ICT Team Manager (Service Desk) – SFRS02395

Job title:

ICT Team Manager (Service Desk) – SFRS02395

Company

Scottish Fire and Rescue Service

Job description

The Scottish Fire and Rescue Service would like to invite applications for the post of ICT Team Manager (Service Desk) based in Cambuslang at our West Asset Resource Centre on a permanent basis.

This is a full time post however applications from individuals seeking to work on a part time, job share or flexible working basis would be considered.

The role of the ICT Team Manager (Service Desk)’s role is to direct and manage the ICT Service Desk and ICT Training functions within the ICT Operations team, to ensure a co-ordinated, consistent and managed approach to problem resolution, adopting ITIL standards as best practice.

Responsibilities include the management and development of the ICT Service Desk function to deliver an excellent first line response to users for all aspects of ICT services, by promoting outstanding customer service.

In addition, the postholder will be responsible for provision of responsive and focused ICT training to end users. The postholder will also oversee the strategic management of the Fire Service’s ICT Assets including hardware and software management to ensure compliance with contracts.

The postholder will be responsible for the development and management of the IT Service Management (ITSM) system, responding to changing business requirements within ICT as necessary and advising ICT senior management on its use and functionality.

The ICT Team Manager (Service Desk) will have responsibility for the following ITIL processes: Event Management; Incident Management; Request Fulfilment; Problem Management; and Access Management and will make significant contribution to the Asset and Configuration Management process.

The ICT Team Manager (Service Desk) will play a key role in the production of performance management data from the ITSM system and contribute significantly to the development and implementation of policies and processes associated to the ICT Operations and Technical Strategies. The ICT Team Manager (Service Desk) will deputise for the ICT Operations Manager as required.The successful candidate should also have the ability to undertake travel to other locations as required by Scottish Fire & Rescue Service to undertake the duties of this role.

Full details of the role and our recruitment process can be found in the attached information pack.

Salary on appointment will normally be at the lower salary point, with progression subject to regular review – in line with the SFRS performance appraisal arrangements. A higher salary placing will be considered in exceptional circumstances subject to experience demonstrated.

The Scottish Fire and Rescue Service is an Equal Opportunities employer and encourage applications from all sectors of the community. In addition, we are committed to being a “Disability Confident Employer” and will ensure that all applicants who meet the essential criteria for the role are invited for interview.

If you would like to apply in a different format, please email People Services at .

Please note, a fully completed application form must be submitted as SFRS do not accept CVs in support of applications for employment.

Expected salary

£51802 – 54423 per year

Location

Cambuslang, South Lanarkshire

Job date

Tue, 16 Jan 2024 00:22:02 GMT

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