Gloucestershire County Council
Social Care Helpdesk Supervisor
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Gloucestershire County Council Job
Job Title: Social Care Helpdesk Supervisor
Job Location: 92-96 Westgate Street
Salary: £37,280 - £40,777 per annum
Hours per Week: 37.00
Contract Type: Permanent
Closing Date: 16/09/2026
Job Requisition Number: 14595
This post is not open to job share
About the team & role:
As Helpdesk Supervisor, you will oversee the day-to-day operations of the Social Care Application Support Helpdesk, ensuring that incidents and service requests are managed efficiently and effectively via ServiceNow. You’ll be responsible for supervising a team of support analysts, providing guidance, mentoring, and escalation support.
You’ll work closely with internal stakeholders, third-party suppliers, and social care teams to maintain system stability, support change initiatives, and drive service improvements. This is a hands-on role that combines leadership, technical expertise, and a strong customer service ethos.
Key Responsibilities:
- Lead and manage the helpdesk team supporting Liquidlogic and ContrOCC applications.
- Monitor and manage ServiceNow queues, ensuring SLAs and KPIs are consistently met.
- Act as an escalation point for complex technical and application-related issues.
- Collaborate with IT, social care teams, and external vendors to resolve issues and implement improvements.
- Support release management, testing, and deployment of application updates.
- Identify opportunities for process improvement and contribute to service development.
About you:
Either you are a confident and capable IT professional with experience in helpdesk supervisor or application support teams; or you have a strong understanding of social care systems and the importance of reliable application support in delivering frontline services.
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You’re comfortable working in a fast-paced environment, managing competing priorities, and leading a team to deliver excellent customer service. You’re also a clear communicator who can build strong relationships across technical and non-technical teams.
Essential Skills & Experience:
- Experience supervising or leading an IT helpdesk or application support function.
- In-depth knowledge of Liquidlogic and ContrOCC systems.
- Proficiency in using ServiceNow or similar ITSM platforms.
- Strong leadership, communication, and stakeholder management skills.
- Ability to troubleshoot and resolve complex application issues.
About us:
Here’s what we offer in return for your hard work.
- Flexible and agile working opportunities
- 25.5 days annual leave rising to 30.5 days after 5 years continuous service
- An option to purchase 10 days of additional leave per year (pro rata for part-time staff)
- Family friendly employer offering benefits to help support you and your family
- Career development and qualification opportunities
- Supportive and positive working environment with regular, robust supervision
- Local Government Pension Scheme (LGPS)
- Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone
- An in-house Occupational Health service
- Employee discount scheme
- Cycle to Work scheme (Eligibility criteria and T&Cs apply)
- Green Car Salary Sacrifice Scheme (Eligibility criteria and T&Cs apply)
- Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.
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How to Apply
If you want to be part of a creative, skilled, friendly, and passionate team then please express your interest in the role by clicking the “Apply Now” button.
For an informal discussion about the role, please contact Nat Porter (nat.porter@gloucestershire.gov.uk)
Additional Information
To access the Job Profile for this role, please follow the link below:
The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months' employment. Right to work is not transferable from a sponsored role held with another employer.
We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.
It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.
Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.
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