Tier 1 Support Desk Supervisor

Job Description

Under the supervision of the IT&D Incident & Service Desk Manager, to supervise a team of analysts to support service in relation to call/chat/ticket logging, fault diagnosis/resolution, requests resolution, escalation, system maintenance, and an enquiry service to all IT service users across West Midlands Police.

Specific Duties

• To supervise across a range of disciplines and levels – including recruitment, development, appraisals & disciplinary, and PDRs
• Incident Management – Manage a team of Tier 1 Service Desk Analysts to return service to users as quickly as possible, and be able to identify incidents requiring escalation to the Incident & Service Desk Manager
• To oversee the recording of incoming incidents and requests from users on the Service Desk platform
• Request Fulfilment - Manage a team of Tier 1 Service desk Analysts to fulfil minor (standard) changes (e.g. requests to change a passwords, access systems, create accounts, obtain hardware & software
• Escalate reports of priority/major incidents to the IT&D Incident & Service Desk Manager whilst updating users on resolution progress
• Provide weekly/monthly reports to IT&D Incident & Service Desk Manager on performance of Tier 1 Service Desk
• Promote and maximise self-service opportunities for users to stop demand into Tier 1 Service Desk
• 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
• Directly communicate with customers at a variety of levels using written and oral methods
• Ability to support a Microsoft environment including office365
• Balancing competing demands and priorities providing appropriate responses
• Relay technical information to IT&D managers, as well as to customers with varying IT knowledge
• Continually drive improvement and innovation within the Tier 1 Service Desk
• Any other duties commensurate with the role

Specific Knowledge, Skills, and Delivery

• The postholder should have prior experience and knowledge of supervising /working within an IT Service Desk within a large organisation
• The postholder will be familiar with ITIL 4 Practices and Guiding Principles
• The postholder will have prior demonstrable experience of excellent customer service skills
• Knowledge of disciplinary processes, PDRs, recruitment, welfare

Additional Information

• Hours: This is a full time post working Mon to Fri 8am x 4pm, location is mixture of agile / office (TBC). At times the Tier 1 Support Desk Supervisor will be required to work Mon to Fri 10am x 6pm to supervise Tier 1 staff, or to work these hours themselves (on the Tier 1 Service Desk) in absence of staff
• The successful applicant will initially need to work fully within the office for training / probation

 

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

• Fair remuneration with progression opportunities and access to a very competitive pension scheme.
• Enhanced annual leave in addition to public holiday entitlements.
• Discounts across travel, parking, daily costs of living and leisure activities.
• A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.

Probationary Policy:

Under the Probation Policy, if you are currently in your probation period, “during your probationary period you will not be permitted to apply for alternative police staff roles within the Force unless there are exceptional circumstances. In such cases, you would require the support of your line manager prior to applying for alternative roles, and if successful, your probationary period will start over.”- Policies - Probation Period (Police Staff) (wmpad.local)

Vetting: Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance 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.

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold. 

 

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions.  As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.  

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision:  Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"

 

 

 

 

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