Job Description

The IT & Digital department is responsible for the force's adoption and use of information and digital technology.


The department consists of three core functions as follows:


Architecture Management (responsible for identifying and selecting the right technologies for the force) Delivery Management (responsible for delivering and implementing the right technologies for the force) Service Management (responsible for managing and maintaining all live, operational technology for the force)
The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC's, smartphones, tablets, Airwave terminals).


This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the 'live' environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.


This team manages, and has responsibility for the following key areas:


Managing and supporting existing Force applications and infrastructure (Servers, Firewalls, network devices). Providing application expertise and support to the Architecture and Delivery Management functions as required. Providing support for the effective transition of new and/or amended services into the live environment. Triaging & fixing technical issues, using an array of tools and technologies (e.g. IMC/HP Openview, SCCM) The post holder will work within the T2 technical support desk to ensure it is able to carry out its specific responsibilities.

Key Responsibilities:

Provide specialist technical skills and knowledge that facilitate the provision, configuration and support of force and Microsoft applications; Troubleshoot and diagnose incidents on the T2 Technical Support Desk; Use event monitoring tools and proactively respond to events; Ensure tickets are clear updated and progressed and closed in line with customers SLA. Ensure Key Performance Indicators are monitored; Manage the security, availability, capability, and performance of the Force's applications; Coordinate ITIL processes (e.g. change and release management) across various technical teams within the Operations and Technology unit; Take ownership of major incidents, major changes, and major releases; Provide specialist knowledge in a variety of Force applications; Ensure applications meet or exceed agreed Service Level Agreements; Monitor and manage the performance of third party suppliers; Liaise with users throughout the force to ensure their application requirements are being met; Manage incidents and service requests to meet the needs of the force and make best use of the resources available; Provide advice and guidance on administrative and technical procedures; Provide timely and accurate management information; Ensure compliance with force policy; Work in partnership with outside organisations; Have regular contact with various people within the Force and externally in order to achieve desirable outcomes; Monitor financials, identifying major discrepancies and determining appropriate resolutions; Make recommendations about the use of technology within the team; Ensure technology is maintained, serviced, and repaired as required; Resolve complex problems and issues within the team - liaising with different departments or third party suppliers where necessary; Provide and disseminate specialist/technical advice on issues relating to the department, interpreting or assessing customer needs and exercising judgement to make decisions when solutions are not obvious.

Essential:

Able to troubleshoot L2 connectivity and L3 switching Experienced in administrating and supporting Microsoft 365 products Use and configure deployment tools & packages (e.g: SCCM) AWS/Azure Cloud Practitioner Broad understanding of load balancing, proxy and firewall technologies (e.g F5) Monitor, configure, interpret and act on Event Management information and thresholds In-depth knowledge ITIL Service Operations in particular Incident, Problem, Change and Knowledge Management An extensive knowledge of Microsoft 365 products An extensive knowledge of 2nd line support processes & products.

Closing Date: 27 July 2025


Interviews: TBC


Vetting: Successful applicants will be required to pass Management Vetting and Security Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.


Medical: Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test.

Benefits

By choosing to join West Midlands Police you will receive an enhanced benefits package including:


Fair remuneration with progression opportunities and access to a very competitive pension scheme. Enhanced annual leave in addition to public holiday entitlements. Discounts across travel, parking, daily costs of living and leisure activities. A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a 'Disability Confident Interview Scheme' - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"