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IT Service Desk Team Leader
| Posting date: | 15 August 2024 |
|---|---|
| Salary: | £36,585 to £41,834 per year |
| Additional salary information: | Plus a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 months DDaT competency qualifying period |
| Hours: | Full time |
| Closing date: | 29 August 2024 |
| Location: | Dundee |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Scottish Government |
| Job type: | Permanent |
| Job reference: | ID2024 - 9662 |
Summary
Salary - £36,585 - £41,834 plus a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 month qualifying period)
Location - Dundee
Hours - 37 hours per week
Closing Date - 29th August 2024 at 23:55
Reference - ID2024 - 9662
Employment Type - Permanent
Overview
We are currently seeking applications for an IT Service Desk Team Leader to lead our team of Service Desk Analysts in tackling IT incidents and requests efficiently and effectively. Your leadership will not only drive efficient service delivery but also identify emerging issues and collaborate with specialist teams to implement innovative solutions. With your expertise in ITIL processes and data analytics, you’ll play a pivotal role in optimising our service operations, improving user satisfaction, and fostering a culture of continuous improvement. If you're ready to champion user voices and lead a team towards excellence we’d love to hear from you!
The IT Service Desk Team Leader manages a team of Service Desk Analysts in managing IT incidents and requests to Service Level targets. They identify emerging issues and work with specialist resolver teams to improve user experience. They are responsible for the resourcing and development of the team, including the preparation and coordination of service transition hand over activities from Projects into the Service Desk. They are the first point of escalation of issues, working with user's management to understand prioritisation and impact of issues on business processes.
DDaT Pay Supplement
This post attracts a £5000 Digital, Data and Technology (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 system, currently BCS Role Model plus.
Main Duties
• Track, log and correct information to protect assets and components
• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• 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
• Initiate and monitor actions to investigate patterns and trends to resolve problems
• Effectively consult specialists where required
• Determine the appropriate remedy and assist with its implementation
• Determine preventative measures
• Take inputs and establish coherent frameworks that work
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
• Use your data analytics skills to enhance business performance
• Understand the core technical concepts related to the role, and apply them with guidance
• Collaborate with user researchers and can represent users internally
• Explain the difference between user needs and the desires of the user
• Champion user research to focus on all users
• Prioritise and define approaches to understand the user story, guiding others in doing so
• Offer recommendations on the best tools and methods to use
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
Hours - 37 hours per week
Closing Date - 29th August 2024 at 23:55
Reference - ID2024 - 9662
Employment Type - Permanent
Overview
We are currently seeking applications for an IT Service Desk Team Leader to lead our team of Service Desk Analysts in tackling IT incidents and requests efficiently and effectively. Your leadership will not only drive efficient service delivery but also identify emerging issues and collaborate with specialist teams to implement innovative solutions. With your expertise in ITIL processes and data analytics, you’ll play a pivotal role in optimising our service operations, improving user satisfaction, and fostering a culture of continuous improvement. If you're ready to champion user voices and lead a team towards excellence we’d love to hear from you!
The IT Service Desk Team Leader manages a team of Service Desk Analysts in managing IT incidents and requests to Service Level targets. They identify emerging issues and work with specialist resolver teams to improve user experience. They are responsible for the resourcing and development of the team, including the preparation and coordination of service transition hand over activities from Projects into the Service Desk. They are the first point of escalation of issues, working with user's management to understand prioritisation and impact of issues on business processes.
DDaT Pay Supplement
This post attracts a £5000 Digital, Data and Technology (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 system, currently BCS Role Model plus.
Main Duties
• Track, log and correct information to protect assets and components
• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• 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
• Initiate and monitor actions to investigate patterns and trends to resolve problems
• Effectively consult specialists where required
• Determine the appropriate remedy and assist with its implementation
• Determine preventative measures
• Take inputs and establish coherent frameworks that work
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
• Use your data analytics skills to enhance business performance
• Understand the core technical concepts related to the role, and apply them with guidance
• Collaborate with user researchers and can represent users internally
• Explain the difference between user needs and the desires of the user
• Champion user research to focus on all users
• Prioritise and define approaches to understand the user story, guiding others in doing so
• Offer recommendations on the best tools and methods to use
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.