Service Desk Lead
| Dyddiad hysbysebu: | 10 Chwefror 2026 |
|---|---|
| Cyflog: | £35,663 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Chwefror 2026 |
| Lleoliad: | Swansea |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 447767/1 |
Crynodeb
Are you confident in leading others?
Do you want a role where you can make a meaningful impact?
If so, we’d love to hear from you!
At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.
Joining our department comes with many benefits, including:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about what it's like working at DVLA roles: Driver and Vehicle Licensing Agency - Department for Transport Careers
Based at the DVLA in Swansea, you will be joining a focused team delivering excellent customer service on day-to-day basis to both internal and external stakeholders.
The Service Desk is a dedicated team, working in a fast-paced environment, managed using ITIL (IT Infrastructure Library) methodology. As a Service Desk Lead, you will lead the team in the delivery of quality, performance and day-to-day operations of the Service Desk ensuring that Customer Service and quality is at the heart of everything we do. You will promote the latest technology, training and development to improve the overall capability of Service Desk skills and support staff in their progression within ITS.
You will work with peers and colleagues across Infrastructure and Operations (I&Ops), including Senior Management to contribute to the I&Ops strategy and business plan.
No two days will be the same which makes this role varied and interesting. There is a strong team working ethic which provides support and encouragement, proving to be a rewarding team to join. You will receive training opportunities tailored to your role and development. This will include support to develop line management skills.
Your responsibilities will include, but aren’t limited to:
- Apply and operate the Major incident Management process and procedures ensuring service levels are maintained and continually improved.
- Manage the development, implementation, maintenance and improvement of Service Desk processes, procedures and standards in support of I&OPS and ITS objectives.
- Provide effective Service Desk Function. Manage the day-to-day activities of the Service Desk, ensuring service levels are maintained and continually improved.
- Produce effective management reporting in support of Service Desk Function.
- Identify and raise business and/or customer improvement opportunities/procedures. Analyse performance and make recommendations for improvements based on analysis of Service Desk data and management information. Encourage and promote best practice, particularly in the area of customer service orientation
For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd