Service Desk Team Leader

This is an exciting opportunity to work leading a 24/7 team of Service Desk Analysts supporting the Service Desk Manager to implement team strategies and improvement work strands. This is a fast-paced, stretching role working within CTP's Technology CSC function, working across CTP, and with the UKIC and wider HMG.

Key Tasks

The post holder will be required to do the following:

• To lead, inspire and motivate a diverse team of Service Desk Analysts; ensuring that they are adequately resourced, prepared, motivated, and utilised to help achieve key CTP business outcomes.
• To take responsibility for line management, recruitment and training, work that will include 1-2-1s, performance development reviews and general people management activities such as the organisation of annual leave, sickness, and performance.
• To work closely with colleagues and your line manager to ensure departmental processes are fit for purpose, the role will involve request fulfilment and incident, problem, change, event, knowledge, and major incident management, all in conjunction with ITIL best practice.
• To be responsible for resource planning, workload management and monitoring, customer service standards and associated quality assurance and metrics.
• To help identify Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) that align to relevant Service Level Agreements (SLA's).
• To produce high quality reports, including detailed data and trends, based upon the CSF's and KPI's.
• To represent CTP Technology at key, and often sensitive, meetings and forums.
• To work Weekdays during core business hours. However, due to the 24/7 nature of the department, some flexibility may be needed in the event of extenuating business demand or off-site commitments to key stakeholders.
• To act as a champion for people priorities across CTP, including to support CTP's commitment to inclusion, diversity, and equality.

Vetting

This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (enhanced) (SC(e)) level before taking up the post;

This post requires British nationality (some dual nationals may be ineligible) and an Enhanced Security Check (eSC) clearance.

As the post holder will have access to very sensitive information, there are limitations on travelling to a small number of countries and we will undertake additional security checks as part of the recruitment process. Applications from candidates with close connections to certain countries may take considerably longer to process, or in some cases result in a withdrawal of an offer of employment. Further details will be provided at the conditional offer stage., CTP CVF Staff Band.pdf - 807KB Opens in a new window The following competencies will be tested against during sift:

• We take ownership at level 1

• We support and inspire at level 1

The following values will be tested against during sift:

• Respect

Disability Confident Statement

The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.

As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.

The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.

Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles. Find out more about police fitness standards.

Do you have experience in VoIP?, * Experience working within an IT Support / Service Desk Team.

• Resilience in managing a range of conflicting priorities, often at pace, can frequently be pressurised and priorities varied.
• Experience of analysing and interpreting complex queries to formulate and engage stakeholders on recommendations, decision making, plans and activities.
• SC Security Clearance required.
• Worked to defined SLAs.
• Worked with a service management framework (ITIL)
• Intermediate working knowledge of Microsoft Office Applications
• Intermediate working knowledge of Microsoft Operations Systems
• Intermediate working knowledge of Microsoft Active Directory
• Basic working knowledge of Cisco VoIP and Video Conferencing systems
• Subject Matter Expert in Incident and Service Request Management
• Basic working knowledge of Continual Service Improvement

Desirables

• Experience working as a team leader, duty manager or in a supervisor capacity.
• Experience working with law enforcement partners/policing headquarters or ICT functions within the public sector.
• ITIL V4 Foundation certified.
• SC Security Clearance

Required Languages English Reports To