Service Desk Manager

Onyx-Conseil; Greater London; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Service Desk Manager to lead their dynamic Live Operations team. This role offers the chance to shape the future of digital services by managing a team dedicated to delivering exceptional support and service quality. You will be responsible for overseeing operations, ensuring SLAs are met, and driving improvements through data analysis and customer feedback. With hybrid working arrangements and a commitment to diversity and inclusion, this position is ideal for someone looking to make a significant impact in a supportive environment.

Benefits

Flexible Working Hours

Part-time Options

Job-sharing Options

Diversity and Inclusion Initiatives

Qualifications

• Experience in managing service desk operations and teams.
• Strong analytical skills with a focus on service improvement.

Responsibilities

• Oversee service desk operations and manage a team of analysts.
• Identify opportunities for service improvement and implement changes.

Skills

Team Management

Customer Service Management

Data Analysis

Knowledge Management

Service Improvement

Education

Bachelor's Degree

ITIL Certification

Tools

Service Desk Software

Data Analysis Tools

Job description

Job Title: Service Desk Manager

The Service Desk Manager role within HMCTS Digital and Technology Services (DTS) involves management and leadership responsibilities, providing essential services to our users as part of the Live Operations team. The post holder will have the opportunity to contribute to building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.

The Service Desk Manager is responsible for the operation, support, maintenance, and improvement of the DTS Service Desk (1LS) team. This includes ensuring SLAs are continually achieved, and that support is provided by the 1LS team for all current and new HMCTS Digital products.

The role reports to the Service Support Lead and will have line management responsibility within the Live Operations team of the Senior Service Desk Analysts (SSDAs) and the Knowledge Manager, as well as indirect line management of the wider DTS Service Desk Team, who will work together to share expertise and provide cover.

The DTS Service Desk teams operating hours are 0800 - 1800 Monday - Friday (excluding bank holidays) and 0800 - 1400 Saturday.

There will be a requirement for frequent travel to the three main hubs (Salford, Birmingham, and London).

Key Responsibilities:

Operations:

• Responsible for overseeing the knowledge management function.
• Manage a team of 5 Senior Service Desk Analysts, 1 Knowledge Manager, and indirect line management of 25 Service Desk Analysts.
• Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, including automation, cost-benefit analysis, and managing change.
• Manage customer service functions, responding to issue reports and information requests, and using customer satisfaction data to improve service quality.
• Ensure end-to-end service delivery, from design to operation, collaborating with IT products, suppliers, and vendors to meet business needs.
• Stay informed about industry developments to utilize new tools and technologies cost-effectively.
• Understand user needs through evidence-based engagement, prioritizing and managing competing demands.
• Oversee team resourcing and development, including service transition activities and ongoing professional development.

Analysis:

• Oversee data analysis and requirements gathering to understand user needs and improve incident management processes.
• Identify training needs and facilitate knowledge transfer.
• Serve as a central contact for all digital and technology incidents related to DTS Live Operations.

Working Arrangements & Further Information

The MoJ offers hybrid working arrangements where feasible, blending office, site, and home working, with a minimum of 60% office presence. Specific arrangements will be discussed and agreed with the successful candidate(s). The role can only be performed within the UK.

Successful candidates will be appointed to the nearest suitable office to their home postcode, with location and pay scale adjustments as applicable. Existing MoJ employees may need to relocate and adjust their pay scale accordingly.

Terms and conditions are subject to change under Civil Service reform. Details will be provided if an offer is made.

Additional Information

MoJ promotes flexible working hours, part-time, and job-sharing options. We are committed to diversity and inclusion, supporting applicants with disabilities through reasonable adjustments and accessible recruitment processes.