Service Desk Manager (Ref: 13067)

Job summary

This position is based Nationally

Job description

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.

Person specification

Please refer to Job Description

Behaviours

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

• Changing and Improving
• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service

Technical skills

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

• Capability skill 1: Customer Service Management
• Capability skill 2: User Focus,
• Capability skill 3: IT Service Reporting
• Capability skill 4: Service Focus
• Capability skill 5: Continual Service Improvement
• Capability skill 6: Problem Management
• Capability skill 7: Ownership & Initiative
• Capability skill 8: Service Management Framework Knowledge

Benefits

Alongside your salary of £42,914, HM Courts and Tribunals Service contributes £12,432 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

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.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

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

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).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

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 : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/13067?entityId=13067