JOB DESCRIPTION JOB TITLE: SERVICE DESK MANAGER DOCUMENT CONTROL VERSION DATE OF ISSUE AUTHOR REASON FOR REVISION DRAFT V0.1 1 ST NOVEMBER 2013 GBS 1 ST DRAFT DRAFT V02 DRAFT V03 31ST MARCH 2014 3 JULY 2015 GBS GBS 2 ND DRAFT FOLLOWING FEEDBACK ON STRUCTURE FUNCTIONAL CHANGE POST NO: GRADE: JE8 / SUBJECT TO JOB EVALUATION LOCATION: SPALDING OR MANBY REPORTS TO: IT MANAGER RESPONSIBLE FOR: 3 FTES 5 APPRENTICES JOB PURPOSE: The Technical Lead Service Desk is operationally accountable for the Company s (Compass Point Business Services East Coast) Information, Communication and Technology (ICT), critically the delivery of the Company s ICT service desk, service levels, performance targets and key performance indicators (KPIs) as determined through the Company s business plan, ICT service catalogue and service level agreements. This will be done through: The effective management of the Company s ICT Service Desk team, systems and suppliers using ITIL standards to meet the needs of the Company s customers and stakeholders; The delivery, continuity, security and effective support of the ICT Service Desk; The Provision of excellent services and value for money through best overall utility of ICT Service Desk; Assisting the Company s Senior ICT Management in the development of effective business proposals and solutions that are aligned with the Company s strategic and business plan outcomes; Taking ownership and responsibility for the development of the chosen management solution for recording and control of calls coming into the department and promoting the use of channel shift opportunities where possible.
ORGANISATIONAL CONTEXT: The Company, which is owned by East Lindsey and South Holland District Councils, provides core services to the councils. The Company is run on a commercial basis and has an integrated ( one-team ) ethos with an emphasis on delivering high quality, business focussed, value-for-money public services. In the future the Company aims to deliver services to other local authorities and public bodies on a commercial basis. This role operationally is responsible for ICT Service Desk performance, access, availability, quality of service and agreed service levels. SUMMARY OF KEY ACCOUNTABILITIES/RESPONSIBILITIES: Lead the development and delivery of the Company s ICT Service Desk through :- The proactive leadership and management of the Service Desk team The management and development of the Service Desk business application The management and development of the customer interface Provide a Technical air gap between the requests and technical resources to support swift fault resolution and staff development in the delivery of 1 st line ICT support to customers The delivery of continual service improvement through trend analysis, revised working practises and the reduction of failure demand. Responsibility for the performance to key indicators and service levels, delivery, continuity, and effective support of the Company s ICT Service Desk; Be accountable for the ICT Service Desk performance, outcomes, targets and objectives within approved budgets and the Company s portfolio of ICT enabled business projects and programmes; Ensure that all ICT Service Desk services achieve standards appropriate to delivery of the Company s service level agreements; Responsibility for all tasks associated with the Service Desk including but not limited to asset procurement deployment and disposal, maintenance of appropriate stock levels and desk top support contracts. The financial management, control and stewardship of the ICT Service Desk services,
assets and resources ensuring compliance with all governance, legal and regulatory requirements; Keep current with ICT developments and innovation and make recommendations on exploitation as appropriate; Identification of new and alternative approaches to performing business activities through the exploitation of ICT; Undertake effective consultation and engagement activities and communications with staff, service users, councillors, trade unions, partners and other stakeholders in accordance with Company policy. Support open, responsive and accountable management, ensuring compliance with financial and procurement procedures. Further develop and promote the use of the Hornbill system, whist ensuring the data recorded is of sufficient quality for the problem to be addressed without further recourse to the caller Create and foster a professional and astute service desk delivery unit. Recognise and support different service standards as required by our broad customer base Organise and promote training and integration of the apprentice programme as this supports the service desk environment Maintain regular and customer focused reporting sessions to monitor and report Carry out all other roles or task that are consistent with the level of this post or that fall within the scope of the role thereby ensuring that the overall business and operational priorities of the Company are delivered in a timely and effective manner. RESOURCE ACCOUNTABILITY BUDGET: TBA PEOPLE: 6 ESTATES/FACILITIES/HARDWARE: TBA
PLANNING AND ORGANISING: - Service Level monitoring - Project planning DECISION MAKING: -PROBLEM SOLVING -WORK SCHEDULING -CHANGE MANAGEMENT INTERNAL AND EXTERNAL RELATIONSHIPS: -External customers & stakeholders -CPBS colleagues KNOWLEDGE, SKILLS AND EXPERIENCE NEEDED: ESSENTIAL: Leadership and Management o Proven success of managing technical teams in ICT Service Desk services to achieve sustainable business improvements or able to demonstrate similar qualities in alternative roles. o Evidence of development of a culture of high performance which puts customers first and empowers and values colleagues o Ability to work successfully with a wide range of suppliers and stakeholders including contract negotiation and service management Partnership o Demonstrate experience and successful business delivery of ICT Service Desk services for customers, communities and stakeholders against service levels Working In A Political Environment o Understanding, sensitivity and experience of working successfully within a political context and governance framework, Change and Service Improvement o Able to develop practical and creative solutions to company and customer problems o Evidence of success in managing change in ICT Service Desk services to ITIL standards o Evidence of developing, leading and implementing change to secure
successful operational changes that contribute to the Company aims and objectives Resource, Service management o Experience of successful operational resource management, including the evaluation of competing priorities. o Evidence of an ability to manage and improve performance to achieve outcomes and objectives o Record of promoting and delivering positive solutions to achieve diversity, equality of opportunity and prevent discrimination o Understanding and application of risk management and health and safety principles and requirements Governance o Experience of developing and managing governance and best practice ITIL standards in ICT Service Desk services, or able to demonstrate similar core skills. Professional and Technical o Significant competence in the management of and delivery of a SQL based application. o Experience of extracting and presenting information from a SQL based system enabling the information to be presented in a clear and concise format. o Proven technical competencies and the ability to diagnose and delegate calls to the appropriate resource o Extensive experience of managing a complex multi-site ICT support service desk to ITIL standards and rigorous service levels o Extensive experience of maintenance and pro-active monitoring of a Microsoft desktop environment o Experience of producing, implementing, maintaining and taking ownership for all the policies, long term plans and strategies relating to ITIL Service Desk Management o Experience of forward planning to coordinate resources of the ICT department to achieve problem resolution within agreed timescales and service levels o Professional integrity, commitment to maintaining and sharing own knowledge o Evidence of maintaining and applying up-to-date knowledge of current thinking and developments within professional and technical area of expertise Personal Style, Skills and Behaviour o Develops trust with an engaging, collaborative and inclusive way of working o Communicates effectively using straightforward language adapting style as
appropriate to ensure engagement by others o Commitment to the organisation, being an ambassador and representative o Diplomatic, approachable and respectful being open, honest and responsive o Seeking agreement and consensus but prepared to constructively challenge o Taking ownership for informed decisions and delivering outcomes o Resolving problems creatively, pragmatically and flexibly Qualifications and Experience o A minimum of 5 years management experience in ICT Service Desk services is highly desirable, alternatively you will have demonstrated similar leadership skills in other areas. Desirable o Membership of relevant professional bodies is desirable SPECIAL FEATURES: Date of completion: