External Developer Support Manager (Service Desk Manager)

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

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At HMRC, we are already one of the most digital advanced tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK. With 50 million customers to serve, over 60 thousand colleagues to support, and £600 billion to collect to fund UK Plc, our IT operation is huge!

For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

HMRC is made up of Customer Groups which are working independently towards one common goal. Our role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our digital delivery centres are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities.

We provide platforms for delivering Application Programming Interface (API) access to HMRC systems.

The Software Developer Support Team (SDST) supports external software developers, government departments and other API consumers to build and manage authorised software that seamlessly integrates with HMRC digital services. We work collaboratively across a range of technical and operational teams to provide high-quality support and continually improve the customer experience.

We use modern open-source products and work in an Agile way to deliver flexible, effective integration solutions.

Job description

As a Service Desk Manager within the Software Developer Support Team (SDST), you will play a key role in leading the day-to-day operation of a busy and customer-focused Service Desk, supporting external software developers, government departments and other API consumers who integrate with HMRC digital services.

You will be responsible for managing the workflow, performance and resources of a team of Service Desk Analysts, ensuring customer contacts are handled efficiently and service standards are maintained. Working closely with operational colleagues, line managers and stakeholders across SDST and wider HMRC teams, you will help ensure work is prioritised effectively, resources are deployed appropriately and operational objectives are achieved.

The role requires a proactive and motivated individual who can monitor service performance, analyse management information and identify trends, risks and opportunities for improvement. You will use customer feedback, performance data and operational insight to support decision-making, enhance working practices and drive continuous improvement across the Service Desk.

This is an exciting opportunity for someone who enjoys leading and developing people, solving operational challenges and delivering excellent customer service within a fast-paced environment. You will be expected to build strong working relationships, support colleagues to perform at their best and contribute to the ongoing development of the Service Desk function.

The successful candidate will be a confident communicator with strong leadership and organisational skills, capable of managing competing priorities while maintaining a positive, inclusive and high-performing team culture.

The position may involve people management responsibilities, including coaching, performance management and supporting the professional development of colleagues.

Person specification

Key Responsibilities

As a Service Desk Manager, your responsibilities will include, but are not limited to:

• Leading the day-to-day operation of the Service Desk, ensuring work is effectively prioritised and service levels are achieved.

• Supporting a team of Band O Service Desk Analysts, creating a positive, inclusive and high-performing working environment.

• Monitoring workloads, workflow, performance and resource allocation to ensure customer demand is effectively managed and operational priorities are delivered.

• Acting as an escalation point for complex customer issues, ensuring appropriate ownership, stakeholder engagement and timely resolution.

• Supporting service continuity activities and operational incident management during periods of increased demand, service disruption or major incidents.

• Ensuring operational processes are followed consistently and identifying opportunities to improve efficiency, effectiveness and customer experience.

• Monitoring service performance, developer feedback and management information to identify trends, risks and opportunities for improvement.

• Producing, analysing and interpreting management information to support decision-making, resource planning and service improvement activities.

• Working collaboratively with teams across SDST, CDIO and wider HMRC to maintain effective service delivery and achieve shared outcomes.

• Supporting business continuity, workforce planning and operational resilience activities to ensure the Service Desk remains equipped to meet business demand.

• Contributing to the onboarding, coaching and development of colleagues, supporting them to build capability, confidence and performance.

• Championing teamwork, continuous improvement and knowledge sharing across the Service Desk and wider operational team.

• Supporting the Senior Operational Manager in delivering operational objectives, organisational priorities and strategic initiatives.

Essential Criteria

• Leadership and Team Management: Experience of leading, motivating and developing individuals or teams to achieve performance objectives.

• Stakeholder Management: Experience of building and maintaining effective working relationships with a range of stakeholders to achieve shared outcomes.

• Operational Management: Experience of managing workloads, competing priorities and service delivery within a fast-paced operational environment.

• Continuous Improvement: Experience of reviewing processes, identifying opportunities for improvement and implementing practical solutions.

• Data Analysis and Decision Making: Experience of analysing performance information, identifying trends and using data to support decision making and improve outcomes.

• Communication Skills: Strong verbal and written communication skills, with the ability to communicate effectively with a wide range of audiences.

Desirable Criteria

• Experience of working within a Service Desk or customer support environment.

• Experience of performance management and people leadership.

• Experience of creating or using management information, dashboards or reporting tools.

• Experience of working within Agile, Digital or Technology environments.

• Experience of managing incidents, escalations or business continuity activities.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you