Service Desk Manager

Driver and Vehicle Licensing Agency (DVLA); Swansea; Hybrid; GBP 40,000 - 49,000; Full time

Benefits offered by this job

Learning & development

Flexible working

Diversity & inclusion

Employer pension

EAP

Free parking

On-site facilities

Holiday entitlement

Career frameworks

Job summary

DVLA in Swansea is recruiting a Service Desk Manager to lead a large team responsible for handling customer queries from internal and external sources, and for managing incidents across IT services.

You will set direction for service desk provision, develop policies and processes (incident, problem, access management, request fulfilment) and produce management reporting to support continuous service improvement, with a focus on SLAs and stakeholder engagement.

Qualifications

• Pro-active leader with a record of success in people management.
• Strong internal and external stakeholder engagement experience.
• Organised with ability to prioritise a full workload and make focused decisions.

Responsibilities

• Ensure support of existing and emerging ICT services, providing technical advice to project teams, and ensuring the support team undertakes development to advise on future projects and current issues, while managing and monitoring Service Desk SLAs and performance.
• Manage the development, implementation, maintenance and continuous improvement of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management policies, processes, procedures and standards, acting as Process Owner to ensure optimal end-to-end performance, and managing resource requirements to support the demand management pipeline.
• Ensure the provision of effective Service Desk processes that include; User query/issue handling - ensuring user queries or issues are captured, validated, and triaged for further processing. Communicating with users - ensuring that various types of information are communicated to users through the appropriate channel(s). Optimisation - ensuring improvement through analysis, reviews, and reporting, as well as through automation, competence and skill building, knowledge sharing.
• Produce effective management reporting in support of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management.

Skills

People management

Stakeholder engagement

Prioritisation & decision-making

Continuous improvement

Job description

Apply before 11:55 pm on Monday 24th August 2026

Location: Swansea (This role is suitable for hybrid working)

Salary: £44,241 - A Civil Service Pension with an employer contribution of 28.97%

As Service Desk Manager you will be responsible for leading a large team to manage Service Desk functions. Your team will act as the first point of contact in responding to customer queries from internal and external sources in a timely manner. You will efficiently and effectively handle issues with online services and manage incidents whilst maintaining continuous communication with key stakeholders.

You will be accountable for day-to-day management, resource planning and work allocation to meet agreed service levels. You will draft and maintain policies, standards and procedures for the service desk functions, including Incident & Problem Management. You will set direction, adapting service desk provision and roles in accordance with the changing demands of DVLA technologies and IT services, ensuring effective and efficient management and continual improvement of Service Desk processes.

Top Responsibilities

• Ensure support of existing and emerging ICT services, providing technical advice to project teams, and ensuring the support team undertakes development to advise on future projects and current issues, while managing and monitoring Service Desk SLAs and performance.
• Manage the development, implementation, maintenance and continuous improvement of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management policies, processes, procedures and standards, acting as Process Owner to ensure optimal end-to-end performance, and managing resource requirements to support the demand management pipeline.
• Ensure the provision of effective Service Desk processes that include; User query/issue handling - ensuring user queries or issues are captured, validated, and triaged for further processing. Communicating with users - ensuring that various types of information are communicated to users through the appropriate channel(s). Optimisation - ensuring improvement through analysis, reviews, and reporting, as well as through automation, competence and skill building, knowledge sharing.
• Produce effective management reporting in support of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management.

For more information on the role and responsibilities please see the full job advert on CS Jobs using the link provided.

• Best in class learning and development tailored to your role
• An environment with flexible working options where we encourage a great work-life balance
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
• Generous employer contribution of 28.9%, depending on chosen pension scheme
• Flexible working options where we encourage a great work-life balance
• Digital communities with clear career frameworks
• On-site nursery, restaurants and coffee bar
• 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff
• Free parking

About You

To be successful in this role you will need to have the following experience:

• You will be a pro-active leader with a consistent record of success in people management.
• You will possess strong internal and external stakeholder engagement experience with the ability to influence across all levels both inside and outside the organisation.
• You will be organised with the ability to prioritise a full workload and make focused decisions with attention to detail.
• If you do not already hold the qualifications listed on the role profile, then you must be willing to work towards these once in role.

This vacancy closes at 23:55 on Monday 24th August 2026