Service Desk Manager - Technology CSC - Counter Terrorism Policing HQ
Vacancy Reference Number
19713
Number of Vacancies
1
(B) OCU
CTPHQ Counter Terrorism Policing Headquarters
Location
Birmingham
Band
Band C
Part/Full Time
Full Time
Hours per Week
36 hours per week
Type of Contract
Permanent
Job Advert
Job Title: Service Desk Manager - Technology CSC - Counter Terrorism Policing HQ
Salary: The starting salary is £47,060, which includes allowances totalling £2,928.
The salary is broken down as £44,132 basic salary, which will increase annually until you reach the top of the scale £52,652. Plus, a location allowance of £1,928 and a non-pensionable allowance of £1,000.
Location: Birmingham
Job Summary
Counter Terrorism Policing (CTP) is crucial to our national security. In this new role, you'll be no less important. Overseeing the critical CSC Service Desk function, you'll manage and configure all national Service Desk and service management functions. It's a 24/7 department and first point of contact for 12,000 users, ranging from Counter Terrorism Policing Officers and Staff to UKIC partners and other agencies. Your efforts will make sure the Service Desk runs as efficiently and effectively as possible.
This role is aligned to the Service Desk Manager role set out within the Digital and Data Profession Capability Framework (DDAT).
Leading and managing this vital area, you'll ensure its health, integrity and availability. By providing your vision in recruiting and managing the team, you'll ensure that resourcing can fulfil around 7,000 service contacts per month.
You'll also handle third party relationships between supplier or partner Service Desks, both internal and external. You will draft and agree the agreements that underpin Service Desk contract, and measure engagement around pre-defined metrics so that the department continues to improve.
Not least, you'll take responsibility for the overall management of service reporting - mining, refining and presenting data as required - so that performance and value for money are demonstrated.
Together with an ITIL certification in IT Service Management, you'll bring us significant professional service management experience covering business critical services. Additionally, you'll be adept at engagement across the ITIL lifecycle, and in providing leadership around service matters at managerial level. Of course, you will have a background in operating with Service Desk teams on different routes and SLAs, and a record of managing both Service Desk SLAs and delivery.
Key Tasks
As a Service Desk Manager, you will:
* Responsible for the maintenance, availability and overall health and integrity of all national Service Desks within the CTP portfolio. This includes recruitment, retention and management of staff, provision of vision, motivation and leadership in line with strategic aims and resourcing and rota management sufficient to fulfil around 7,000 service contacts per month within SLA. This is to ensure that the Service Desk teams are operating effectively, without which customers would not be able to receive a service.
* Responsible for third party relationships which pertain to service desks. This includes setting up and operating of all new and existing service relationships between desks, internal and external. Drafting and agreeing SLAs, OLAs, MoUs and underpinning contracts which contain service desk processes. Measuring and pro-active engagement around pre-defined metrics will ensure value for money and continual improvement in service.
* Responsible for management of all departmental service reporting. This includes agreeing agendas, contents, audiences, frequencies and contents for any national reports, mining, refining and presenting data as required and scheduling and annotating reports on regular basis to stakeholders. This will ensure transparency and evidence performance levels.
* Responsible for recoverability and business continuity measures for a national support function. This involves regular testing of disaster recovery mechanisms, setting up appropriate technologies, pro-actively monitoring any potential causes of service outage, acting as leadership and providing multi-agency triage in the event of any outages or disasters, business continuity measures within own team and ability to communicate at all levels during a disaster whilst organising remedial efforts as prioritised by operational demand and the national SLA. This will ensure that the teams can prevail and provide their key service in a time of crisis.
* Resource management and reconciliation between national BAU and Pipeline services. This involves making best use of human and technical resources to maintain the national BAU SLA whilst providing cost effective resources to meet project milestones transitioning new services into support. This is essential to minimise conflicts, confusion and de-duplication of effort. Thus ensuring a harmonised and effective output from the team and partners.
* Departmental leadership, direction and conflict resolution. With multiple teams, some at CSC, some at CTOC, some contract, some permanent, some supplier, some partner based etc, this role requires the ability to unify all contributing teams and resources behind a single vision, motivate disparate functions to collaborate together (often with no formal underpinning OLA/MOU or SLA in place) and to manage behaviours and relationships at all levels to avoid conflicts or issues occurring between national functions and teams working under often extreme operational pressure. This is essential to minimise conflicts, confusion and de-duplication of effort. Thus ensuring a harmonised and effective output from the team and partners.
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.
This post requires British nationality (some dual nationals may be ineligible) and an Enhanced Security Check (eSC)/Developed Vetting (DV) 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.
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).
How to apply
To begin your career at the Met, please click the "apply now" button below. 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/or Personal Statement.
Completed applications must be submitted by 23:55 on 4th September 2025.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence within 2 weeks of the closing date.
Following application review, successful candidates will be invited to interview.
Essential For The Role
Essential For The Role, e.g. qualifications, licenses, languages, training
Experience
* ITIL Foundation Certification in IT Service Management
* Significant Professional Service management experience in an organisational setting
* Substantial experience of managing business critical services and service portfolio
* Proven experience of engagement across entire ITIL lifecycle and service portfolio
* Evidential career history of an ability to function at managerial level and provide leadership around service matters at this level
* Demonstrable experience of managing SLA's pertaining to service desk functions
* Track record of supplier and delivery contract and relationship management pertaining to service desk functions
* Extensive experience in operating with multiple service desk teams on different rotas and SLAs
* Considerable professional and academic experience in ITIL methodologies and their practical adaptation in live service settings
* Proven experience of leadership with stakeholders, service owners and super users
* Ample experience of departmental level leadership, direct line management, rota and demand organisation and fulfilment of business needs as described by a SLA
* Significant experience of delegation and structured tasking of a team of permanent and contract staff within a wider organisational setting
* Experience in low-level process and procedure design with proven ability to translate design into practice
* Experience in service measurement, KPI, SLA reporting and an ability to mine and compile own reports then act upon findings
* Experience in provisioning and managing escalations for substantial user contacts per month, within SLA
Desirables
* Experience in working in a secure environment
Required Languages
English
Reports To
Head of Service Operations
Additional Information
CVF Staff Final v2 NEW PLEASE – 807KB Opens in a new window
Disability Confident Statement
The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.
As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.
The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.
Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles. Find out more about police fitness standards.
Read our full disability confidence statement.