Title: Service Desk Manager

Location: London/Hybrid (2 days on site)

Length: 6 months

Rate: 360 - 400 (Inside IR35)

Scope

This is an unprecedented time for digital, data and technology specialists as government harnesses digital technologies, skills and tools to transform public services. There have never been more opportunities to work collectively and creatively as a profession to respond to the changing needs and expectations of millions of people and deliver services that are simple and easy to use.

The digital, data and technology profession comprises 15,000 colleagues across government, and is rapidly scaling up nationwide in line with our strategy.

In your capacity as a DDaT Service Manager you will join a network of digital, data and technology professionals that has developed into an essential forum for co-ordinating and driving transformation across government.

With your senior colleagues from other government departments, you will set standards and maintain a shared vision to deliver transformation. You will share best practice and drive collective efficiencies wherever possible; support and guide our cross-government programmes to build digital, data and capability; and make government a destination of choice for digital, data and technology professionals.

The Post

We are building a Digital, Data and Technology (DDaT) enabled organisation and will be at the forefront of government by showcasing best practice when dealing with data, digital and technology. Our more modern, insight-driven, innovative approach to DDaT will provide outstanding experiences at the right cost, quality and pace and ensure staff and wider government clients receive a top-quality and cost-effective digital & technology service.

Responsibilities

• Team Management
  • You will be responsible for general supervision of the team and provide support/training where required
• Service Desk Operations
  • You will ensure the accurate logging, categorisation, prioritising and resolution of incident/request fulfilment and problem management.
• Customer Service
  • You will offer outstanding and fluent communication
• Service Reporting
  • Produce relevant reports using Visio and have the ability to offer recommendations based on your reports

Required Background

• 3-5 years' experience as a Service Desk Manager
• You must be fully fluent in Microsoft Visio, with the ability to create diagrams and charts
• Have a strategic mindset to create documentation and offer process improvement where applicable
• You must be highly organised
• You must have outstanding communication and the ability to comfortably discuss with stakeholders of all seniorities

Desirable

• Public Sector background
• Understanding of the DDaT framework