Technical Service Desk Manager - GDS - SEO

Government Digital & Data; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

A governmental organization based in the UK is seeking a Technical Service Desk Manager to oversee the One Login programme. The role involves acting as the escalation contact for support, managing service level agreements, and driving service improvements. Candidates should have a strong technical background, experience in incident management, and the ability to engage effectively with stakeholders to ensure high-quality service delivery.

Qualifications

• Proven track record of responding to major incidents in a live service environment.
• Experience managing a technical service desk comparable to One Login.
• Knowledge of ITIL 4 lifecycle elements.
• Setting and monitoring performance criteria with a focus on quality and efficiency.
• Excellent communication skills for maintaining stakeholder relationships.

Responsibilities

• Act as escalation contact point for support requests.
• Support Technical Service Desk Analysts in investigations.
• Manage service level agreements (SLAs) and performance.
• Identify trends to resolve problems effectively.
• Drive the implementation of service improvements.

Skills

Technical skills

Incident management

Customer satisfaction measurement

Stakeholder engagement

Data analytics

Job description

This is an exciting opportunity to be the Technical Service Desk Manager for the One Login programme. Reporting into the Senior Technical Service Desk Manager, the Technical Service Desk Manager will play a critical role in ensuring that the One Login service is operating as intended having responsibility for keeping reliant parties and the One Login for Government Technical Service Desk informed of events, actions and opportunities that are likely to impact their day-to-day activities, providing an essential interface with IT operational staff and other supporting referral groups.

As a Technical Service Desk Manager you?ll :

• act as the routine escalation contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution;
• support the Technical Service Desk Analysts providing investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or elevate issues;
• identify and engages with users / stakeholders to collate evidence, and understands and defines research which fits user needs. Working with Supplier Management, manages and monitors Service Desk service level agreements (SLAs / SLOs) and performance;
• initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required, determine the appropriate resolution and assist with its implementation;
• translate user stories and propose design approaches or services to meet these needs, and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities;
• drive the analysis, identification, prioritisation and implementation of service improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services.Uses data analytics skills to make decisions that enhance business performance;
• use results of customer satisfaction measurements to improve services and has successful relationships with the customer;

take ownership of problems, and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.

Candidate profile :

We are looking for an experienced Technical Service Desk Manager with strong technical skills and a proven track record of responding to major incidents.

We are interested in people who have :

a proven track record of working in a Critical National Infrastructure (or comparable scale, profile, risk, complexity etc) live service environment

experience of managing a technical service desk, preferably on a service that is comparable (i.e. scale, profile, risk, etc) to One Login, including managing external suppliers for Live Service, Change, Digital and IT delivery.Demonstrate knowledge of the life cycle or capability elements of ITIL 4 (Information Technology Infrastructure Library)

a demonstrable track record of co-ordinating the response to major incidents, ensuring relevant prioritisation, focus on restoring the service and effective stakeholder engagement

experience in setting, monitoring and achieving performance criteria, with a focus on quality, efficiency, and customer satisfaction. Particular focus will be on the ability to ensure service targets, SLA's, and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery

excellent communication skills with a proven ability to build and maintain relationships with stakeholders at all levels