ICT Service Desk Manager
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.
If you are applying via Indeed or DWP: Please click on the following link to be redirected to our website, where you will be required to click on the vacancy to complete our application form-
[...]/ The closing date for this role is included within the Indeed advert and all applicants MUST apply via our website. We regret that we are unable to accept applications outside of our website's application form and after the vacancy close date.As such, we suggest that you apply as soon as conveniently possible to avoid disappointment.