Service Desk Manager

As Service Desk Manager, you will lead the evolution of a modern, high-performing Service Desk that underpins digital policing across Wiltshire Police. Leveraging automation, AI, service intelligence and user-centred design, you will enhance the experience of officers and staff while ensuring secure, reliable and resilient digital services. This is an exciting opportunity to shape how support services are delivered, drive continual improvement and build a culture of innovation, accountability and service excellence that enables the future of Digital, Data and Technology across the Force.

What you will be doing

Lead and develop a high-performing Service Desk, providing a trusted and user-focused point of contact for digital support services across the organisation. Define and drive Service Desk excellence through clear performance measures, continual improvement and exceptional user experience. Deliver a modern support model that maximises first-point resolution through automation, self-service, AI-enabled support and knowledge management. Own and maximise the value of the ITSM platform, using automation, service intelligence and data-driven insight to improve performance and efficiency. Lead incident, request and problem management activities, ensuring effective triage, rapid resolution and sustainable service improvements. Champion user-centred service delivery, using feedback, performance data and operational insight to enhance user outcomes. Lead the transition of new and changed services into live operation, ensuring services are supportable, resilient and designed for long-term success. Build team capability, foster a culture of ownership and continuous improvement, and support career development aligned to professional standards and frameworks., Tattoos - you will also be requested to provide photos and describe of any visible tattoos you have /*generated inline style */

You may require the following documents to complete this application form:

A Passport style photograph A copy of your photo card driving licence A downloaded DVLA summary showing full driving record A copy of your paper driving licence counterpart (Northern Ireland only) A copy of your British Passport or birth certificate (if a candidate does not have a passport, then they may use their birth certificate, but will need to provide a copy of a British passport once they have obtained one.) Copies of your qualifications relating to English and Maths (only). If applying for the Degree Holder Police Constable Apprenticeship, you will need a copy of your Degree Certificate. Clear, colour photos of any non-intimate tattoos Formal translation from a reputable source for any foreign language or symbol tattoos Any paperwork relating to discharged debts, CCJ, bankruptcy etc Deed poll certificate for any name changes /*generated inline style *

Experience leading Service Desk, IT Service Management or Digital Support functions within a complex technology environment. A strong commitment to user-centred service delivery, service excellence and continual improvement. Experience using service data, performance insights and operational metrics to drive decision-making and improve outcomes. An understanding of modern service delivery approaches, including automation, self-service, knowledge management and AI-enabled support capabilities. Proven ability to lead, develop and inspire high-performing teams, creating a culture of accountability, collaboration and continuous learning. Strong stakeholder engagement and communication skills, with the ability to build trusted relationships across technical and non-technical communities. A proactive mindset focused on innovation, efficiency, resilience and improving the experience of users.

Essential Qualifications and Professional Certifications

ITIL 4 Foundation ITIL 4 Practitioner: Service Desk ITIL 4 Practitioner: Incident Management

Pulled from the full job description

• Annual leave
• Gym membership
• Company pension
• On-site gym, Excellent career development opportunities Professional development and training 25 days annual leave plus bank holidays, rising to 30 days Hybrid working (3 days in the office) Flexi hours scheme Free On-Site Gym membership Physical and mental well-being support Generous Pension scheme

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance.

Depending on the number of applications received, we reserve the right to close this role early.

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.

If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whether you’re just starting your career or looking to advance, Wiltshire Police offers a range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe.

About our DDaT Services team

At Wiltshire Police, we’re transforming policing through Digital, Data and Technology. We recognise that DDaT is no longer simply an enabler of policing; it is a strategic capability at the heart of how we protect communities, empower our workforce and deliver better public services. As we evolve from a traditional ICT function into a modern, user-centred DDaT organisation, we’re embracing cloud technologies, automation, AI, data and digital innovation to create smarter, more connected and resilient services. Join us at the start of an ambitious transformation, where you’ll have the opportunity to shape the future of digital policing, work with emerging technologies, influence meaningful change and build a rewarding career that makes a real difference to our organisation and the communities we serve.