Service Desk Manager

Job summary

Can you lead our 5-star World Class Service desk?

Would you like to work in an environment where no two days are the same?

Have you driven service improvements that make a genuine difference?

If so, we’d love to hear from you!

The Driver and Vehicle Licensing Agency (DVLA) are looking for a Service Desk Manager to join their award-winning team that recently secured a 5-star World Class Certification by the Service Desk Institute. This makes DVLA’s Service Desk one of seven organisations worldwide to hold this accolade, and the only Government organisation to do so. Find out more about what makes our Service Desk world-classhere.

This role will provide you with a fantastic opportunity to deliver a key function at the front line of IT services within DVLA, as well as externally to our corporate customers and other government departments.

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 and 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 DVLA - Driver and Vehicle Licensing Agency - Department for Transport Careers

Job description

As Service Desk Manager you will be responsible for leading a large team to manage Service Desk functions. Your team 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 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 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, ensuring effective and efficient management and continual improvement of Service Desk processes.

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

• Ensure support of existing and emerging ICT services, providing technical advice to project teams, and ensuring the support team undertakes development to advise on future projects and current issues, while managing and monitoring Service Desk SLAs and performance.
• Manage the development, implementation, maintenance and continuous improvement of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management policies, processes, procedures and standards, acting as Process Owner to ensure optimal end-to-end performance, and managing resource requirements to support the demand management pipeline.
• Ensure the provision of effective Service Desk processes that include; User query/issue handling - ensuring user queries or issues are captured, validated, and triaged 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, knowledge sharing.
• Produce effective management reporting in support of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management.

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 an in-depth insight into the role please refer to the Role Profile.

For further information on the role, please read the attached role profile. Please note that the role profile 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

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

• You will be a 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 levels both inside and outside the organisation.
• You will be organised with the ability to prioritise a full workload and make focused decisions 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.

Additional Information

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 53 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.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.

Working hours, office attendance and travel requirements

This role is full time only. Full time roles at DVLA consist of 37 hours per week.
This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Security Check

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check. To allow for meaningful checks to be carried out, candidates will be required to have at least 5 years continuous residency in the UK. Al