Service Desk Manager – Technology CSC – Counter Terrorism Policing HQ

Job Description

About the Role

Counter Terrorism Policing (CTP) plays a vital role in national security. In this pivotal role, you will lead the national Service Desk function, the first point of contact for over 12,000 users, including Counter Terrorism Police Officers, staff, UK Intelligence Community (UKIC) partners, and other national agencies.

As Service Desk Manager, you’ll ensure that the CSC Service Desk operates efficiently, delivers high-quality support, and meets strict service level agreements (SLAs). You will also oversee supplier relationships, manage performance metrics, and drive continuous service improvement in a high-pressure, mission-critical environment.

Key Responsibilities

Leadership & Team Management: Recruit, lead, and motivate a large team handling ~7,000 service contacts per month. Ensure effective staff scheduling, training, and resource management across shifts to maintain SLA compliance.

Third-Party Relationship Management: Set up and manage partnerships with internal and external service desks. Draft and maintain service-level agreements (SLAs), operational-level agreements (OLAs), and contracts, ensuring alignment with performance metrics.

Service Reporting: Manage all service reporting at a departmental level. Collate and present service performance data to stakeholders, highlighting trends, risks, and areas for improvement.

Business Continuity & Disaster Recovery: Lead recovery strategies and continuity planning. Monitor systems for potential outages, and coordinate response and communication during incidents to maintain service delivery.

Resource Planning: Balance BAU (Business-As-Usual) and project demands. Ensure effective use of personnel and technology to meet project and operational goals.

Cross-Department Collaboration: Coordinate service delivery across multiple teams (internal, external, contract, supplier) to ensure unified output. Provide strategic direction and conflict resolution.

Process & Performance Improvement: Design and implement low-level processes, manage escalations, and monitor service KPIs to drive continual improvement.

Essential Requirements

ITIL Foundation Certification in IT Service Management

Significant experience managing critical IT services in large organisations

Proven ability to manage the entire ITIL service lifecycle, including SLA/OLA management

Strong background in service desk operations, including multi-team and shift environments

Skilled in supplier and contract management for service desk functions

Experience designing and implementing service desk procedures and performance reports

Demonstrated leadership experience, including staff management, scheduling, and motivation

Ability to lead escalations and disaster recovery initiatives

Strong communication skills and stakeholder engagement across all levels

Experience in data mining, KPI reporting, and using analytics to inform improvements

Desirable

Experience working in secure or classified environments

Security & Vetting Requirements

British nationality is required (some dual nationals may be ineligible)

Must hold or be willing to undergo Security Check (Enhanced) and Developed Vetting (DV)

Travel restrictions to certain countries apply due to security considerations

A confidentiality agreement will be required upon appointment

Working at Counter Terrorism Policing

We are committed to creating an inclusive workplace where everyone feels valued, respected, and supported. We actively encourage applications from underrepresented communities and offer flexible and agile working arrangements, including job share options.

We are a Disability Confident Leader, providing adjustments where needed and encouraging applications from candidates with disabilities and long-term health conditions.

Benefits

Competitive salary with incremental increases

Generous public sector pension scheme

Flexible working options

Structured career development and training

Meaningful, high-impact work contributing to national security

How to Apply

To apply:

Submit a CV, Personal Statement, and complete the online application form

In your Personal Statement, explain your suitability for the role based on the responsibilities and essential criteria