- We are currently looking for an IT Service Desk Manager to lead the Service Desk and Build Analysts who handle IT incidents and requests to meet service level targets.
- Your main responsibility will be to ensure the resourcing and development of the service desk and build department, ensuring that the team has the capacity and capability to succeed.
- Additionally, you will play a crucial role in supporting the introduction of new operational services into the service desk, ensuring that all service management disciplines are followed, and that the team is operationally ready to take on new challenges. If you are passionate about IT and thrive in a fast-paced environment, we encourage you to consider this exciting opportunity.
- Track, log, and correct information to safeguard assets and components.
- Analyze current processes and identify and implement opportunities to optimize them.
- Lead and develop a team, including subject matter experts, to drive service improvements.
- Help evaluate and define requirements for implementing changes by establishing policies and standards.
- Translate feedback from complaint cycles into continuous service improvement.
- Take accountability for addressing issues and proactively search for potential problems.
- Achieve excellent user outcomes.
- Ensure appropriate actions are taken to investigate, resolve, and anticipate problems.
- Coordinate the team in investigating problems, implementing solutions, and taking preventive measures.
- Identify processes suitable for automation and explore implementation methods.
- Apply a Level 3 service management framework qualification.
- Demonstrate understanding of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
- Utilize prediction methodologies to maintain a holistic view of key trends across various processes.
- Apply strategic thinking to deliver optimal service for end-users.
- Leadership of multi-location teams supporting IT services, adhering to agreed Service Levels, and providing necessary escalation support.
- Stakeholder Management experience, effectively liaising between technical and non-technical audiences.
- Continually focused on improvement, identifying and implementing opportunities for enhancement within supported services.
- Experience in aligning personal development goals with business objectives and supporting colleague's career progression.
- Annual Leave - You will receive 25 days of annual leave upon joining, increasing to 30 days after four years. Public and privilege days off are also provided, along with Flexi-time to compensate for extra hours worked.
- Civil Service Pension - A Civil Service pension scheme is available, offering new joiners a career average pension scheme.
- Healthy Work-Life Balance - We provide flexible working arrangements, including full-time, part-time, term-time, and job shares.
- Discounts - Enjoy retail, travel, and lifestyle discounts through our benefit scheme.
- Personal Support - Access our Employee Assistance Programme for confidential, 24/7 guidance and information.
- Volunteering Special Leave - Up to six days of paid special leave annually for volunteering activities.
- Great Locations - Our modern offices in Dundee and Glasgow, conveniently located for public transport, are designed with staff comfort in mind.
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IT Service Desk Manager - Glasgow, United Kingdom - UK Civil Service
Description
Social Security Scotland, an executive agency of the Scottish Government, is engaged in the most significant IT and digital change programme since devolution. With a lifetime budget exceeding �300m, the objective is to establish a social security system that will benefit the people of Scotland for many years to come.
The IT Service Desk Manager leads the service desk, setting its vision and direction in alignment with the strategy for the wider IT operations team. They manage their teams against service level targets and KPIs in agreement with business representatives. The role acts as an escalation point for business representatives, with the IT Service Desk Manager utilizing feedback to continuously enhance processes, culture, and customer service quality.
DDaT Pay Supplement
This role offers a �5,000 DDaT pay supplement after a 3-month DDaT competency qualifying period. The payment is retroactive to your start date in the role. Pay supplements serve as temporary payments aimed at addressing recruitment and retention issues due to market pressures and are subject to regular reviews. This post is part of the Scottish Government DDaT profession, entitling you to join the professional development scheme, currently BCS RoleModel plus.
Job Description
Person Specification
Benefits
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