Service Desk Manager in Swansea

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? 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.

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.
• 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.

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.