Service Desk Manager

UK Regulators' Network; Greater London; Híbrido; GBP 55.000 - 75.000; Jornada completa

Descripción de la vacante

Ofgem is seeking a Service Desk Manager in London to lead first- and second-line IT support, guiding a team that supports end users, applications, devices and on-site technology, ensuring high-quality service delivery aligned to business needs.

This fast-paced leadership role within the DDSS directorate emphasizes ITIL best practices, stakeholder engagement and continuous service improvements to meet current and future demands, with flexible, hybrid working.

Formación

• Experience leading first- and second-line IT support teams.
• Strong service management and stakeholder engagement skills.
• Knowledge of ITIL best practices.
• Ability to operate in a fast-paced, operational environment.

Responsabilidades

• Lead the delivery of first- and second-line IT support across Ofgem.
• Manage a team supporting end users, applications, devices and on-site technology.
• Drive service improvement and ensure services evolve to meet current and future demands.
• Embed ITIL best practices across service delivery.

Conocimientos

IT service management

ITIL best practices

Stakeholder engagement

Team leadership

Descripción del empleo

Ofgem

The energy regulator for Great Britain, https://www.ofgem.gov.uk/about-us/working-ofgem

Requirements of the role

Ofgem is on an ambitious transformation journey. Within the Digital, Data and Security Services (DDSS) directorate, we are strengthening our IT service management capability to support a modern digital organisation. This includes improving service performance, enhancing user experience, and integrating IT and estates support to create seamless services across our offices and technology platforms.

As a Service Desk Manager, you will lead the delivery of first- and second-line IT support across Ofgem. You will manage a team supporting end users, applications, devices and on-site technology, ensuring high-quality service delivery aligned to business needs. You will drive service improvement, embed ITIL best practice and ensure services evolve to meet current and future demands.

This is a key leadership role within a fast-paced operational environment, requiring strong service management expertise, excellent stakeholder engagement and a focus on delivering outstanding user outcomes.

Location

London

Contract type

Full time, Permanent

Profession

Corporate, Data, Data analyst, Digital, Energy, Manager, Regulation, Stakeholder Engagement, Technology

Working pattern

Flexible working, Hybrid

Closing Date

26/10/2026