Principal ICT Officer - Operational Lead
Core
Lead desktop operations and provide expert 2nd/3rd line support for end-user services, ensuring stable and secure ICT environments aligned with business needs.
Role type
Senior IC ICT Operations Lead
Builds
Stable, secure, reliable, and cost-effective ICT environment for end users
Domain
Public sector / Local Government / End User Services
Required skills
Desktop hardware and peripherals management, Asset management, 2nd/3rd line technical support, Project delivery, Incident management, Process documentation, Stakeholder coordination, SLA management, System monitoring, Audit support
Preferred skills
Knowledge of industry-standard software and hardware technologies, Experience with service desk functions, Ability to deputise for team management
Technologies
Desktops, laptops, peripherals, business systems, operating systems
Responsibilities
Deputise for Team Manager to ensure operational performance meets SLA targets; Provide expert 2nd/3rd line support for end-user service calls; Lead desktop operational functions including asset management and stock control; Deliver technical projects related to End User Services; Act as escalation point and guardian of key End User Services components; Monitor desktop estate to ensure availability targets; Coordinate resolution of complex system faults and supplier upgrades; Contribute to Major ICT Incident, Disaster Recovery, or Cyber Incident response.
Seniority
Senior, hands-on IC with leadership responsibilities