Service Desk Manager

Location MOD Corsham (Please note that you will be required to attend the office at least 4 days per week).

About the job

Defence Digital ensures our Armed Forces remain among the most technologically advanced in the world. We do this by putting innovative and effective technology into the hands of over 200,000 users, from the boardroom to the front line. We lead on cutting-edge data science, automation, and cybersecurity at scale. Our mission goes beyond the battlefield by leading humanitarian efforts and driving digital innovation that impacts lives across the globe. Defence Digital forms part of Strategic Command which manages the MOD’s joint capabilities for the Army, RAF, and Royal Navy.

Are you passionate about providing exceptional customer service and resolving issues? Join Defence Digital as a Service Desk professional, where your role will be pivotal in supporting us to help prepare and co-ordinate Defence Digital’s corporate services. You will be responsible for managing the team that delivers a wide variety of corporate services to the business including the provision of accounts, licences, purchases, and some assets. The resourcing and development of the team, including addressing any team-related issues and implementing solutions to improve productivity. You will also be responsible for managing workloads and intervening in any escalations of requests. A hands-on role, where customer satisfaction is at the heart of all that is done, the incumbent will be expected to react quickly to issues and implement appropriate and satisfactory solutions.

Responsibilities:

• Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that Defence Digital derives maximum value from services.
• Management of electronic payments, including making payments, managing the workload, extracting management information, and ensuring compliance.
• Maintain and improve customer satisfaction and the customer experience.
• Manage and ensure delivery of services, the provision of appropriate and timely management information to senior members of staff and Defence Digital boards.
• Be aware of, and communicate, changes within Defence Digital that impact on the work of the team and change systems and processes accordingly.
• Intervene in customer queries and escalations, ensuring a mutually satisfactory solution for both parties.

We are looking for someone with outstanding interpersonal skills who excels in collaborating with diverse, delivery-focused teams and possesses excellent customer management abilities. You will actively engage with the broader community, sharing your expertise and experiences with colleagues in Defence Digital and the wider Government as needed. As part of this position, you will join a committed team offering guidance and assistance to both internal and external clients. Your role will require customer management skills, solid experience in managing a medium sized team with a focus on delivering corporate services, adept problem-solving skills, and strong analytical capabilities.

When submitting your CV, please highlight your career history and experience relevant to this role. Additionally, refer to the Things You Need to Know section of the advert and provide a personal statement (max. 1250 words) demonstrating the essential criteria listed below:

• Proven experience in managing diverse teams.
• Demonstrated ability in delivering corporate services.
• Demonstrated success in managing and implementing improvements.
• Proven experience in managing electronic payment systems.

Hybrid Working

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity. Requirements to attend other locations for official business or work in another MOD office will also count towards this level of attendance. The successful candidate is required to carry out all their duties from a UK location and cannot do so from an overseas location at any time.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours and Experience. We will assess you against these Behaviours during the interview process:

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace
• Working Together

Please note, if you are selected for an interview, it will be held face to face at MOD Corsham. We will try and offer as much flexibility as we can, but it may not be possible to offer alternative dates for interviews or assessments. Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service