Service Centre Team Leader

3 months ago

Preston, United Kingdom Lancashire County Council Full time

Salary £36,298 - £41,496 per annum | Permanent, Full time, 37 hours per week | County Hall, Preston

**LCC, Digital Services - ICT Service Centre Team Leader (Grade 9)**

Lancashire County Council's Digital Services are looking for a enthusiastic team leader to join its existing management team to line-manage a team of ICT staff whose main objective is to ensure a consistently high standard of delivery to users contacting the ICT Service Centre, in accordance with Lancashire County Council policies & procedures relating to supervision & performance, conduct, attendance, recruitment, retention, learning and development of staff.
- To manage the day to day running of an ICT Service Centre team, providing leadership, motivation, and control to ensure that they deliver on their objectives in an effective and efficient manner and in line with the strategic vision.
- Provide immediate line management and supervision for the team in all matters relating to performance, productivity, conduct and attendance.
- They will provide professional technical leadership, acting as a technical reference to deal with escalated issues. They will manage the quality, performance and compliance of the teams within the service centre.
- Motivate and coach staff through the identification of training and development needs to equip them to deliver effective and responsive services.
- Lead, co-ordinate, monitor and review workflow, and resolve day-to-day operational issues to ensure delivery meets internal and external targets and standards. Within own area may need to look months ahead and contribute to service planning.
- To ensure that employees are well informed, supported, and motivated.
- To co-ordinate the delivery of all aspects of critical ICT functions including Interaction Management, Incident Management and Service Requests to all of Digital Services' internal and external customers.
- To ensure that the team provides accurate, meaningful and consistent advice and information to customers on behalf of Lancashire County Council.
- To provide regular statistical information, verbal updates and performance statistics regarding team performance to senior management.
- Work with the ICT Service Centre Manager and other Service Centre Team Leaders to ensure internal and external Service Levels and performance targets are adhered to.

**For an informal discussion about the role, please contact**:
Martin Quinn - Performance & Development Manager

**Please Note the following important information**:
Flexible working from home arrangements are available, however there is a requirement to attend the office a minimum of 2 days a week - and may be more, depending on the needs of the service. This is on premises at County Hall, Preston, PR1 0LD.

You must be prepared to work flexibly across the hours of 8am to 6pm.

Due to the changing nature of the business, this job description serves as a framework to outline the main areas of responsibility at the time of writing. It is not intended to be either prescriptive or exhaustive and will inevitably change.

**Please ensure you have uploaded and attached your supporting statement to evidence how you meet the criteria for the role. The panel may be unable to shortlist you for interview without this evidence.**

In return Lancashire County Council offers a range of benefits, which can be found on LCC Vacancies website.

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