13067 - Service Desk Manager
| Dyddiad hysbysebu: | 22 Rhagfyr 2025 |
|---|---|
| Cyflog: | £42,914 i £53,081 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | The national salary range is £42,914 - £46,182 London salary range is £49,325- £53,081 Your salary will be dependent on your base location |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 12 Ionawr 2026 |
| Lleoliad: | UK |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Ministry of Justice |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 13067 |
Crynodeb
The Service Desk Manager role within HMCTS Digital and Technology Services (DTS) involves management and leadership responsibilities, providing essential services to our users as part of the Live Operations team. The post holder will have the opportunity to contribute to building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.
The Service Desk Manager is responsible for the operation, support, maintenance and improvement of the DTS Service Desk (1LS) team. This includes ensuring SLAs are continually achieved, and that support is provided by 1LS team for all current and new HMCTS Digital products.
The role reports to the Service Support Lead and will have line management responsibility within the Live Operations team of the Senior Service Desk Analysts (SSDAs) and the Knowledge Manager, as well as indirect line management of the wider DTS Service Desk Team (SDAs), who will work together to share expertise and provide cover.
The DTS Service Desk teams operating hours are 0800 – 1800 Monday – Friday (excluding bank holidays) and 0800 – 1400 Saturday.
There will be a requirement for frequent travel to the three main hubs (Salford, Birmingham, and London).
Key Responsibilities:
Operations:
• Responsible for overseeing the knowledge management function.
• Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
• Manage customer service functions, including responding to issue reports and information requests. Use the results of customer satisfaction measurements to improve service and enhance customer experience.
• Responsible for the end-to-end service delivery: from designing to developing to delivering and operating. Ensure IT products, suppliers and vendors come together to deliver an IT service. Ownership of Service Desk metrics ensuring service is provided to meet business requirements.
• Stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
• Understand users and identify their needs based on evidence. Engage in meaningful interactions and relationships with users. Put users first and manage competing priorities.
• Be responsible for the resourcing and development of the team, including the preparation and coordination of service transition activities.
• Ensure the support team undertakes appropriate development to remain confident advising on current issues.
• Provide clear, consistent leadership across the 1LS team, ensuring SSDAs, Knowledge Manager and SDAs understand expectations, role modelling positive behaviours and maintaining a proactive, customer-focused culture.
• Promote consistent ways of working across all hubs, reinforcing standards and maintaining alignment of processes and behaviours.
Analysis:
• Oversee the preparation and maintenance of analysis of data and requirements to understand user needs, offering guidance and communications to support operating and improving their performance of the Service Management team for Incident Management.
• Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
• Act as a central contact point for all digital and technology Incidents related to DTS Live Operations.
• Support SSDAs and Knowledge Manager in developing their analytical and operational decision-making skills, ensuring they are confident, proactive leaders within the team.
Skills & Experience:
We’re looking for an individual with strong interpersonal skills who enjoys working with delivery-focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.
Essential Criteria:
• Experience of managing and leading a medium to large first line Service Desk (30+), including supporting and developing team leaders in their day-to-day leadership responsibilities.
• Demonstrable ability to foster a positive team culture, address performance concerns constructively, and embed continuous improvement
• A minimum Level 3 ITIL qualification.
• An in-depth understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Proven experience of leading an excellent customer service team, proactively identifying opportunities for improvement and driving high performance.
• Experience of working collaboratively with Senior Heads of Departments and multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively, and winning over audiences and ability to motivate a team.
• Ability and experience of engaging with senior management and stakeholders, clearly representing your work and the performance of your team.
• Strong problem-solving abilities and analytical skills.
• Experience in identifying service / product gaps and managing these continual service improvements, issues, and risks to ensure stable and successful Operation of your Product/Service.
• Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or infrastructure services or a strong business background with an understanding of HMCTS users and the technology used.
The Service Desk Manager is responsible for the operation, support, maintenance and improvement of the DTS Service Desk (1LS) team. This includes ensuring SLAs are continually achieved, and that support is provided by 1LS team for all current and new HMCTS Digital products.
The role reports to the Service Support Lead and will have line management responsibility within the Live Operations team of the Senior Service Desk Analysts (SSDAs) and the Knowledge Manager, as well as indirect line management of the wider DTS Service Desk Team (SDAs), who will work together to share expertise and provide cover.
The DTS Service Desk teams operating hours are 0800 – 1800 Monday – Friday (excluding bank holidays) and 0800 – 1400 Saturday.
There will be a requirement for frequent travel to the three main hubs (Salford, Birmingham, and London).
Key Responsibilities:
Operations:
• Responsible for overseeing the knowledge management function.
• Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
• Manage customer service functions, including responding to issue reports and information requests. Use the results of customer satisfaction measurements to improve service and enhance customer experience.
• Responsible for the end-to-end service delivery: from designing to developing to delivering and operating. Ensure IT products, suppliers and vendors come together to deliver an IT service. Ownership of Service Desk metrics ensuring service is provided to meet business requirements.
• Stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
• Understand users and identify their needs based on evidence. Engage in meaningful interactions and relationships with users. Put users first and manage competing priorities.
• Be responsible for the resourcing and development of the team, including the preparation and coordination of service transition activities.
• Ensure the support team undertakes appropriate development to remain confident advising on current issues.
• Provide clear, consistent leadership across the 1LS team, ensuring SSDAs, Knowledge Manager and SDAs understand expectations, role modelling positive behaviours and maintaining a proactive, customer-focused culture.
• Promote consistent ways of working across all hubs, reinforcing standards and maintaining alignment of processes and behaviours.
Analysis:
• Oversee the preparation and maintenance of analysis of data and requirements to understand user needs, offering guidance and communications to support operating and improving their performance of the Service Management team for Incident Management.
• Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
• Act as a central contact point for all digital and technology Incidents related to DTS Live Operations.
• Support SSDAs and Knowledge Manager in developing their analytical and operational decision-making skills, ensuring they are confident, proactive leaders within the team.
Skills & Experience:
We’re looking for an individual with strong interpersonal skills who enjoys working with delivery-focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.
Essential Criteria:
• Experience of managing and leading a medium to large first line Service Desk (30+), including supporting and developing team leaders in their day-to-day leadership responsibilities.
• Demonstrable ability to foster a positive team culture, address performance concerns constructively, and embed continuous improvement
• A minimum Level 3 ITIL qualification.
• An in-depth understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Proven experience of leading an excellent customer service team, proactively identifying opportunities for improvement and driving high performance.
• Experience of working collaboratively with Senior Heads of Departments and multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively, and winning over audiences and ability to motivate a team.
• Ability and experience of engaging with senior management and stakeholders, clearly representing your work and the performance of your team.
• Strong problem-solving abilities and analytical skills.
• Experience in identifying service / product gaps and managing these continual service improvements, issues, and risks to ensure stable and successful Operation of your Product/Service.
• Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or infrastructure services or a strong business background with an understanding of HMCTS users and the technology used.