow a strong and effective delivery culture in your teams based on working effectively with other teams and partners.

How to apply

To apply all you need to do is:

  • Read the Job Description for this role, paying particular attention to the Person Specification section
  • Provide your details in our application form and upload your CV
  • Attach a supporting statement (maximum two pages) that shows how your skills, knowledge and experience will enable you to meet the criteria for the post, as described in the Person Specification

We actively promote equal opportunities and welcome applicants with a broad diversity of talent, including applicants who are interested in flexible working arrangements.

Closing Date: Wednesday 14 March 2018 (22:59 hrs)

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