Helpdesk Manager

Job summary

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

The Helpdesk Manager will lead the ImmForm Service Desk team, delivering a high-quality, customer-focused support service for the ImmForm digital platform, which underpins vaccine ordering, medical consumables, and vaccine uptake data collection. This role is critical to maintaining operational continuity and supporting UKHSA’s public health objectives and pandemic preparedness.

The post holder will manage day-to-day operations, including user access, account validations, and data queries within agreed Service Level Agreements (SLAs). Acting as the first point of contact for non-clinical queries, the Helpdesk Manager will provide accurate advice, manage escalations, and oversee complaints handling to ensure timely resolution and continuous improvement. Responsibilities include monitoring trends to implement preventative measures, ensuring compliance with Good Distribution Practice (GDP), GDPR, and organisational policies, and supporting business continuity planning.

The role also involves developing strategies to maintain data quality, producing accurate reporting, and driving customer engagement initiatives to enhance service delivery and user experience. Strong leadership, stakeholder engagement, and the ability to work at pace under pressure are essential.

Job description

The Helpdesk Manager will lead the ImmForm Service Desk team, ensuring strong performance, resilience, and a high standard of customer service. The post holder will provide day‑to‑day leadership and coaching, supporting staff development and fostering a collaborative team environment. They will act as the primary contact for non‑clinical queries, delivering accurate guidance, managing escalations, and maintaining effective relationships with internal and external stakeholders.

Key responsibilities include overseeing user access management, account validations, and data‑related queries within agreed SLAs. The role also includes complaints handling, monitoring trends, and implementing preventative actions to improve service reliability. The Helpdesk Manager will ensure compliance with GDP, GDPR, and organisational policies, contribute to business continuity planning, and support wider operational improvements. Additionally, they will lead customer engagement initiatives, promote data quality, and maintain accurate reporting, knowledge materials, and training resources to enhance overall service delivery.

The Helpdesk Manager will lead the ImmForm Service Desk, delivering a high‑quality, resilient and customer‑focused support service for vaccine ordering and data submission. You will oversee day‑to‑day operations, ensure timely resolution of queries and incidents, and drive continuous improvement. The role requires strong leadership, support for staff development, and effective relationships across internal teams and suppliers. You will act as the main contact for non‑clinical queries, communicate clearly with diverse audiences, and maintain robust workflows, demand management, and incident preparedness. Using data and risk insight, you will guide decisions, lead post‑incident reviews, and champion knowledge sharing, service enhancements, and accessible support practices.

Main Duties and Responsibilities

• Deliver high‑quality support services, ensuring consistent performance against SLAs with a strong focus on first‑contact resolution and customer satisfaction.
• Own and uphold service standards, including operating procedures, quality assurance, ticket audits, call monitoring, and structured coaching feedback loops.
• Maintain accurate records, performance metrics, and dashboards, using data‑driven insights to identify issues, improve processes, and optimise team performance.
• Oversee role‑based access, account validation, and data queries, ensuring adherence to least‑privilege principles, auditability requirements, and robust controls.
• Use data, trend analysis, and risk assessment to prioritise workloads, allocate resources effectively, and select proportionate, timely interventions.
• Lead Post‑Incident Reviews and root‑cause analysis, translating findings into preventative actions, improved controls, and measurable service improvements.
• Balance customer impact, compliance needs, and operational constraints to make timely, evidence‑based decisions aligned to the Making Effective Decisions competency.
• Collaborate with product, engineering, clinical operations, data teams, and suppliers to resolve complex issues, manage dependencies, and deliver seamless support services.
• Coordinate escalations with third‑party vendors, monitor vendor SLAs, and drive joint improvement initiatives where performance gaps arise.
• Promote knowledge sharing and co‑production of guidance, documentation, and training materials with stakeholders and subject matter experts.
• Identify and implement service improvements, including automation, workflow optimisation, knowledge base enhancements, and growth of self‑service options.
• Support service transition for new features or releases, ensuring the helpdesk is prepared with updated documentation, processes, and training.
• Champion inclusive and accessible support practices, ensuring user guidance is routinely reviewed and updated to reflect feedback and evolving needs.

Technical Skills & Experience

• Experience working with digital platforms and administering role‑based access management processes.
• Understanding of vaccine supply chain operations, system dependencies, and relevant regulatory or policy requirements.
• Experience in complaints handling, designing effective service desk procedures, and driving improvements in customer experience.
• Practical experience in service desk platform administration, including configuration, reporting, knowledge base management, and workflow optimisation.

Additional Information

• Occasional out-of-hours support may be required during incidents or high-demand periods.
• Occasional travel to other sites or supplier meetings may be required.
• Continuous Professional Development: Ongoing training may be required to maintain competence in service management, compliance, and platform operations.

This list is not exhaustive.

Person specification

Essential criteria

• Proven experience managing a customer-facing helpdesk/service desk function in a high-volume environment.
• Ownership of Incident, Request, Problem, and Change processes, including major incident management (P1/P2) and post-incident reviews.
• Excellent communication and stakeholder engagement skills across technical and non-technical audiences.
• Ability to analyse data, identify trends, and implement practical, measurable solutions.
• Comfortable working with digital platforms, managing user access, and supporting system processes and configurations.
• Knowledge of compliance standards (GDPR and GDP) and operational risk management, including least-privilege access and audit readiness.

Desirable criteria

• Understanding of vaccine distribution, medical consumables, or healthcare logistics.
• Familiarity with service management methodologies
• Ability to motivate and manage teams under pressure, particularly during incidents or high-demand periods.
• Experience with ManageEngine ServiceDesk Plus or comparable service desk platforms
• Experience in service transition, release/change management, and CAB participation.
• Data/BI skills (e.g., Excel/Power BI) for dashboards and performance analysis.

Benefits

Alongside your salary of £37,749, UK Health Security Agency contributes £10,935 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles and will assess your Behaviours, Strengths, Ability and Experience.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the listed 6 essential criteria, and this will be in the form of a:

• Application form (‘Employer/ Activity history’ section on the application)
• 1000 word supporting statement.

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V –please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.

Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words. We will not consider any words over 1000 words.

Longlisting: In the event of a large number of applications we will longlist into 3 piles of:

• Meets all essential criteria
• Meets some essential criteria
• Meets no essential criteria

If used, the pile ‘Meets all essential criteria’ will proceed to shortlisting.

Shortlisting: In the event of a large number of applications we may conduct an initial sift, on the lead criteria of:

• Proven experience managing a customer-facing helpdesk/service desk function in a high-volume environment.
• Ownership of Incident, Request, Problem, and Change processes, including major incident management (P1/P2) and post-incident reviews.

Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates.

If you are successful at this stage, you will progress to interview & assessment.

Feedback will not be provided at this stage.

Stage 2: Interview

You will be invited to a single face to face interview.

If face to face interviews are planned, in exceptional circumstances, we may be able to offer a remote interview.

Behaviours, Strengths, Ability, Experience will be tested at interview via questions and presentation.

There will be a 5 minute Presentation. The presentation topic will be as follows: As Helpdesk Manager, you will lead a team responsible for delivering a high-quality, customer-focused service for the ImmForm platform. Please outline how you would ensure operational resilience and continuous improvement in the Service Desk function, while maintaining compliance with GDP and GDPR standards. Include how you would engage stakeholders and motivate your team during periods of high demand or major incidents.

The Behaviours tested during the interview stage will be:

• Managing a Quality Service (Lead Behaviour)
• Making Effective Decisions
• Changing and Improving
• Working together

Interviews dates to be confirmed.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location

This role is being offered as hybrid working based at our core HQ in London. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month)working at our office. Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement

Successful candidates must pass a basic disclosure and barring security check before they can be appointed.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Baseline Personnel Security Standard.

Eligibility Criteria

External: Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).

Salary Information

If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Please note: The Chief Operating Officer (COO) group, where this role sits, is undergoing organisational change over the next 12–18 months. While the process is still in the planning stage, some roles may be affected by future restructuring. We are committed to keeping candidates informed and will share updates as they become available

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Timor Miakhel
• Email : timor.miakhel@ukhsa.gov.uk

Recruitment team

• Email : recruitment@ukhsa.gov.uk

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the UKHSA Complaints team via email at: Complaints@ukhsa.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Visit the Civil Service Commission website for further information: Home - Civil Service Commission

http://www.healthjobsuk.com/vacancy/7768463