Service Desk Manager

Job summary

DSIT

At DSIT we’re all about improving people’s lives by maximising the potential of science & technology.

We accelerate innovation, investment and productivity through world-class science, research and development.

We use technology for good by ensuring new and existing technologies are safely developed and deployed across the UK, with the benefits more widely shared.

We are driving forward a modern digital government which gives citizens a more satisfying experience and their time back.

We do all this to enable the Government’s 5 national missions: kickstarting economic growth, making Britain a clean energy superpower, taking back our streets, breaking down barriers to opportunity and building an NHS fit for the future.

Above all, we focus on improving people’s lives. Whether it’s researching new treatments for disease, developing better batteries, reducing burdens through better public services, keeping children safe online, and much more, outcomes for citizens are at the heart of what we do.

Our Inclusive Environment

We offer flexible working benefits, employee well-being support and a great pension. We are enormously proud to be a Disability Confident Leader employer. We support candidates with adjustments throughout our recruitment process. Information about disability confidence and just some examples of the adjustments that you can request can be found in the reasonable adjustment section below.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

Find Out More

We regularly run events where you can find out more about the department and tips for the application and interview process. You can sign up for upcoming events here: https://forms.office.com/e/Jae3B4w7xm

You can also follow our LinkedIn Page: https://www.linkedin.com/showcase/dsitcareers/

Job description

The Role and Our Team

DSIT is delivering a secure analytical platform to improve access to tools and data for analysts—this role will set up and coordinate the Support Desk, ensuring users can request changes and resolve any issues in a timely way.

Why we’re building an analytical platform
High-quality analysis is central to DSIT’s mission—shaping UK policy on AI, telecoms, science, and emerging technologies. However, analysts across the department face avoidable barriers: fragmented data, duplication between teams, inconsistent formats, and limited access to secure, scalable tooling.

To address this, DSIT is developing a new in-house analytical platform. This platform will ensure analysts have:

• Timely, reliable access to high-value datasets

• The tools needed to carry out reproducible, secure, and efficient analysis

• A clear process for procuring, ingesting, and sharing data

• A shared environment that reduces duplication and enables joined-up insights across teams

The platform design is based heavily on the Ministry of Justice’s open-source Analytical Platform—widely recognised as a leading model across government—and has been adapted to meet DSIT’s needs as the digital centre of government.

To ensure users can effectively work on the analytical platform, a dedicated Support Desk will be established to handle issues and change requests. This will be a brand-new function built from the ground up, designed to resolve problems, identify improvements, and continuously enhance both the technical platform and the service it provides.

The post holder will lead the creation and management of this Support Desk during product development, designing the procedures and policies needed for it to operate smoothly as a business‑as‑usual service once the platform goes live. Working directly to the Product Owner, they will have significant autonomy to shape and develop all aspects of the Support Desk function.

Person specification

Key Responsibilities

Design and develop the processes underpinning a Support Desk – including:

- Developing policies and systems for how to triage tickets.

- Designing process maps to track the process of tickets raised to completion.

- Determining escalation routes.

- Developing any other processes and procedures that underpin the service desk function.

Manage the response to critical issues that may arise over time and coordinating technical team members to resolve blockers and ensuring users are kept informed of progress at the appropriate level for the issue.

Log issues upon resolution or escalation to create a record to inform future debugging and develop a Knowledge base so future users have a place to reference and understand the development process.

Ensure excellent user experience of the Support Desk, seeking feedback and taking ownership of delivering improvements to the support desk function and overseeing the delivery of improvements developed via the service desk.

Essential criteria

Ownership and Initiative: Confidence in working in ambiguity and taking responsibility for developing new systems and processes where none currently exist.

Problem Management: Excellent analytical problem-solving skills. You ask the right questions to understand issues from a technical standpoint and determine sensible next steps to resolve them. You can solve novel issues that require new or creative solutions, or in-depth investigation and data gathering.

Communication and Stakeholder Engagement: You have strong communication skills and liaise effectively with technical and non-technical colleagues. You are confident in working with stakeholders across analytical and digital professions.

User Focus: You have experience in proactively gathering user data and feedback at all levels to understand where processes can be improved, and how to act upon this feedback and data to change and shape the delivery of the product.

Cross‑disciplinary roles awareness: Awareness of the technical nature of different digital roles, such as Product Managers, Software Engineers and Data Engineers to allow effective engagement with those team members.

Desirable criteria

Experience running a Support Desk for a technical product.

Experience using Support Desk ticketing systems.

Experience of data and analysis platforms.

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together

Technical skills

We'll assess you against these technical skills during the selection process:

• Competency: Problem management (working)
• Competency: Customer service management (expert)
• Competency: Ownership and initiative (practitioner)

Benefits

Alongside your salary of £40,415, Department for Science, Innovation & Technology contributes £11,708 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

The Department for Science, Innovation and Technology offers a competitive mix of benefits including:

• A culture of flexible working, such as job sharing, homeworking and compressed hours.
• Automatic enrolment into the Civil Service Pension Scheme, with an employer contribution of 28.97%.
• A minimum of 25 days of paid annual leave, increasing by 1 day per year up to a maximum of 30.
• An extensive range of learning & professional development opportunities, which all staff are actively encouraged to pursue.
• Access to a range of retail, travel and lifestyle employee discounts.
• A hybrid office/home based working model where staff will spend a norm of 40-60% of their time in the office (minimum of 40%) over a month with flex dependent on balancing business and individual need.

Office attendance

The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The current expectation for staff is to attend the office or non-home based location for 40-60% of the time over the accounting period.

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 (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

As part of the application process, you will be asked to complete a CV and personal statement.

Further details around what this will entail are listed on the application form.

Please use your personal statement (in no more than 750 words) to describe how your past experience relate to the essential criteria outlined in this job description, focusing on your most recent career history.

Applications will be sifted on CV and personal statement.

In the event of a large number of applicants, applications will be sifted on the CV only.

Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

The interview will consist of behaviour and technical-based questions.

Sift and interview dates

Sift and interview dates to be confirmed.

Further Information

Reasonable Adjustment

We are proud to be a disability confident leader and we welcome applications from disabled candidates and candidates with long-term conditions.

Information about the Disability Confident Scheme (DCS) and some examples of adjustments that we offer to disabled candidates and candidates with long-term health conditions during our recruitment process can be found in our DSIT Candidate Guidance. A DSIT Plain Text Version of the guidance is also available.

We encourage candidates to discuss their adjustment needs by emailing the job contact which can be found under the contact point for applicants' section.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

If successful and transferring from another Government Department a criminal record check may be carried out.

New entrants are expected to join on the minimum of the pay band.

A location-based reserve list of successful candidates will be kept for 12 months. Should another role become available within that period you may be offered this position.

Candidates who meet the minimum benchmark may be placed on a Reserve List for consideration for similar roles, including those at a lower grade. Candidates who narrowly miss the benchmark and are not placed on the Reserve List may still be considered for an offer in a similar role at a lower grade.

Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.

Any move to the Department for Science, Innovation and Technology from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

DSIT does not normally offer full home working (i.e., working at home); but we do offer a variety of flexible working options (including occasionally working from home).

DSIT cannot offer Visa sponsorship to candidates through this campaign.

DSIT holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/ Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

Existing Civil Servants and applicants from accredited NDPBs are eligible to apply,and can be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

Feedback

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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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 : Rachel Dunne
• Email : rachel.dunne2@dsit.gov.uk

Recruitment team

• Email : dsitresourcing.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel that your application has not been treated in accordance with the recruitment principles, and wish to make a complaint, then you should contact in the first instance DSITrecruitment.grs@cabinetoffice.gov.uk . If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: Click here to visit Civil Service Commission/Complaints.

Attachments

DSIT T&Cs v1.2 Opens in new window (docx, 179kB)