Service desk team leader - Technology Customer Service Centre - Counter Terrorism Policing HQ

This is an exciting opportunity to work leading a 24 hours a day, seven days a week 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 Customer Service Centre (CSC) function, working across CTP, and with the UK Intelligence Community (UKIC) and wider His Majesty's Government (HMG).            

Key tasks

The post holder will be required 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
• take responsibility for line management, recruitment and training, work that will include one-to-ones, performance development reviews and general people management activities such as the organisation of annual leave, sickness, and performance
• 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
• be responsible for resource planning, workload management and monitoring, customer service standards and associated quality assurance and metrics
• help identify Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) that align to relevant Service Level Agreements (SLAs)
• produce high quality reports, including detailed data and trends, based upon the CSFs and KPIs
• represent CTP technology at key, and often sensitive, meetings and forums
• work weekdays during core business hours. However, due to the 24 hours a day, seven days a week nature of the department, some flexibility may be needed in the event of extenuating business demand or off-site commitments to key stakeholders
• 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; with a willingness to undergo Developed Vetting (DV) once in post, if required.

Additionally, this material is of particular sensitivity to the UK and its distribution must be restricted to UK nationals. In approved circumstances dual nationals (of which one element is British) may also be granted access. However, in the event that potential conflicts of interest cannot be managed the post holder will not be able to see the intelligence material and will not be able to perform their duties. For the purpose of safeguarding national security and in line with Cabinet Office Policy, supported by Section 82(2) to (4) of the Police Reform Act (2002), applicants who do not hold or acquire Security Check (enhanced) (SC(e)) OR Developed Vetting (DV) clearance and meet the nationality requirements cannot be offered the post.

Confidentiality agreement

Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post.

Our employee commitments

Counter Terrorism Policing aims to create an inclusive and welcoming atmosphere and culture and an environment where all our people feel a strong sense of belonging and are able to reach their full potential. Where any group or individual can be and feel respected, supported and valued to fully participate and contribute to our mission of “Working to keep people safe from Terrorism”.

Inclusion, diversity and equality is at the front and centre of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve.  As Counter Terrorism is rooted in Local Policing, to tackle today’s complex policing challenges, applications from across all communities are therefore essential and encouraged. Counter Terrorism Policing as a network is committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.

Counter Terrorism Policing is committed to creating an inclusive working environment. We welcome and encourage applications from candidates who are seeking flexible working arrangements, including part time working or job share. In addition, this role has been reviewed following learning from work during the Covid pandemic and may be done in an agile manner. In the first instance, please contact the vacancy holder to discuss how such arrangements could be accommodated (where applicable).