At a Glance
- Tasks: Lead second line support teams and ensure high-quality digital services for courts.
- Company: Join HM Courts and Tribunals Service, a vital part of the justice system.
- Benefits: Competitive salary, career development, and the chance to make a real difference.
- Other info: Dynamic role with opportunities for continuous improvement and team development.
- Why this job: Shape user-focused digital support and enhance critical services across England and Wales.
- Qualifications: Experience in IT support leadership and strong communication skills required.
Location: National
Join HM Courts and Tribunals Service (HMCTS) and help keep critical digital services running for courts and tribunals across England and Wales. This is a key leadership role where you'll shape how support services are delivered, ensuring users get fast, effective and reliable help when they need it most.
About the role
As a Second Line Support Desk Manager, you'll lead service desk operations supporting digital products used across HMCTS. Working as part of the wider Live Operations team, you'll play a central role in shaping and delivering a modern, user-focused digital support model. You'll manage teams across service desk and digital support functions, ensuring services are well-coordinated, high-performing and continuously improving. This is a role where leadership, communication and service quality are key.
What you'll be doing:
- Lead and manage second line support teams, setting direction and priorities
- Oversee the delivery of reliable, high-quality digital support services
- Take ownership of incidents, ensuring issues are resolved quickly and effectively
- Monitor and improve service performance against SLAs and KPIs
- Identify opportunities to improve services, including automation and process improvements
- Work closely with stakeholders, suppliers and delivery teams
- Ensure services are secure, compliant and aligned to business needs
- Develop and support team capability, creating a positive and high-performing culture
What we're looking for:
- Experience leading service desk or IT support functions in complex organisations
- Strong understanding of service management frameworks (e.g. ITIL)
- Proven ability to improve services and deliver excellent customer outcomes
- Confident working with stakeholders and multidisciplinary teams
- Strong communication and influencing skills
- Experience managing performance, SLAs and service delivery
- Ability to solve problems, analyse issues and drive improvements
- Either a strong technical background or a solid understanding of digital service environments
Interested? This partner post gives you a quick overview. Click through to the full Civil Service Jobs advert to find out more and apply.
Second Line Support Service Desk Manager - HM Courts and Tribunals Service - SEO employer: Government Digital & Data
Joining HM Courts and Tribunals Service (HMCTS) means becoming part of a dedicated team that plays a vital role in maintaining essential digital services for courts and tribunals across England and Wales. With a strong focus on leadership, collaboration, and continuous improvement, you'll find a supportive work culture that values your contributions and encourages professional growth. The opportunity to lead innovative service desk operations in a national context not only enhances your career but also allows you to make a meaningful impact on the justice system.
Contact Detail:
Government Digital & Data Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Service Desk Manager - HM Courts and Tribunals Service - SEO
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at HMCTS or similar organisations. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk management and digital support. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've led teams and improved service delivery. This will demonstrate your capability to manage second line support effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Second Line Support Service Desk Manager - HM Courts and Tribunals Service - SEO
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your leadership experience in service desk operations and any relevant IT support roles to show us you’re the right fit.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about this role. Share specific examples of how you've improved service delivery or led teams, and don’t forget to mention your understanding of service management frameworks like ITIL.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to convey complex information clearly. Use straightforward language and structure your application well to demonstrate your skills.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re keen on joining our team!
How to prepare for a job interview at Government Digital & Data
✨Know Your Service Management Frameworks
Make sure you brush up on your knowledge of service management frameworks like ITIL. Be ready to discuss how you've applied these principles in past roles, especially in leading service desk operations.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience in managing second line support teams. Think about specific situations where you set direction, prioritised tasks, or improved team performance.
✨Demonstrate Problem-Solving Abilities
Be ready to talk through your approach to resolving incidents and improving service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your analytical skills.
✨Engage with Stakeholders
Since this role involves working closely with stakeholders, practice how you'll communicate your ideas effectively. Prepare to discuss how you've influenced decisions or collaborated with multidisciplinary teams in the past.
