Service Desk Manager — Lead AI-Enabled Support (Hybrid)

Wiltshire Police; Devizes; Hybrid; GBP 44,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

On-site gym membership

Professional development

Annual leave 25 days

Job summary

Experience in ITSM, service delivery and leading teams, plus ITIL 4 Foundation, are essential. This hybrid role offers development opportunities and a commitment to safeguarding the community.

Qualifications

• Experience leading Service Desk and ITSM functions.
• Strong focus on user-centred service delivery.
• Proven ability to use metrics to drive decisions.

Responsibilities

• Lead and develop a high-performing Service Desk.
• Define and drive Service Desk excellence with metrics.
• Deliver a modern support model using automation and AI-enabled support.
• Own and maximise the ITSM platform with data-driven insights.
• Lead incident, request and problem management for rapid resolution.
• Champion user-centered service delivery and feedback-driven improvements.
• Oversee transition of new services into live operation.
• Build team capability and promote continuous learning.

Skills

Service Desk Leadership

ITSM

Automation & AI in ITSM

Knowledge Management

Stakeholder Engagement

User-Centred Service Delivery

Education

ITIL 4 Foundation

Job description

Experience in ITSM, service delivery and leading teams, plus ITIL 4 Foundation, are essential. This hybrid role offers development opportunities and a commitment to safeguarding the community.