ICT Service Desk Manager – Essex County Fire and Rescue Service

Job Title: ICT Service Desk Manager
Contract: Permanent
Working Hours: 37 hours per week*
Salary: £48,710 – £51,802
Location: Services Headquarters, Kelvedon Park*
Closing Date: 28th February 2025
*We are open to discuss working arrangements including flexibility about hours

The Role
The Information Communications and Technology (ICT) team at Essex County Fire and Rescue deliver services that support operational staff saving and improving lives 24 hours a day.

Our next ICT Service Desk Manager will lead our team of Service Desk Analysts and Field Service Engineers responding to incidents and service requests.

What You Will Be Working On

As an experienced leader of ICT service desk teams, you will enable and develop our analysts to respond to incidents and service requests, maintaining the high-quality helpful customer service we deliver to everyone in our workforce. The team provides first and second line support across all desktop and infrastructure services, computer aided dispatch and integrated communication control systems in our Fire Control room, mobilising equipment on stations and in fire appliances, along with corporate and back office systems.

You will own ITIL practices such as service request fulfilment and incident management, as well as being a key participant in many other vital practices including major incident management, change and problem management.

Additionally, you will work with finance and procurement teams to ensure consumable commodity stocks are maintained and suppliers of communications and network services are delivering to required SLAs.

Leading on ITSM solution configuration and development, you will naturally take a user experience focussed approach, building strong working relationships across our Fire Service and with our key suppliers.

Your experience, alongside your capability to absorb knowledge quickly, will enable you to be an effective member of our management escalation schedule for both business and out-of-hours technical support.

What Are We Looking For?
We are looking for a forward-thinking technical leader who will prioritise and oversee the activities of the service desk team. Your proven leadership capability means you know the importance of developing your people and managing the culture.
As the leader of first and second line ICT support, you will use your skillset, and the skills of your team, to efficiently respond to and resolve ICT incidents.
The ideal applicant will be flexible and able to act quickly to an ever-changing landscape in technology, thriving on innovation, with a desire to drive change whilst embracing creative ideas.
You should also be a strong communicator who can collaborate effectively with a wide range of audiences, including Fire Control, Operational Crews, corporate teams and third-party suppliers.

This role will be subject to a Disclosure and Barring Service (DBS) check.