Job Title: ICT Service Desk ManagerÂ
Contract: Permanent Â
Working Hours: 37 hours per week*Â
Salary: £48,710 – £51,802Â
Location: Services Headquarters, Kelvedon Park*Â
Closing Date: 28th February 2025Â
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*We are open to discuss working arrangements including flexibility about hoursÂ
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The RoleÂ
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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.Â
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Our next ICT Service Desk Manager will lead our team of Service Desk Analysts and Field Service Engineers responding to incidents and service requests.  Â
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What You Will Be Working OnÂ
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. Â
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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. Â
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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.Â
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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. Â
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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. Â
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What Are We Looking For?Â
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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. Â
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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. Â
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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. Â
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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.Â
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How to apply Â
You will be required to submit a supporting statement of no more than 750 words that demonstrates how you meet the essential criteria of the Person Specification. You may submit this either as a word document, pdf, or an mp3 (voice note) or mp4 (video), however the word count must not exceed 750 words no matter which format you choose to present your application. Â
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You may attach separate documents (such as qualifications, or a CV) should you wish. Your additional documents will be referred to in shortlisting to confirm eligibility (e.g., your current role and any existing qualifications).Â
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Assessment and selection: Â
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The assessment and selection approach will be:Â Â
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Stage 1Â Â
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Application & shortlisting (assessment of your supporting statement will be made against the essential criteria)  Â
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Stage 2Â Â
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 Role specific panel interview  Â
(add other activities, if required)Â
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Should you wish to have an informal discussion with regards to the role, please contact Stuart Antcliff on stuart.antcliff@essex-fire.gov.uk Â
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Our Culture and BenefitsÂ
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Here at Essex County Fire and Rescue Service we are committed to prioritising and promoting the wellbeing of our employees. Â
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You can find out more about our benefits at https://www.essex-fire.gov.uk/recruitment/benefitsÂ
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Disability ConfidentÂ
We are an equal opportunities, Disability Confident, employer who welcomes applications from everyone and values diversity in our workplace. A commitment to promoting diversity and developing a work environment where all staff are treated with dignity and respect is central to our recruitment process and all applications will be considered solely on merit.Â
As part of our offer to support all our candidates to perform to the best of their abilities during our recruitment and selection processes and we would like to let you know about a couple of support options you can access, should you wish to, including our employee forums, who are keen and willing to support all of our potential colleagues. Â
Our employee forums and partners include:Â Â
Asian Fire Services Association (AFSA), BEING (our LGBTQ+ employee support network), Christian Fellowship, Ethnic Minority Forum, Men’s Forum, and our Women’s Forum. In addition, we also have a female firefighters operational group. Â
Further to the above, the Service has a Digital Accessibility Inclusion Group (DAIG) that supports all colleagues to improve their digital skills and provides additional support and guidance to colleagues with neurodivergent strengths and struggles as a result of dyslexia, ADHD, Autism, dyspraxia etc. We want everyone to thrive at work, and so we encourage and enable people to access digital tools to help them perform at your best. The DAIG is a group of colleagues from across the Service that unite to support others as a result of their lived experience and desire to make a difference. They support people with a range of visible and invisible disabilities to identify and access digital workplace adjustments and solutions and may be able to assist with your application too. Â
Should you wish to discuss support, or access further information, from one of these groups, please contact Equality.Diversity@essex-fire.gov.uk Â
You are also able to raise any queries or requests for support, including any adjustments you may require, at any stage of the process by email to recruitment@essex-fire.gov.ukÂ
You can find out more about Essex County Fire & Rescue Service via www.essex-fire.gov.uk and about our vacancies and application processes via www.essex-fire.gov.uk/join-essex-fireÂ
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SafeguardingÂ
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Essex Police, Fire and Crime Commissioner Fire and Rescue Authority is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.Â
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It is our policy to require all applicants for employment to disclose if you are currently being investigated by any regulatory body or have any decisions or sanctions pending or in progress in respect of your suitability to work for the Service.Â
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You agree to inform the Service within 24 hours if you are subsequently investigated by any agency or organisation in relation to concerns about your behaviour towards children, young people or vulnerable adults.Â
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The information you provide will be treated as strictly confidential and will be considered only in relation to the appointment for which you are applying.Â
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This role will be subject to a Disclosure and Barring Service (DBS) check. Â