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Contact Information:
Gloucestershire Constabulary
County Police Headquarters
No.1 Waterwells, Waterwells Drive
Quedgeley
Gloucester
Gloucestershire
GL2 2AN

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ICT Service Desk Manager - 6260

Gloucester

Role Type Police Staff
Local Policing/ Business Area ICT Department
Department Service Desk
Location HQ Waterwells
Grade PO3
Salary £54,879 per annum (*£51,294 uplifted by 3 Market Force Factor up to £54,879 (MFF's reviewed on a annual basis)
Hours per Week 37
Type of Contract Permanent

Description

About the Role: We are seeking a dynamic and experienced Service Desk Manager to join our team. The successful candidate will lead and manage the Service Desk team, ensuring the delivery of high-quality service and customer satisfaction. This role requires a pro-active and tenacious individual with strong leadership skills and a passion for service delivery.

Key Responsibilities:

Team Leadership: Lead and manage the Service Desk Team, providing guidance, support, mentorship, development, and training to ensure the delivery of high-quality service and customer satisfaction.
Operations Management: Oversee the day-to-day operations of the Service Desk, ensuring that incidents and requests are managed in a timely manner, with a focus on actively managing Priority 1 tickets.
Performance Monitoring: Monitor and review service desk and service delivery performance, reporting on a weekly, monthly, and quarterly basis or as required by senior management.
Documentation and Processes: Develop and maintain Service Desk documentation, processes, and procedures, ensuring they are followed consistently.
Financial Management: Work with ICT management to manage financial costs effectively.
Service Improvement: Monitor feedback and suggest service improvement plans to enhance service delivery.
Technical Support: Provide technical support to the Service Desk team and liaise with both in-house and 3rd party support technicians.
Service Transition: Work with Project and internal IT teams to enable service transition and upskilling of service desk resources.
On-Call Management: Manage the out of hours Triage On-Call team, providing 24/7 support.

Key Requirements:

Service Level Metrics: Experience in defining and reporting Service Level Metrics (SLAs, KPIs).
Communication Skills: Strong communication skills throughout the organisation, up to senior levels, and at the right level for both skilled and non-skilled personnel.
Process Mapping: Proven ability to create and embed processes effectively. For example incident management and joiners, movers and leavers processes.
Technical Understanding: Strong technical understanding of first and second line Microsoft Windows environment and non-specific application support.
Management Skills: Demonstrably strong people management skills.

Candidates applying for Gloucestershire Constabulary should be aware that the use of online 'Artificial Intelligence' (AI) systems such as ChatGPT to generate application answers is NOT permitted, any candidate found to have submitted an application form using online 'AI' software to generate answers will be removed from the recruitment process with immediate effect. This may result in future applications with the Constabulary also being rejected, based on integrity.

At Gloucestershire Constabulary we recognise the benefits of increasing diversity across our force and the value of building a representative workforce. That is why it is important that people from ethnically diverse backgrounds and under-represented groups, including those with a disability, apply and help us deliver excellence in policing throughout Gloucestershire. We are a proud Disability Confident Employer and are committed to providing equal opportunities. You may wish to register with our Talent Bank- the link can be found here: https://gloucestershireconstabulary.tal.net/vx/appcentre-External/brand-3/candidate/so/pm/8/pl/12/opp/457-Register-your-interest-with-Better-Together/en-GB

Closing Date 04/02/2025, 16:00

For further information in relation to this current police staff vacancy, the role profile and the application form, please click on the Apply Now button.