Service Desk Supervisor

Job Title: Service Desk Supervisor
Grade: Police Staff Grade 7

**Salary**: £37,953-£43,254
Closing date: 27th March 2023

The IT & Digital department is responsible for the force’s adoption and use of information and digital technology.

The department consists of three core functions as follows:

- Architecture Management (responsible for identifying and selecting the right technologies for the force)
- Delivery Management (responsible for delivering and implementing the right technologies for the force)
- Service Management (responsible for managing and maintaining all live, operational technology for the force)

The Tier 1 Service Desk Supervisor works closely with the IT&D Service Management teams to ensure current service provision continues to meet and exceed expectations. It also ensures existing services are managed effectively by monitoring and reporting on ITSM performance and compliance with approved processes such as Incident and Problem Management

The Tier 1 Service Desk Supervisor is responsible for ensuring the effective operation of staff, processes and governance structures within the IT&D Tier 1 Service Desk.

It is expected the post holder will provide supervision & leadership to the IT&D Tier 1 Service Desk support staff, ensuring Service Level Agreements (SLA) & Operational Level Agreements (OLA) are upheld. The post holder reports to the Service Operations Support Manager and will have management responsibility for the service desk team.

**Key Responsibilities**:
This post has a specific focus on the following processes:

- Incident Management; Request Fulfilment; Knowledge Management; Problem Management;
- Manages the day-to-day operations of the Service Desk;
- Effectively manage call flows, resources, reporting systems and processes ensuring documentation and procedures are kept up to date.
- Monitors Key Performance Indicators and Service Level Agreements
- Provide leadership and guidance to Tier 1 support staff;
- Champions Continuous Service Improvement and lean thinking methodology;
- Liaise with colleagues within the department to ensure fault rectification in line with Service Level Agreements;

**Essential**:

- Direct line management experience across a range of disciplines and levels - including recruitment, development, appraisals, and objectives;
- Manage a team of call handlers in a challenging high-pressured environment
- Maximise web chat and self-service opportunities
- Monitor real time KPI channels (Telephony, web chat and self-service) and react accordingly.
- Interpret Business Patterns of Activity to understand demand and resource accordingly
- Triaging and diagnosing at a 2nd level support depth
- Directly communicate with customers at a variety of levels using written and oral methods;
**Desirable**:

- Ability to support a Microsoft environment including office365;
- Broadly experienced in current IT technologies;
- Able to lead and motivate a team;
- The ability to work under pressure and be capable of balancing competing demands and priorities;
- Able to relay technical information to customers with varying IT knowledge;
- Knowledge of disciplinary processes and procedures.

Vetting
Successful applicants will be required to pass Management Vetting scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical
Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.

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