Service Desk Manager (Ref: 5408)

Ministry of Justice UK; London; On-site; GBP 41,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Manager to lead the operation and continuous improvement of their Service Desk team. This role is pivotal in ensuring that service levels are met while managing a diverse team and enhancing customer satisfaction. You will have the opportunity to implement automation and process efficiencies, ensuring that IT products align with user needs. With a focus on professional development and a supportive work culture, this position offers a dynamic environment where your contributions can significantly impact the organization. Join this forward-thinking team and make a difference in public service.

Benefits

Civil Service Defined Benefit Pension

Flexible working options

Access to learning and development

Inclusive culture

Annual leave

Public holidays

Season ticket loans

Qualifications

• Minimum ITIL v4 qualification required.
• Experience in managing service desk operations.

Responsibilities

• Oversee the operation and support of the DTS Service Desk.
• Manage a team of Senior Service Desk Analysts and Knowledge Manager.
• Identify opportunities for service and business improvement.

Skills

ITIL v4

Customer Service Management

Team Leadership

Data Analysis

Process Improvement

Education

ITIL v4 Certification

Job description

Join to apply for the Service Desk Manager (Ref: 5408) role at Ministry of Justice UK.

This position covers various regions including East Midlands, East of England, London, North East and North West England, Scotland, South East and South West England, Wales, West Midlands, Yorkshire and the Humber.

Job Summary

This is a Nationally based role.

Job Description

The Service Desk Manager within HMCTS Digital and Technology Services (DTS) leads the operation, support, and continuous improvement of the DTS Service Desk (1LS) team, ensuring SLAs are met and services support all HMCTS Digital products. The role involves managing a team of Senior Service Desk Analysts, a Knowledge Manager, and indirect oversight of 25 Service Desk Analysts. The position reports to the Service Support Lead and requires frequent travel to hubs in Salford, Birmingham, and London. Operating hours are 0800 – 1800 Monday – Friday (excluding bank holidays) and 0800 – 1400 Saturday.

Key Responsibilities

• Oversee knowledge management functions.
• Manage a team of 5 Senior Service Desk Analysts, 1 Knowledge Manager, and indirectly oversee 25 Service Desk Analysts.
• Identify opportunities for service and business improvement, including automation and process efficiencies.
• Manage customer service functions, responding to issues and improving customer satisfaction.
• Ensure end-to-end service delivery, aligning IT products, vendors, and support teams.
• Stay updated on industry developments and emerging technologies.
• Understand user needs through evidence-based engagement.
• Develop and resource the team, including service transition activities.

Analysis

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

Person Specification

Qualifications include a minimum ITIL v4 qualification. Behaviours assessed during the process include: Changing and Improving, Communicating and Influencing, Making Effective Decisions, Managing a Quality Service.

Benefits

• Salary of £41,463 plus £12,011 towards Civil Service Defined Benefit Pension scheme.
• Access to learning and development, flexible working options, inclusive culture, pension contributions, annual leave, public holidays, and season ticket loans.

Additional Information

Further details on the recruitment process, security checks, nationality requirements, and diversity initiatives are provided in the full description. For inquiries, contact the SSCL Recruitment Enquiries Team at [e-mail] or 0345 241 5359.