Senior Service Desk Team Leader

You will oversee the day-to-day delivery of first-line and selected second-line ICT support services, providing professional leadership to the Service Desk team and maintaining consistent standards across service delivery.

• Managing the daily operation, workload and performance of the Service Desk.
• Supporting effective rota design, workforce planning and resource allocation for a 24/7/365 support environment.
• Monitoring performance against service-level agreements, operational-level agreements and key performance indicators.
• Leading improvements in first-contact resolution, customer satisfaction, service efficiency and data quality.
• Overseeing ticket quality, call monitoring and knowledge-base governance.
• Acting as an escalation point for complex or high-priority incidents.
• Coordinating effectively across first, second and third-line support teams.
• Maintaining oversight of ICT assets, hardware and software inventories.
• Supporting ITIL-aligned Incident, Request, Problem, Knowledge and Asset Management processes.
• Providing senior managers with clear reporting on performance, operational risks and improvement opportunities.
• Contributing to digital transformation, operational resilience and wider ICT improvement initiatives.

You will be an effective and supportive leader with the confidence to manage a busy operational service while developing colleagues and maintaining a strong focus on the customer.

To succeed in the role, you will need:

• Proven experience of leading or supervising ICT support teams in a complex, multi-site environment.
• ITIL Foundation certification or a higher-level ITIL qualification.
• Strong practical knowledge of ITIL service management principles.
• Experience of delivering against SLAs and KPIs and improving service performance.
• Excellent communication, customer service and problem-solving skills.
• The ability to manage competing priorities in a high-pressure environment.
• Experience of coaching, supervising and developing colleagues.
• Strong organisational and workforce-planning skills.

Experience within emergency services, local government or a similarly demanding operational environment would be advantageous. Knowledge of ServiceNow or another enterprise IT service management platform, together with experience of digital transformation or large-scale ICT improvement programmes, would also be beneficial.

What you will bring

You will bring visible and supportive leadership, sound operational judgement and a commitment to continuous improvement. You will be comfortable working with colleagues across Digital Services, GMCA and GMFRS, as well as external suppliers, partners and managed service providers.

Above all, you will understand how a well-led Service Desk supports organisational performance, operational resilience and a positive experience for every customer.

The role may require flexible working, including occasional out-of-hours support to meet organisational needs. The successful candidate will be expected to maintain high standards of confidentiality, information security, data protection, health and safety, equality and records management.

The role profile states that the position is subject to an Enhanced Disclosure and Barring Service check and is exempt from the Rehabilitation of Offenders Act 1974.

Supporting Documents

↗ Senior Service Desk Team