Organisation: Durham County Council
Job Category: ICT
Location: Meadowfield Depot, Durham
Salary: £40,777 to £45,091 p.a. (Grade 11) Pay Award Pending
Salary Band: £40001 to £50000
Contract Type: Permanent
Working Pattern: Full time
Date Posted: 30-06-2026
Closing Date: 12-07-2026 11:59
Reference: 298965
About the job
Do you want a chance to contribute to essential public services in a dynamic local authority? Do you want to be part of an innovative and collaborative team driving digital transformation? If so, we would love to hear from you!
WHAT IS INVOLVED?
As our Service Desk Team Coach, you will play a key role in developing and supporting our service desk team, ensuring the delivery of high-quality customer service and effective technical support across the organisation. You’ll combine technical knowledge with strong coaching and leadership skills to build team capability, drive performance, and support continuous service improvement.
Key responsibilities include:-
- Lead, coach, and develop service desk staff to deliver high-quality ICT support.
- Oversee day-to-day service desk operations, ensuring incidents and requests are managed effectively and in line with SLAs.
- Support performance monitoring, quality assurance, and continuous improvement across the team.
- Provide technical guidance and support to staff and customers where required.
Contribute to service improvement, operational planning, and system implementation activities.
Promote excellent customer service standards and a culture of ownership and accountability.
We encourage you to contact Lisa Forster via email at Lisa.Forster@durham.gov.uk to arrange an informal discussion about the role.
WHAT WILL I NEED?
You should have a degree in computing or related discipline and/or significant, proven leadership and technical experience within an IT support environment. You should also have experience of coaching, mentoring, or developing staff within a technical or customer service environment.
Please refer to the attached Person Specification for the full criteria.
If successful, you will be required to apply for a Basic Disclosure.
INTERVIEWS
Interviews will be held on 20th July 2026.
We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.
OUR OFFER TO YOU
We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable. Explore the full range of rewards and benefits on our website.
Rewards and benefits are subject to individual terms and conditions.
EQUALITY, DIVERSITY, AND INCLUSION
We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled and neurodivergent people and offer support throughout the recruitment process.
HOW TO APPLY
Please note, we do not accept CVs. All applications must be submitted online via the Northeast Jobs portal. Use the ‘Person Specification’ section of the form to clearly demonstrate how you meet the essential (and where possible, desirable) criteria. Applications that do not evidence the essential requirements will not be shortlisted.
Please visit our website to understand our position on using AI to support your application and for guidance on completing your application.
If you require assistance when applying for this role, please contact our Recruitment Helpdesk on 03000 26 27 27, or via email Recruitmentresources@durham.gov.uk
All correspondence relating to your application will be sent from donotreply@northeastjobs.org.uk. Kindly check your spam/junk folder regularly to ensure you don’t miss any updates.
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www.northeastjobs.org.uk/job/_/298965