Second Line Support Service Desk Manager - HM Courts and Tribunals Service - SEO
Government Digital & Data -
Full-time (Permanent)
£42,914 - £53,081
Published on
20 May 2026
Deadline
1 June 2026
Location: National
Join HM Courts and Tribunals Service (HMCTS) and help keep critical digital services running for courts and tribunals across England and Wales. This is a key leadership role where you’ll shape how support services are delivered, ensuring users get fast, effective and reliable help when they need it most.
About the role
As a Second Line Support Desk Manager, you’ll lead service desk operations supporting digital products used across HMCTS. Working as part of the wider Live Operations team, you’ll play a central role in shaping and delivering a modern, user-focused digital support model.
You’ll manage teams across service desk and digital support functions, ensuring services are well-coordinated, high-performing and continuously improving. This is a role where leadership, communication and service quality are key.
What you’ll be doing
- Lead and manage second line support teams, setting direction and priorities
- Oversee the delivery of reliable, high-quality digital support services
- Take ownership of incidents, ensuring issues are resolved quickly and effectively
- Monitor and improve service performance against SLAs and KPIs
- Identify opportunities to improve services, including automation and process improvements
- Work closely with stakeholders, suppliers and delivery teams
- Ensure services are secure, compliant and aligned to business needs
- Develop and support team capability, creating a positive and high-performing culture
What we’re looking for
- Experience leading service desk or IT support functions in complex organisations
- Strong understanding of service management frameworks (e.g. ITIL)
- Proven ability to improve services and deliver excellent customer outcomes
- Confident working with stakeholders and multidisciplinary teams
- Strong communication and influencing skills
- Experience managing performance, SLAs and service delivery
- Ability to solve problems, analyse issues and drive improvements
- Either a strong technical background or a solid understanding of digital service environments
Interested?
This partner post gives you a quick overview
Click through to the full Civil Service Jobs advert to find out more and apply.
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