Service Desk Manager 6 views

As Service Desk Manager you will be responsible for leading a large team to manage Service Desk functions. You will act as the first point of contact in responding to customer queries from internal and external sources in a timely manner. You will efficiently and effectively handle issues with online services and manage incidents whilst maintaining continuous communication with key stakeholders.

You will also be accountable for day-to-day management, resource planning and work allocation to meet agreed service levels. You will draft and maintain policies, standards and procedures for the customer service or service desk functions, including Incident & Problem Management. You will set direction, adapting service desk provision and roles in accordance with the changing demands of DVLA technologies and IT services change, ensuring effective and efficient management and continual improvement of Service Desk processes.

Responsibilities

Your responsibilities will include but will not be limited to: 

• Leading the development, implementation, maintenance and improvement of Service Desk, Access Request, Incident and Problem Management policies, processes, procedures and standards in support of IT Operation and Service Transition (ITOST) and IT Services (ITS) objectives.
• Managing Service Desk, Access Management, Request Fulfilment, Incident and Problem Management resource requirements to support the demand management pipeline.
• Ensuring the provision of effective Service Desk processes that include:
  • User query/issue handling – ensuring user queries or issues are gathered, validated, and prioritised for further processing.
  • Communicating with users – ensuring that various types of information are communicated to users through the appropriate channel(s).
  • Optimisation – ensuring improvement through analysis, reviews, and reporting, as well as through automation, competence and skill building, and knowledge sharing.
• Providing effective management across the team, regularly assessing knowledge, skills, behaviours and capability against the Skilled Framework for the Information Age (SFIA) skills matrix, Government Digital Service (GDS) skills matrix and Civil Service Behaviour Framework to develop gap analyses for training and development purposes, succession planning and talent management.
• Contributing to the ITOST strategic plan and produce and maintain a plan for Incident and Problem Management.
• Working with peers and colleagues across ITOST, including Senior Management to set direction and priorities and to contribute to the ITOST strategy and business plan.
• Ensuring daily cover is provided to meet business requirements and on an exceptional basis be available to work unsociable hours to meet one off business demands. For example, if required during incident management.

For further information about the role please see the attached role profile.

Additional Information 

Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

We are looking for a hardworking and pro-active leader with a consistent record of success in people management. You will possess strong internal and external stakeholder engagement experience with the ability to influence across all grades, inside and outside the organisation.

You will have good communication and influencing skills and be highly organised with the ability to prioritise a full workload. You will also be a skilled communicator and effective decision maker who is focused, with attention to detail.

If you do not already hold the qualifications listed on the role profile, then you must be willing to work towards these once in role.

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.