Job Title:

ICT Service Desk Manager

Job Grade:

PO3

Reports to (Job title):

ICT Service Delivery Manager

Manages (Job titles):

Service Desk Technicians

Department / Unit:

ICT Department

Key Working Relationships:

• ICT colleagues - working with teams to provide support but also provide new services

• ICT management – to escalate issues when necessary

• 3rd party suppliers – to liaise on support and software releases

• Customers/End users – to ensure customer satisfaction and to build rapport

Job Purpose:

The role of the Service Desk Manager:

• Lead and manage the Service Desk team, providing guidance, support, mentorship, development and training to ensure the delivery of high-quality service and customer satisfaction.

• Oversee the day-to-day operations of the Service Desk, ensuring that incidents and requests are managed on a timely manner, actively managing Priority 1 tickets.

• Monitor and review Service Desk and Service Delivery performance, report on a weekly, monthly and quarterly basis or as required by the Service Delivery Manager and/or Senior Management.

• Define and refine Service Level Metrics, measuring the quality of service being delivered.

• Developing and maintaining Service Desk documentation, processes and procedures.

• Ensure that all Service Desk processes and procedures are followed.

• Work with ICT Management to manage financial costs.

• Monitor Feedback and suggest Service Improvement plans.

• Have a good technical understanding in order to support the team and liaise with both in-house and 3rd party support technicians.

• Work with Project and internal IT teams to enable Service Transition and upskilling of Service Desk resources.

• Manage Out of Hours Triage On-Call team, providing 24/7 support.

Main Duties and Responsibilities:

The main responsibilities of the post are:

Autonomy
Works under broad direction. Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the assignment of tasks and/or responsibilities.

Influence
Influences organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned work, i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Leads on user/customer collaboration throughout all stages of work. Ensures users' needs are met consistently through each work stage.

Complexity
Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements.

Business Skills
Demonstrates leadership. Communicates effectively, both formally and informally. Facilitates collaboration between stakeholders who have diverse objectives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Analyses requirements and advises on scope and options for continuous operational improvement. Takes all requirements into account when making proposals. Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Maintains an awareness of developments in the industry. Takes initiative to keep skills up to date. Mentors colleagues. Assesses and evaluates risk. Proactively ensures security is appropriately addressed within their area by self and others. Engages or works with security specialists as necessary. Contributes to the security culture of the organisation.

Skills Overview

• The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

• The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.

• The management and operation of one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. The delivery of customer service through multiple channels including human, digital, self-service and automated.

• The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support.

Tasks Overview

• Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement. Analyses metrics and reports on performance of incident management process.

• Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.

• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.

• Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports.

The main tasks are:

• Participates in 24 hour on-call and out of hours rotas.
• Provides advice and guidance to less experienced colleagues where required.
• For all requests that cannot be directly resolved, provides an effective interface between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Ensures that incidents are handled according to agreed procedures.
• For all incidents that cannot be directly resolved, provides an effective interface between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Investigates escalated incidents to responsible service owners and seeks resolution.
• Facilitates recovery, following resolution of incidents.
• Ensures that resolved incidents are properly documented and closed.
• Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement. (This may be done as part of problem management).
• Manages and maintains the service compliance of all IT and service assets in line with business and regulatory requirements involving knowledge of financial and technical processes, tools and techniques.
• Monitors progress of requests for support and ensures users and other interested parties are kept informed. Takes corrective action to avoid or minimise delays.
• Within a broad area of competence related to applications, investigates incidents and problems and other requests for support and determines appropriate actions to take.
• In accordance with agreed procedures, monitors application systems for which responsible by regular scrutiny of reports from the applications software, systems software or service delivery staff. Notes problems and identifies performance trends. Takes corrective action to improve performance and to avoid problems arising.
• Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.
• Manages capacity modelling and forecasting activities.
• Organises the analysis and reporting of capacity and performance to agreed timescales and quality standards, incorporating informed comment on configurations and components. Optimises use of monitoring and analysis facilities to achieve accurate and cost effective reporting.
• Provides on the job training and guidance to subordinate staff.
• Provides and manages the Single Point of Contact (SPOC) for customer service requests and incidents covering multiple services.
• Specifies, agrees and applies standards. Drafts and maintains policy, standards and procedures for the customer service or service desk functions.
• Ensures that the catalogue of requestable and supported services is complete and current.
• Responsible for day-to-day management, resource planning and work allocation of the customer service function, to meet agreed service levels.
• Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant policies and procedures are adhered to.
• Develops, negotiates and agrees schedules and priorities for Services, with respective users, in line with Service Level Agreements. Ensures agreements are implemented and controlled.
• Ensures that operational procedures and working practices are fit for purpose and current.
• Schedules and supervises IT maintenance and installation work, including major configuration changes and upgrades in consultation with others where appropriate, including user representatives, facilities managers and contractors. Ensures tasks are carried out in line with service level agreements.
• Determines and initiates preventative measures, such as identifying and investigating suspect software and other components. Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. Supports service level management in monitoring the impact of problems on agreed service levels, and co-ordinates and manages any appropriate improvement actions, in accordance with business needs and priorities and cost-justification.
• Analyses incidents and problems (including major incidents and problems) to show trends, correlation and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and resolution. Creates and monitors plans and strategies to investigate and resolve incidents and problems, including proactive problem management activities. Assesses the probable causes of incidents and consequences of existing problems and known defects, in order to create and improve established problem management policy.
• Co-ordinates and manages rapid response and permanent resolution to problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services. Maintains up to date information on major problem resolution and ensures the communication of such information to all interested parties. Ensures that problems are fully and appropriately documented within the defect/ problem reporting system (known error database) - and configuration management system. Proactively matches unresolved incidents against existing problems, known errors and other incidents.
• Co-ordinates investigations and proposals for problem resolutions and workarounds. Initiates and monitors the implementation of agreed remedies, in close liaison with the service desk, incident management, change management, other support teams, configuration management and asset management functions.
• Keeps relevant stakeholders (including users, suppliers and specialists) informed of the status of systems and services, by analysing data and producing reports and information on problems, incidents and known errors, including major problems. Ensures that agreed actions relating to problem investigation and resolution are taken within the required timescales.
• Makes recommendations and takes decisions based on cost-justification and business need and provides information and advice relating to problem management, including any relevant continual service improvement information. Supports service level management on the reporting and achievement of problem targets, in line with service level agreements.
• Develops and maintains problem management processes and advises on any improvements that could be implemented, using any tools that may be available.
• Manages individual and groups in line with organisational strategy. Supports and guides the work of groups of staff.
• Integrates staff into teams to perform packages of work, taking account of individual and team capabilities. Consider the importance of skill mix within teams. Is sensitive towards team dynamics.
• Optimises the performance of people, measuring and reporting on performance against agreed quality and performance criteria. Collects data on the performance of groups of staff. Gives regular feedback to teams and senior staff as to team performance on work packages.
• Applies and maintains specific procedures and security controls as required by organisational policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and infrastructure components.
• Ensures that operational incidents and problems are identified, recorded, monitored and resolved. Provides appropriate status and other reports to specialists, users and managers.
• Contributes to creation or review of the measurement and metric capability, preparing background documents, cataloguing existing IT measures and metrics and describing the effectiveness of existing policies, strategies, processes and measurements.
• Conducts investigations on system performance, security, risks, and system usage, and makes proposals for improvement.
• Regularly monitors the incidence, status and speed of resolution of incidents. Analyses metrics and reports on the performance of the incident management process.

Specific Features:

• The post holder will be expected to maintain a high standard of information security and be vetted to Local Force Management Vetting (MV) combined with Nation vetting to 'Security Check' level.
• The post holder will be required to represent the Constabulary at various events.
• The post holder will comply with all health and safety legislation.
• Knowledge and experience of IT Service Management (ITSM)
• Proven experience of managing an ICT service desk
• Knowledge and experience of ITIL processes
• Knowledge and experience of service desk software
• Excellent communication and interpersonal skills
• Strong organisational and problem-solving skills
• Experience of Policing would be beneficial, but not essential

Organisation Chart: (Showing post above, peers and Direct Reports)

Information Security, Confidentiality and Data Protection

During the course of employment the Postholder may have access to, see or hear information that could be classed as either sensitive or protectively marked and will be required not to disclose such information. All person identification information must be held in the strictest confidence and should be disclosed only to authorise people in accordance with the Data Protection Act 1998, unless explicit written consent has been given by the person identified.