Senior ICT Support Analyst - Manchester

Job summary

The SIA is an executive non-departmental public body sponsored by the Home Office, set up in 2004 to regulate certain activities in the private security industry. Currently, we employ nearly 400 members of staff. We are operationally independent of government.

We are now preparing to take on new responsibilities as the regulator of Martyn’s Law - named after Martyn Hett, one of the 22 people who tragically died on 22 May 2017 in the terrorist attack on Manchester Arena. Martyn’s Law, introduced by the Terrorism (Protection of Premises) Act 2025, is intended to improve protective security and preparedness at premises and events across the UK.

The new Act will require premises in scope to be prepared to keep people safe in the event of an attack. Certain larger premises and events will also need to take steps to reduce their vulnerability to acts of terrorism.

Martyn’s Law is primarily a civil, regulatory regime. We will regulate supportively and proportionately but robustly. The SIA will have new guidance, investigatory and inspection functions and a range of new powers and sanctions. Our new Martyn’s Law functions will sit alongside and complement our existing responsibility for regulating the private security industry.

Job description

We’re looking for a dynamic Senior ICT Support Analyst to hit the ground running leading the set-up of our new Manchester office! If you thrive in fast-paced environments, excel at problem-solving and are passionate about delivering outstanding ICT support, this is your chance to make an impact.

In this permanent, full-time position, you'll supervise day-to-day ICT operations, provide hands-on technical support and oversee service delivery to ensure high-quality, customer-focused support. You'll manage ticket queues, mentor staff and drive continuous service improvements—all while supporting key ICT projects and collaborating with partners.

If you're ready to make a real impact in a fast-paced environment and support innovative ICT services as we undertake our new responsibilities are regulator for Martyn’s Law, we want to hear from you! Apply now and be part of our new chapter in Manchester.

Person specification

Essential

• Proven experience providing ICT support in a service desk or technical environment, with strong working knowledge of Microsoft technologies including Active Directory (on-prem and Azure AD), M365, Dynamics CRM/D365, SharePoint, and Microsoft SQL.

• Demonstrable experience in a supervisory or team leadership role, with the ability to manage performance, coach staff, and coordinate resources effectively.

• Experience using ITSM tools to manage service operations, monitor KPIs, and drive service improvements in line with frameworks such as ITIL.

• Strong analytical and troubleshooting skills, with a proactive approach to resolving issues and taking ownership from identification to resolution.

• Excellent interpersonal and communication skills, with a commitment to delivering high-quality, customer-focused support and handling complex queries professionally.

• Understanding of compliance policies, mobile device/application management, and a commitment to secure ICT practices and Health & Safety standards.

Desirable

• ITIL v4 Foundation or equivalent qualification.
• Understanding of public sector ICT support operations and service reporting.
• Experience engaging and managing third-party ICT service providers.

Benefits

Alongside your salary of £35,001, Security Industry Authority contributes £10,139 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• A welcoming and innovative work environment.

• Continued support and development opportunities.

• Access to training for attainment of recognised qualifications.

• Flexible working arrangements.

• Annual leave entitlement will be 27.5 days, rising by one additional day for every two years of service up to a maximum of 32.5 days.

• A variety of discounts including Gymflex.

• Civil Service Pension Scheme – employee contribution between 4.60% and 7.35% and employer contribution between 26.60% and 30.30%.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

The SIA does not use Success Profiles - please disregard any information below in relation to this.

After submission of the first stage of your application you will be invited to complete a Civil Service Verbal Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 16/09/2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

You will be directed to the Talogy - True Talent – Scheduled Maintenance Window Webpage for online tests during an outage.

Please note: Our online test supplier will be performing scheduled maintenance between midday to 1pm Sunday, 13th September 2026. You will be unable to access tests during this period.

If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.

After submission of the first stage of your application, you will be invited to complete an online Civil Service Verbal Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online test as soon as possible (within 24-48 hours is recommended). The closing date for the test is 23:55 on 16th September 2026. If you fail to complete the online test before the deadline, your application will be withdrawn. Note that after passing the test, you will be required to complete the rest of the application before the closing deadline, so please allow yourself adequate time to complete the full application.

Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the Civil Service Jobs website.

As part of the application process, you will be asked to complete a CV and 500-word personal statement. Further details around guidanc