Service Desk Manager

Thames Valley Police
£53,276 per annum plus excellent benefits
02 Dec 2017
10 Dec 2017
Contract Type
Full Time
Thames Valley Police is the territorial police force responsible for policing the Thames Valley area covered by the counties of Berkshire, Buckinghamshire and Oxfordshire. It is one of the largest territorial police forces in England.

This is a brand new opportunity to join the Information and Communications Technology department that has the responsibility to support front line policing, crime investigation and delivering service improvement across Thames Valley Police and Hampshire Constabulary for the benefit of the public.

The Role

  • You will be responsible for ensuring the delivery of our 24 hour ICT Service Desk in line with agreed dual Force SLA’s and performance levels.
  • You will also manage and oversee the on-boarding, acceptance and integration of new services supported by the ICT Service Desk. It is important to ensure that the ICT Service Desk is effectively resourced, with a blended model of permanent and flexible project resources to meet the delivery demands.
  • You will also be responsible for the line management of the ICT Service Desk Team Leaders including their training, development, workload planning and quality assurance.
  • A subject matter expert in ITIL V3 service management with passion for service excellence, you will have a proven background in technical support disciplines and technologies.
The Essentials

Expert knowledge in ICT service desk operations and service management.Demonstrable experience of managing and developing teams in a similar service orientated 24 hour operating environment.Relevant professional qualification, preferably an ITIL V3 qualification.Exceptional written and oral communications skills. Strategic resource planning and continuous improvement experience.Demonstrable skill and knowledge in designing and delivering ITIL structured service processes.Must have capability to travel to different locations across both Forces and undertake all assignments in a timely manner. For this reason a full UK driving licence is considered essential. Generous Benefits Package:

  • Generous Annual leave – minimum 24 days per annum increasing to 29 days after 5 years
  • Competitive Pension SchemePerformance related pay37 hour working weekFlexible working Employee Assistance Programme (Welfare Services)Cycle to Work SchemeChildcare Voucher SchemeExcellent Maternity & Paternity LeaveDiscounts on healthcare, transport, dining, days out and more...
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