Service Desk Manager - Driver and Vehicle Standards Agency - HEO

Location

Newcastle-upon-Tyne, Nottingham, Swansea

About the job

Job summary

Can you remain calm under pressure and still maintain attention to detail?

Are you experienced in managing and developing teams?

If so, we’d love to hear from you!

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles. 

We’re working hard to:  

• make roads safer 
• improve services for our customers 
• make road transport greener and healthier 
• harness the potential of technology and data 
• grow and level up the economy 

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 DVSA

Job description

The Service Desk Manager is responsible for overseeing the day-to-day activities of the Service Desk ensuring users and business teams receive the support they require whilst delivering an outstanding level of customer service and user satisfaction.

The Service Desk Manager role is part of the Service Desk and reports to the Senior Infrastructure Ops Engineer, they have line management responsibility of the Service Desk Analysts.

Your responsibilities will include, but aren’t limited to:

• Instil a customer service culture of service excellence ensuring customer service levels and satisfaction are achieved.
• Ensure the team create and leverage knowledge and collaboration to derive increased efficiency and effectiveness.
• Responsible for ensuring Incidents and Requests are handled within SLA, and any escalations are handled and assigned to the appropriate team.
• Responsible for ensuring that Interactions are handled and updated with clear details.
• Responsible for ensuring that all Chats, Phone calls are actioned within SLA.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public. 

For further information on the role, please read the role profile which 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.

Person specification

You may hold or be willing to work towards the following qualifications:

1. ITIL V4 foundation or above
2. SDI Manager (Service Desk Accreditation)
3. ISO 20000

Required experience:

To be successful in this role you will need to have the following experience:

• Ability to remain calm under pressure, has a methodical approach with good attention to detail and can drive, self-motivation, and ability to work under own initiative.
• Experience of managing teams, both directly and virtually, in a mix structured environment.
• Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques.