Lead Business Support Officer

Are you a proactive, detail-driven professional ready to lead and innovate in ICT business support? Medway Council is seeking a Lead Business Support Officer to champion administrative excellence, financial integrity, and customer-focused service delivery across our ICT division.

This is a unique opportunity to take ownership of critical ICT functions, mentor colleagues, and contribute to the smooth running of services that impact thousands of users across the council.

What You'll Be Doing

• Lead ICT Admin Operations: Be the go-to expert for all administrative and financial processes, including income generation, expenditure tracking, and SLA management.
• Procurement Leadership: Manage procurement of all ICT hardware, software, and supplies—liaising with suppliers, raising orders, and verifying invoices up to £100,000.
• Mentor & Train: Support and guide the Associate Business Support Officer, ensuring consistency and quality in procurement and admin procedures.
• Service Desk Support: Contribute to a high-performing, customer-focused ICT Service Desk—handling calls, logging issues, and updating knowledge articles.
• Financial Oversight: Maintain order logs, reconcile payments, manage mobile phone contracts, and monitor software licenses.
• Security & Compliance: Promote data protection, cyber security awareness, and ensure compliance with industry standards.
• Stakeholder Engagement: Collaborate with internal and external stakeholders, embodying the Council's values and commitment to service excellence.

What You'll Bring

• Qualifications: A-levels or NVQ Level 3 (English and Maths); financial specialist qualifications are a plus.
• Experience: Strong background in ICT admin, service desk systems, and financial processes (including Integra and SLA management).
• Skills: Excellent communication, organisation, and customer service skills. A self-starter with initiative and a drive for continuous improvement.
• Knowledge: Solid understanding of ICT terminology, financial management, ITIL principles, and cyber security best practices.

Why Medway Council?

We're a forward-thinking organisation committed to innovation, inclusion, and sustainability. You'll be part of a supportive team that values your expertise and encourages growth. With flexible hybrid working, a strong focus on professional development, and a mission to become carbon neutral by 2050, Medway Council offers more than just a job—it offers a purpose.

Ready to lead with impact and shape the future of ICT support?

Apply today and be part of a team that's making a difference.

If you would like to have an informal discussion with the recruiting manager, please e-mail Paul Thompson on

In return we offer you:

• Generous annual leave entitlement
• Generous local government pension scheme package
• Access to wider training and development qualifications
• Flexible working scheme
• Travel plan discounts
• Car Benefit Scheme from Tusker
• Access to CAREFIRST advice & counselling service
• Employee discount scheme for national and local retailers
• The Government has introduced new ways of supporting parents with childcare costs. Further details are available here: -

We're committed to making Medway carbon neutral by 2050. We have developed an action plan to ensure we play our part in addressing the climate emergency. Our declaration fits into our Council Plan priority of making Medway a place to be proud of. The main outcome being a 'clean and green environment'. All Medway Council staff can access an additional day's paid leave to undertake a volunteering activity which supports climate change.

Our organisation:

Medway is a unitary authority in the South East of England, made up of the towns of Strood, Rochester, Chatham, Gillingham and Rainham and more rural areas, including the Hoo Peninsula.

Situated in Kent in the South-East of England, the area has plenty of green spaces, excellent facilities and easy access to the national motorway and rail networks, facilitating superb transport links to London.

We provide all local Government services for a quarter of a million people, looking after education, environment, social care, housing, planning, business and much more - everything from frontline services such as rubbish collection and events like the Dickens Festival to work that goes on behind the scenes to ensure services in Medway run smoothly and cost effectively.

Working at Medway Council means that you get to be part of this journey working alongside talented professional colleagues to drive forward change to transform the lives of our residents and the communities they live in.

Important Information-

Applicants must be able to demonstrate all essential requirements as listed in the job profile

Medway Council is committed to creating an inclusive work environment with a diverse workforce. All appropriately qualified candidates will receive consideration for employment without regard to gender, race, colour, ethnic or national origin, disability, marital status, family commitments, sexual orientation, age, HIV status, religious or political beliefs, social class or trade union activity or irrelevant spent conviction.

For further information please refer to the Medway information pack available as a download or to view online.

Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.

Please visit for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.

We reserve the right to close this vacancy at any time prior to the closing date.