Service Desk Team Leader - Police Staff - Counter Terrorism Policing HQ | Counter Terrorism Policing

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Service Desk Team Leader – Police Staff – Counter Terrorism Policing HQ

Contract Type – Full Time

Band – Band I

Information about the role

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).


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

How to apply

Apply to the role by clicking the button below. Further information about the role is also available via this link.