> Markdown version of [/jobs/ext/2447477-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/2447477-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Wiltshire Police - **Location:** Devizes, UK - **Salary:** £49,118.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Knowledge Management, User-Centered Design, Data Analytics - **Published:** August 24, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=dc2e3ae127e5d091 ## About the Role 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 ## Description 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 * ## Related Videos - [Design as an algorithm, not as a feature](https://www.wearedevelopers.com/videos/471-design-as-an-algorithm-not-as-a-feature) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Insight into AI-Driven Design](https://www.wearedevelopers.com/videos/1016-insight-into-ai-driven-design) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Trustworthy AI Starts at Deployment: 5 Checks Before You Ship](https://www.wearedevelopers.com/magazine/753-trustworthy-ai-starts-at-deployment-5-checks-before-you-ship) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)