Technical Service Desk Manager - GDS - SEO

Location

Manchester

About the job

Job summary

The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.

Our priorities are to drive a modern digital government, by:

1. joining up public sector services
2. harnessing the power of AI for the public good
3. strengthening and extending our digital and data public infrastructure
4. elevating leadership and investing in talent
5. funding for outcomes and procuring for growth and innovation
6. committing to transparency and driving accountability

We are home to the Incubator for Artificial Intelligence (I.AI), the world-leading GOV.UK and at the forefront of coordinating the UK’s geospatial strategy and activity. We lead the Government Digital and Data function and champion the work of digital teams across government.

We’re part of the Department for Science, Innovation and Technology (DSIT) and employ more than 1,000 people all over the UK, with hubs in Manchester, London and Bristol.

The Government Digital Service is where talent translates into impact. From your first day, you’ll be working with some of the world’s most highly-skilled digital professionals, all contributing their knowledge to make change on a national scale.

Join us for rewarding work that makes a difference across the UK. You'll solve some of the nation’s highest-priority digital challenges, helping millions of people access services they need

Job description

This is an exciting opportunity to be the Technical Service Desk Manager for the One Login programme. Reporting into the Senior Technical Service Desk Manager, the Technical Service Desk Manager will play a critical role in ensuring that the One Login service is operating as intended having responsibility for keeping reliant parties and the One Login for Government Technical Service Desk informed of events, actions and opportunities that are likely to impact their day-to-day activities, providing an essential interface with IT operational staff and other supporting referral groups.

As a Technical Service Desk Manager you’ll:

• act as the routine escalation contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution; 
• support the Technical Service Desk Analysts providing investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues;
• identify and engages with users / stakeholders to collate evidence, and understands and defines research which fits user needs. Working with Supplier Management, manages and monitors Service Desk service level agreements (SLAs/SLOs) and performance;
• initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required, determine the appropriate resolution and assist with its implementation; 
• translate user stories and propose design approaches or services to meet these needs, and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities;
• drive the analysis, identification, prioritisation and implementation of service improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. Uses data analytics skills to make decisions that enhance business performance;
• use results of customer satisfaction measurements to improve services and has successful relationships with the customer;
• take ownership of problems, and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.

Person specification

We are looking for an experienced Technical Service Desk Manager with strong technical skills and a proven track record of responding to major incidents.

We are interested in people who have:

• a proven track record of working in a Critical National Infrastructure (or comparable scale, profile, risk, complexity etc) live service environment
• experience of managing a technical service desk, preferably on a service that is comparable (i.e. scale, profile, risk, etc) to One Login, including managing external suppliers for Live Service, Change, Digital and IT delivery. Demonstrate knowledge of the life cycle or capability elements of ITIL 4 (Information Technology Infrastructure Library)
• a demonstrable track record of co-ordinating the response to major incidents, ensuring relevant prioritisation, focus on restoring the service and effective stakeholder engagement 
• experience in setting, monitoring and achieving performance criteria, with a focus on quality, efficiency, and customer satisfaction. Particular focus will be on the ability to ensure service targets, SLA's, and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery 
• excellent communication skills with a proven ability to build and maintain relationships with stakeholders at all levels