Service Desk Manager
Supporting the UK Public Sector
A service desk manager oversees first- and second-line technical support for all departmental IT applications, services, and end-user computing, including multi-function devices and specialised equipment. The role also involves supporting ICT services and providing technical advice to project teams, ensuring public services remain consistent.
Key Responsibilities
- Manage the service desk team to ensure efficient and effective technical support to end-users.
- Oversee the resolution of technical issues, prioritizing and managing workloads to ensure timely response and resolution.
- Develop and implement service desk policies, procedures, and best practices to maintain high standards of service delivery.
- Monitor and report on service desk performance, using metrics to identify areas for improvement.
- Collaborate with other IT teams to facilitate seamless delivery of ICT services and support.
- Provide technical guidance and support to project teams to meet ICT requirements.
- Manage multi-function devices and specialised equipment, ensuring proper operation and maintenance.
- Maintain an inventory of IT assets and manage software licenses.
- Ensure compliance with public sector IT policies, security protocols, and data protection regulations.
- Coordinate with external vendors and service providers as needed.
- Develop and deliver training programs for end-users to enhance their IT skills and knowledge.
- Stay informed about emerging technologies and industry trends to continuously improve service delivery.
Skills & Qualifications
- Proven experience in a similar role within the public sector, with a strong understanding of public sector IT requirements and challenges.
- Excellent leadership and team management skills, with the ability to motivate and develop staff.
- Strong technical knowledge and problem-solving skills.
- Experience in developing and implementing IT service management frameworks, such as ITIL.
- Excellent communication and interpersonal skills, with the ability to liaise effectively with stakeholders at all levels.
- Strong organisational skills and the ability to manage multiple priorities and deadlines.
- Knowledge of data protection regulations and IT security protocols.
- Experience with managing ICT budgets and procurement processes.
- Certification in ITIL, CompTIA, or other relevant IT certifications is desirable.