At a Glance
- Tasks: Lead a dynamic Service Desk team, ensuring top-notch support and service delivery.
- Company: Join HM Treasury's friendly and collaborative Financial Analytics Control and Technology team.
- Benefits: Enjoy flexible working hours, generous leave, and a strong pension scheme.
- Other info: Great opportunities for professional growth and a supportive team culture.
- Why this job: Make a real impact in government finance while developing your leadership skills.
- Qualifications: Experience in IT service delivery and a passion for user-centric support.
The predicted salary is between 43090 - 46500 £ per year.
Salary: National: £43,090 - £46,500. If the successful candidate is a current Civil Servant joining on level transfer, HM Treasury will honour their current substantive salary if higher. This role may be eligible for a Government Digital and Data allowance of up to £13,000. Any allowance is non-contractual and subject to a post‑appointment capability assessment, with awards determined by a moderation panel in line with the Government Digital and Data Capability Framework.
Contract Type: Permanent
Working Pattern: This post is available on a full time, part time or job share basis, and flexible working hours can be accommodated.
Location: Darlington (Feethams House) only
About the Team
The Financial Analytics Control and Technology (FACT) team is a friendly and collaborative team that sits within HM Treasury’s Public Spending Group and prides itself in developing professional expertise and working collaboratively with its wide range of partners. It provides financial reporting analytics, data management, training, business analysis and service improvement services to wider government. To enable these services the team manages and supports the Online System for Central Accounting and Reporting (OSCAR). OSCAR is an IBM Cognos based, cross‑government system which contains a detailed, multi‑year analysis of departmental spending and from which the Whole of Governments Accounts (WGA), Supply Estimates and other key outputs are produced.
OSCAR’s main objectives are:
- Be the single source for reliable, real time financial information for government.
- Increase our analytics and insight capability to support decision making.
- Enable the modernisation and standardisation of financial accounting and reporting.
- Reduce the time taken to produce statutory publications.
- Be capable of future development and expansion (e.g., to new datasets).
FACT comprises around 12 members of staff and provides exposure to colleagues across the breadth of the government finance function. The team fully supports learning, development and growth.
The key responsibilities of the post-holder will be:
OSCAR is His Majesty’s Online System for Central Accounting and Reporting. It has ~1800 end‑users, and they require a proficient service desk facility responsible for prioritising, allocating and resolving all service‑related tickets to our other OSCAR suppliers for resolution. This service desk is currently provided by an external service provider, and the post holder would lead the successful transition of that incumbent service to a new in‑house team. This role directs day‑to‑day functions, making sure users and business teams receive the support required. They deliver excellent customer service and promote user happiness.
On a typical day you will…
Customer Support and Service Delivery
- Lead the delivery of Service Desk operations, ensuring incidents, service requests and changes are managed effectively in line with agreed service management processes and standards.
- Take overall accountability for the Service Desk’s performance, ensuring services meet established service level agreements (SLAs), critical metrics, and business requirements.
- Coordinate the management of major incidents, ensuring seamless collaboration among resolver groups and timely communication with collaborators.
Stakeholder and Customer Relationship Management
- Build and maintain strong relationships with stakeholders, customers, suppliers and delivery teams to ensure a high‑quality, user‑focused service.
- Act as the primary escalation point for high‑impact issues, ensuring stakeholders are appropriately engaged and informed throughout.
- Represent the Service Desk in governance forums and senior collaborator discussions, providing clear updates on operational efficiency and issues.
Reporting, Records and Knowledge Management
- Own and ensure the integrity of service management data, including incidents, requests, assets and performance information.
- Use customer feedback, performance data and operational insights to identify service gaps and opportunities for improvement.
- Ensure audit, governance and compliance requirements are met across all Service Desk processes and records.
Leadership, Resourcing and Continuous Improvement
- Provide overall leadership and management of the Service Desk team, including line management responsibility for Service Desk Analysts.
- Handle workforce planning, rota design and resource allocation to ensure effective service coverage and resilience.
- Establish team capability through coaching, mentoring and development, fostering a high‑performing and user focused culture.
Service Strategy, Governance and Supplier Management
- Ensure alignment to IT operations frameworks (e.g. ITIL), embedding guideline across incident, problem, change and service management areas.
- Stay informed of industry developments and emerging technologies, finding opportunities to enhance service capability and efficiency.
The role will require technical ability:
- Demonstrable understanding of ITIL practices, including incident, problem, change and service level management.
- Strong understanding of IT service delivery frameworks and operating models.
- Experience using ITSM tools (e.g. Jira Service Management or similar) to handle service performance and operations.
- Understanding of supplier management and multi‑team service delivery environments.
Qualifications:
- SIAM Foundation - If you do not hold the qualification, you should be willing to achieve it within 12 months of joining if successful.
- ITIL v4 (or v5) Foundation - Required on application.
About You
We want you to have the ability to deliver a high‑quality IT support service by setting clear standards, ensuring accurate prioritisation of working and driving consistent outcomes that meet user and business needs as well as being able to pro‑actively identify improvement opportunities. We would like you to be able to demonstrate leadership by setting clear direction and standards for service delivery, supporting colleagues to understand priorities and contribute to share objectives. It's essential that you have experience of leading an IT Service Desk team to deliver a user centric service, focussed on quality and continuous improvement.
Some of the Benefits our people love!
- 25 days annual leave (rising to 30 after 5 years), plus 8 public holidays and the King’s birthday (unless you have a legacy arrangement as an existing Civil Servant).
- Additionally, we operate flexitime systems, allowing employees to take up to an additional 2 days off each month.
- Flexible working patterns (part‑time, job‑share, condensed hours).
- Generous parental and adoption leave packages.
- Access to a generous Defined Benefit pension scheme with employer contributions of 28%.
- Access to a cycle‑to‑work salary sacrifice scheme and season ticket advances.
- A range of active staff networks, based around interests (e.g. analysts, music society, sports and social club) and diversity.
For more information about the role and how to apply, please follow the apply link.
Service Desk Manager employer: HM TREASURY
HM Treasury is an exceptional employer, offering a supportive and collaborative work environment in Darlington, where employees can thrive both personally and professionally. With flexible working arrangements, generous leave policies, and a commitment to continuous learning and development, the Service Desk Manager role provides a unique opportunity to lead a dedicated team while contributing to vital government services. Employees benefit from a strong pension scheme and active staff networks, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HM TREASURY. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HM TREASURY before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HM TREASURY:Your cover letter is your chance to shine! Tell us why you want to work at HM TREASURY specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HM TREASURY!
How to prepare for a job interview at HM TREASURY
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
