Digital Services Support Manager

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 mission critical application and system support to Hertfordshire Fire and Rescue Service, operating 24x7x365 to ensure the reliable mobilisation of fire engines and crews

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.

The role is a hybrid role that will include onsite attendance at our office in Stevenage on a weekly basis

You will be responsible for:

• The day-to-day support of all applications, infrastructure and communications equipment
• Management of Service Desk, 2nd and 3rd line engineers
• Working and liaising 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
• Delivery of projects within timescales and within budget
• The Incidents and Problems process for Digital Services
• Being 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 every other week

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.
• Proof of management experience, setting objectives and performance management
• 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.
• 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.