Service Desk Team Leader
Job Title: Service Desk Team Leader
Salary: The starting salary is £45,131, which includes allowances totalling £2,928.
The salary is broken down as £42,203 basic salary, which will increase annually until you reach the top of the scale £47,668. Plus, a location allowance of £1,928 and a non-pensionable allowance of £1,000.
Location: Birmingham
Job Summary
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.
How to apply
To begin your career at the Met, please click the "apply button “. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement, you should explain your interest in the position and illustrate how your skills and experiences make you a suitable candidate. Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and Personal Statement.
Completed applications must be submitted by 23:55 on 16th January 2025.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager.
Following application review, successful candidates will be invited to interview.