Digital and IT Support Manager

Salary: £59,313 – £66,978 + benefits  
Location: a mix of onsite in Hounslow and working remotely / flexibly
Contract: Fixed term contract – 24 months 
Working pattern: Full-time 


About you

  • Are you a capable and confident leader, with demonstrable experience in managing a service desk and desktop function? 
  • Do you have a thorough understanding of ITIL Service Management and detailed knowledge of service operations, service management toolsets and the IT asset management lifecycle? 
  • Are you passionate about customer satisfaction, with skills in managing stakeholders at all levels? 
  • Do you have excellent communication and organisational skills? 
  • Are you excited to bring new ideas and improvements, develop the team and create a service-orientated culture? 

If so, our new Digital and IT Support Manager role could be perfect for you. Join us and be at the forefront of our transformation, ensuring that we have high-performing, cost-effective digital and IT services and maximise our investments in technology. 

Our mission is to create connected and inclusive communities. Digital is how we do business and we’re harnessing innovation and user-centred design to transform the future for our residents and businesses. 

Join us at the forefront of innovation and use your skills to make a positive impact.   


About the role 

You’ll report into the Head of Digital Services and be part of the Director’s wider management team, managing a busy team delivering first and second line digital and IT support to the council and its partners. This includes overall desktop management and refresh and service and asset management tools. 

You’ll empower the team by creating a supportive environment for team members to excel at their roles and develop their careers within the service and wider organisation. 

You’ll champion service delivery management, planning the service roadmap, reporting service performance and acting as Digital and IT’s focal point for service and operational matters, escalation and communication. 

You will devise, plan and execute a service improvement plan, resulting in a better experience for our users, including the management of demand and working with the adoption and inclusion team to drive self-help, automation, and user education. 


Find out more 

Read the role profile for further information about the role and what we’re looking for from candidates: 


How to apply 

Please send us your CV along with a supporting statement which clearly outlines what skills, abilities and experience you can bring which make you an ideal candidate for this role. Please ensure you refer to the requirements outlined in the role profile when completing your application.  

Send these documents to: digital.careers@hounslow.gov.uk

We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you send your application as soon as possible to ensure it is considered. 


Working for Hounslow 

In return for your skills, we can offer the chance to be part of an inclusive team, within an incredible borough. We offer flexible working, career development and a whole range of generous benefits, including: 

  • A competitive salary of £59,313 – £66,978
  • A minimum of 24 days annual leave, which can go up to 30 days, plus public and bank holidays. 
  • Generous, secure and safe pension in the Local Government Pension Scheme. 
  • Season ticket loan.
  • Staff wellbeing services.
  • …and much more…

View the full list of benefits at: https://www.hounslow.gov.uk/info/20037/working_for_the_council

You must be eligible to work in the UK.


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