Locations: East Midlands (England), East of England, London (region), North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the Humber. This is a Nationally based role.
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, 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.
- Responsible for managing a team of 5 Senior Service Desk Analysts, 1 Knowledge Manager and indirect line management of 25 Service Desk Analysts.
- 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 development to advise on current issues.
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.
