Job Description

To lead and maintain the effective support for FCHO's systems, software and business applications, including systems integration and ensure related processes are maintained and changes are controlled. To provide technical system support services across the business, including channelling requests for third party support to external contractors for resolution, monitoring progress and keeping colleagues and teams appraised of progress. To create a continuous improvement ethos with existing systems and deliver successful change-controlled upgrades as appropriate. To lead the applications support officers, providing an efficient and effective ICT solution delivery and support service to the business and engage 3rd party service providers as appropriate. You will continuously work towards FCHO's vision, demonstrating and role modelling its values and behaviours whilst promoting positive working practices and policies associated with Equality, Diversity & Inclusion, Health & Safety, Wellbeing and Safeguarding.

Key Responsibilities

Oversee the service delivery and BAU support functions for FCHO systems and applications, ensuring high levels of customer satisfaction, timely issue resolution, and adherence to SLAs Provide the Service Desk and the Applications Support team members with a point of escalation for complex system and software application related issues Resolve complex technical problems within specified SLAs and in accordance with FCHO's policies & processes. Act as the escalation point for major system incidents, coordinating resolution and ensuring communication with stakeholders. Act as the ICT escalation incident and problem manager for the effective and efficient management and resolution of all software application, systems integration and process related major incidents Manage and implement the controlled release of software updates, patches, bug fixes and system upgrades including major system upgrades. Ensure regular system maintenance, patching, and monitoring is planned, undertaken and documented. Take responsibility for any software applications changes, ensuring that changes are appropriately scheduled and that testing and regression plans are developed and approved before any changes take place.

Our Offer

A 37-hour working week, working at least 3 days in office per week. Holiday entitlement is 30 days, plus one shut down day which will be determined by the company and eight bank holidays. You can also purchase additional leave. Defined contribution pension scheme with an employer contribution of up to 10%. We also offer a pension salary exchange scheme for eligible colleagues, helping colleagues to take home more of the money they earn. Automatic enrolment into a healthcare cash plan and private health insurance plan Access to our colleague benefit platform which offers discounts on hundreds of high street brands as well as providing education, support and tools to help you to live a healthier and happier life Access to Doctorline, a 24/7 worldwide GP helpline for you, your partner and your children Discounted gym membership Access to an Employment Assistance Programme with 24-hour confidential counselling support for both personal and work-related issues. Professional subscriptions are paid for by the business where they are an essential requirement of your role. Enhanced maternity, paternity, adoption and sick pay Long service awards

Who are we looking for?

Our ideal candidate

Experience in ICT service management and systems administration. ITIL service management principles. Experience in leading change and service improvement Experience within an ICT support & environment in a 2nd & 3rd line support role 2 Years + Supporting NEC Housing Management System Carrying out day-to-day maintenance, upgrades & troubleshooting Troubleshooting issues and carrying out detailed problem analysis

Interested?

Take a look at the role profile and if it looks like you'll be a good fit, send us your application before

7th July.

Interviews will commence on the 30th June 2025.



We are committed to building an organisation that represents a variety of backgrounds, perspectives and skills & are proud to be an equal opportunity workplace. As an equal opportunities employer, FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.


We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother, please let us know & we'll do all we can.