IT Service Desk Supervisor

Job Description

Job title: IT Service Desk Supervisor

Company: Portsmouth City Council

Job description: IT Service Desk Supervisor

Salary: band 9, £36,647 – £40,220 p.a (£21,790 – £23,914 for 22 hours)

22 hours per week – Monday, Tuesday and Friday – days set but hours can be discussed at interview.

Portsmouth City Council

At Portsmouth City Council we’re all about developing our staff, because we want to build a bigger and better city but we need the best employees to do so.

With a little over 207,000 residents and 7,000 businesses throughout this city, this unitary authority’s main goal is to ensure the best care and development of all those within the city. From customer service to multi-million pound projects, our residents are at the heart of everything we do.

Your New Role

As Supervisor you will take responsibility for the operational management of the IT service desk support analyst function, based within the city helpdesk, that provides 1^st and 2^nd line IT support for council staff. You will be responsible for ensuring the effective management of IT incidents, problems and requests, with a clear focus on resolution at the first point of contact, managing and developing a team of IT support analysts, and effectively deploying staff resources to meet customer demand. You will need a good awareness and understanding of the IT strategy and, working with the city helpdesk manager, will need to proactively ensure the service desk function is aligned to the strategy.

In addition you will be responsible for the effective day to day operational management of the 1^st line and 2^nd line IT analyst support, ensuring the team operates efficiently, and resources are appropriately allocated to meet peaks and troughs in demand, and that incidents, problems and requests are effectively recorded and either resolved, or escalated appropriately and tracked through to resolution.

The IT service desk supervisor will be responsible for ensuring efficient and effective policies and processes are established and maintained to support staff to record and resolve incidents, problems, and requests, with a focus on maximising resolution at the first point of contact. The post holder will also be responsible for ensuring processes and procedures are in place to allocate work to other teams within IT, and for either making sure work is completed, or escalating appropriately.

In line with all members of the wider city helpdesk management team, the IT service desk supervisor will be required to take on responsibilities across the management wider city helpdesk from time to time to ensure peaks in demand are managed, managing the flow of incoming enquiries to minimise wait times.

From time to time, the IT service desk supervisor will be required to take on operational duties to manage peaks in demand, for example staffing IT service desk customer service channels, and any other tasks as allocated by the city helpdesk manager.

Please read the full job profile for further information on the role.

What you’ll need to succeed

With exceptional customer service, specifically in an IT context and a relevant Microsoft certification or equivalent experience, you will have excellent written and verbal communications skills within the customer support context. You will have experience of managing staff within IT service management/delivery context including the provision of service orientated KPIs, reporting & management information. With experience of stakeholder engagement and management you will have good reporting, analysis and report writing skills as well as the ability to identify and solve complex problems.

Please read the job profile for the full details of what you need to succeed.

What you’ll get in return

We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:

• Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave.
• A fantastic pension which allows you the opportunity to pay in more for that greater return.
• Flexible working hours.
• Access to a wide range of training and development opportunities including apprenticeships.
• Extensive wellbeing support through the Employee Assistance Programme
• Discount on travel, travel loans and the bike loan scheme
• Discounts on a wide range of goods and services – access a range of discounts and offers from thousands of restaurants, shops and more.

Staff rewards: https://careers.portsmouth.gov.uk/working-for-the-council/

For the full job profile please click here

Application process:

How to apply: When completing the application form, please thoroughly tailor your application to the ‘Who is the Person’ points in the profile with the use of examples from your experience and attach this as a cover letter in the Supporting Documents section. This is important, or you are likely not to be shortlisted. Please read alongside the ‘How to apply’ information. PLEASE DO NOT JUST SUBMIT A CV.

We are a disability confident employer – committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.

You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.

Closing date: 23 January 2024 @ 23:59 pm

We will email applicants from time to time; please ensure you check e-mail folders as sometimes our e-mails may go into spam/junk folders.

Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk

Expected salary:

Location: Portsmouth

Job date: Fri, 12 Jan 2024 01:28:51 GMT

Apply for the job now!