Head of IT Service Desk

The Scottish Government; City of Edinburgh; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A governmental organization in Edinburgh is seeking a Head of IT Service Desk to lead a team and provide top-notch IT support across various applications and services. This role involves managing incoming service requests, implementing service improvements, and ensuring high levels of customer satisfaction. Applicants should have strong leadership skills and ITIL knowledge, with a focus on effective team management and service delivery.

Benefits

£5,000 annual DDAT pay supplement

Flexible working hours

Employee benefits and support

Qualifications

• Experience managing service desk service level agreements (SLAs).
• Proven ability to lead and improve service desk teams.
• Strong understanding of IT technical roadmaps.

Responsibilities

• Lead the Service Desk team for efficient customer support.
• Analyze processes and implement service improvements.
• Manage customer satisfaction and accountability.

Skills

Team leadership

Technical support

Service improvement

ITIL knowledge

Job description

Overview

Do you want to play a leading role in shaping IT support services across the Scottish Government as our Head of Service Desk?

IT Support Services Branch (ITSS) is at the heart of support within the Information & Technology Services (iTECS) Division, providing a range of shared IT services to Scottish Government staff and agencies. We develop the Corporate IT strategy that takes advantage of digital technology for public services in Scotland. Our mission is to support and improve by enabling customers to make the most of technology and resources and to help them find solutions to their problems. ITSS is a large branch where customer focus, customer engagement and continuous service improvements to our processes and service delivery goals are key drivers for success.

This is an exciting opportunity to join the IT Support Services team as a Head of IT Service Desk, leading a team of Service Desk Analysts and Service Desk Leads in a reactive first-line environment, supporting the needs of our customers and the delivery of new emerging technologies and services. As Head of IT Service Desk, you are responsible for managing first-line support for all departmental IT applications and services across sites, including end-user computing, multi-function devices and specialised IT equipment.

Key Services Provided by iTECS

In this role, you will be responsible for ensuring support for existing and emerging ICT services, including providing technical advice to project teams and building user relationships across the organisation while managing a range of diverse service needs.

• IT Service Desk which operates from 8am – 6pm Mon to Thurs, 8am – 4.30pm on Fri
• Laptop support
• Microsoft 365 support
• Android and iOS support
• Service management products
• Software and hardware asset management
• VIP support
• Corporate events and projects
• Logistical services
• Implementing and influencing wider iTECS technical and business strategies

Responsibilities

• Analyse current processes, and identify and implement opportunities to optimise them.
• Lead and develop a team of experts to deliver service improvements.
• Translate ‘lessons learnt’ from complaint cycles into continual service improvement.
• Take responsibility for the full range of customer service functions, including reviewing customer service satisfaction.
• Take accountability for issues that occur and be proactive in searching for potential problems while achieving excellent user outcomes.
• Coordinate the team to investigate problems, implement solutions and take preventive measures.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Apply strategic thinking to provide the best service for the end user.

Success Profile

Success profiles are specific to each job, and they include the mix of experience, skills and behaviours candidates will be assessed on.

Experience

• Lead Criteria 1: Manage and monitor service desk service level agreements (SLAs) and performance.
• Lead Criteria 2: Demonstrable skills of managing and successfully improving a team who provides first- and second-line technical support.
• Defining, owning and contributing to the IT technical roadmap and strategy.

Experience is assessed at sift, along with a more in-depth assessment at interview.

Technical Skills

This role is aligned to the Head of Service Desk role within the IT Operations job family.

You can find out more about the skills required here. These skills are assessed by technical assessment, designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed, plus the method of assessment.

Behaviours

• Managing a Quality Service – (Level 3)

You can find out more about Success Profiles Behaviours here. Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.

How To Apply

Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the three Experience criteria listed in the Success Profile above. Candidates will have their applications assessed against all Experience criteria. If a large number of applications are received an initial sift will be conducted on the Lead Criteria highlighted above. Candidates who pass the initial sift will have their applications fully assessed against the remaining Experience criterion.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment. If invited for further assessment, this will consist of an interview and DDaT Technical assessment where the behaviours, experiences and technical skills outlined in the Success Profile will be assessed. The sift is scheduled for w/c 06/10/2025. Interviews and DDaT Technical assessments are scheduled for w/c 20/10/2025, however these may be subject to change.

About Us

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including education, health, the economy, justice, housing, and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.

Working pattern

Our standard hours are 35 hours per week, we offer flexible working including full-time, part-time, flexitime, and compressed hours depending on the needs of the role. From October 2025, the Scottish Government will require staff in hybrid-compatible roles to work in-person 40% of the time either in an office or other agreed work location.

If you have specific questions about the role you are applying for, please contact [e-mail].

Security checks: Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).

DDaT Pay Supplement: This post is part of the Scottish Government Digital, Data and Technology (DDAT) profession, as a member of the profession you will join the professional development system. This post currently attracts a £5,000.00 annual DDAT pay supplement, applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded.

Equality Statement

We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information

Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes.

Apply Before: 5th October 2025 (23:59)