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IT Service Desk Manager
| Posting date: | 22 May 2024 |
|---|---|
| Salary: | £45,449 to £54,419 per year |
| Additional salary information: | This post attracts a £5,000 DDaT pay supplement after a 3 months DDaT competency qualifying period |
| Hours: | Full time |
| Closing date: | 05 June 2024 |
| Location: | Glasgow or Dundee |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Scottish Government |
| Job type: | Permanent |
| Job reference: | 2024-9004 |
Summary
Salary -£45,449 + £54,419 plus a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 month qualifying period)
Location - Dundee or Glasgow
Hours - 37 hours per week
Closing Date - 05/06/24 at 23:55
Reference - ID 2024-9004
Employment Type - Permanent
Overview
We are currently seeking applications for a IT Service Desk Manager to lead the Service Desk and Build Analysts who manage 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, making sure 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 apply for this exciting opportunity.
Social Security Scotland, an executive agency of the Scottish Government, is the largest and most complex IT and digital change programme since devolution. With a lifetime budget of over £300m, delivering a social security system that will support the people of Scotland for decades 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 using feedback to continuously improve processes, culture and customer service quality.
DDaT Pay Supplement
This post attracts a £5,000 DDaT pay supplement after a 3 months DDaT competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are temporary payments designed to address recruitment and retention issues caused by market pressures and are subject to regular review. This post is part of the Scottish Government DDaT profession. As a member of the profession, you will join the professional development scheme, currently BCS Role Model plus.
Main Duties
• Track, log and correct information to protect assets and components.
• Analyse current processes, and identify and implement opportunities to optimise them.
• Lead and develop a team including subject matter experts to deliver service improvements.
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
• Translate ‘lessons learnt’ from complaint cycles into continual service improvement.
• Take responsibility for the full range of customer service functions, including reviewing customer service satisfaction.
• Investigate which processes can be automated and the ways to do so.
• Take accountability for issues that occur and be proactive in searching for potential problems.
• Achieve excellent user outcomes.
• Ensure that the right actions are taken to investigate, resolve and anticipate problems.
• Co-ordinate the team to investigate problems, implement solutions and take preventive measure.
• See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• You have a Level 3 service management framework qualification.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Use prediction methodologies to derive and maintain a holistic view of important trends across multiple processes.
• Understand the core technical concepts related to the role, and apply them with guidance.
• Give direction on which tools or methods to use.
• Demonstrate experience in meeting the needs of users across a variety of channels.
• Bring insight and expertise in how user needs have changed over time to ensure they're met by the business.
• Apply strategic thinking to provide the best service for the end user.
Further Information
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot
Location - Dundee or Glasgow
Hours - 37 hours per week
Closing Date - 05/06/24 at 23:55
Reference - ID 2024-9004
Employment Type - Permanent
Overview
We are currently seeking applications for a IT Service Desk Manager to lead the Service Desk and Build Analysts who manage 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, making sure 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 apply for this exciting opportunity.
Social Security Scotland, an executive agency of the Scottish Government, is the largest and most complex IT and digital change programme since devolution. With a lifetime budget of over £300m, delivering a social security system that will support the people of Scotland for decades 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 using feedback to continuously improve processes, culture and customer service quality.
DDaT Pay Supplement
This post attracts a £5,000 DDaT pay supplement after a 3 months DDaT competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are temporary payments designed to address recruitment and retention issues caused by market pressures and are subject to regular review. This post is part of the Scottish Government DDaT profession. As a member of the profession, you will join the professional development scheme, currently BCS Role Model plus.
Main Duties
• Track, log and correct information to protect assets and components.
• Analyse current processes, and identify and implement opportunities to optimise them.
• Lead and develop a team including subject matter experts to deliver service improvements.
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
• Translate ‘lessons learnt’ from complaint cycles into continual service improvement.
• Take responsibility for the full range of customer service functions, including reviewing customer service satisfaction.
• Investigate which processes can be automated and the ways to do so.
• Take accountability for issues that occur and be proactive in searching for potential problems.
• Achieve excellent user outcomes.
• Ensure that the right actions are taken to investigate, resolve and anticipate problems.
• Co-ordinate the team to investigate problems, implement solutions and take preventive measure.
• See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• You have a Level 3 service management framework qualification.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Use prediction methodologies to derive and maintain a holistic view of important trends across multiple processes.
• Understand the core technical concepts related to the role, and apply them with guidance.
• Give direction on which tools or methods to use.
• Demonstrate experience in meeting the needs of users across a variety of channels.
• Bring insight and expertise in how user needs have changed over time to ensure they're met by the business.
• Apply strategic thinking to provide the best service for the end user.
Further Information
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot