At a Glance
- Tasks: Lead a dynamic team delivering top-notch IT support across multiple locations.
- Company: Join Ofgem, a key player in the UK's energy system transformation.
- Benefits: Enjoy competitive salary, generous leave, and flexible working options.
- Other info: Be part of an ambitious journey towards a sustainable energy future.
- Why this job: Make a real impact on digital services while driving continuous improvement.
- Qualifications: Proven leadership in IT service management and strong stakeholder engagement skills.
Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London. We especially welcome applicants from Cardiff and Glasgow.
Across government, effective IT service management is critical to delivering reliable, secure and user‑focused digital services. A high‑performing service desk ensures that colleagues can work productively, systems remain available, and technical issues are resolved quickly and effectively. As organisations continue to adopt modern, hybrid working models, strong operational leadership and service excellence are essential. Ofgem plays a vital role in the UK’s energy system, protecting consumers and enabling a more secure, fair and sustainable energy future. Ensuring the resilience and performance of our internal IT services is key to supporting our people and delivering on this mission. Ofgem is on an ambitious transformation journey. Within the Digital, Data and Security Services (DDSS) directorate, we are strengthening our IT service management capability to support a modern digital organisation. This includes improving service performance, enhancing user experience, and integrating IT and estates support to create seamless services across our offices and technology platforms.
As a Service Desk Manager, you will lead the delivery of first‑ and second‑line IT support across Ofgem. You will manage a team supporting end users, applications, devices and on‑site technology, ensuring high‑quality service delivery aligned to business needs. You will drive service improvement, embed ITIL best practice and ensure services evolve to meet current and future demands. This is a key leadership role within a fast‑paced operational environment, requiring strong service management expertise, excellent stakeholder engagement and a focus on delivering outstanding user outcomes.
Responsibilities
- Leading the delivery of Service Desk operations, ensuring effective first‑ and second‑line support across all sites
- Managing and developing a team of Service Desk analysts, fostering an inclusive and high‑performing culture
- Monitoring and improving service performance against SLAs and KPIs
- Embedding ITIL best practice across Incident, Request and Problem Management
- Using service data, user feedback and performance metrics to drive continual service improvement
- Overseeing rota planning and resource scheduling to support hybrid and on‑site working requirements
- Maintaining knowledge bases and documented processes to ensure consistent service delivery
- Providing technical advice to project teams on service readiness and ongoing support
- Building strong relationships with internal stakeholders and external suppliers to enable joined‑up service delivery
- Supporting the integration of IT and estates services, including sustainability and workplace initiatives
- Managing supplier performance and ensuring alignment with service expectations
Qualifications
An experienced IT Service Desk Manager or Service Management professional with a strong track record of leading operational teams in complex environments. You will be a confident leader with a passion for delivering excellent customer service and driving continuous improvement. You may come from a service desk, IT operations or service management background, but you will demonstrate:
- Strong leadership capability, with experience developing and motivating teams
- Experience managing service performance against SLAs and KPIs
- Sound understanding of ITIL frameworks and service management best practice
- Ability to analyse data and identify opportunities to improve service delivery
- Strong stakeholder engagement and communication skills
- Experience working with third‑party suppliers and service providers
An ITIL qualification (e.g. ITIL v4 Foundation) is expected, or a willingness to achieve this within 6 months. Experience of service improvement initiatives, estates integration, or working in a public sector or regulated environment would be beneficial. This is an opportunity to play a key role in enabling Ofgem’s digital services by ensuring reliable, high‑quality IT support across the organisation. You will help create a service desk function that is responsive, efficient and continuously improving, supporting colleagues to deliver on Ofgem’s mission at a critical time of change.
Person specification
- Professional Expertise - Demonstrated capability in leading an enterprise‑wide team in IT service operations, with a track record of high performance and delivery in previous roles (Lead Criteria)
- ITIL Knowledge & Application - Strong working knowledge of ITIL processes with a requirement to hold currently or to obtain a minimum of ITIL v4 Foundation within 6 months of role acceptance (Lead Criteria)
- Service Delivery Management - Experience managing end‑to‑end IT service delivery, with accountability for performance against KPIs and service expectations.
- Stakeholder Engagement - Proven ability to build and manage effective working relationships with internal and external stakeholders, including influencing service reporting and improvement discussions
- Problem Resolution Leadership - Experience leading teams in diagnosing and resolving technical issues, with a focus on improving service desk performance and user outcomes.
- Experience in Service Improvement Initiatives - Exposure to or involvement in continuous improvement activities, including identifying and implementing changes to enhance service desk performance or user experience.
- Understanding of Public Sector Digital Standards - Awareness of government digital service standards, accessibility requirements, or experience working within a regulated or policy‑driven environment.
Behaviours
- Leadership
- Developing Self and Others
- Managing a Quality Service
Benefits
Alongside a salary of £49,452, Ofgem contributes £14,326 towards membership in the Civil Service Defined Benefit Pension scheme. Benefits include: 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension; hybrid working (currently 1 day a week in the office but this is reviewed), flexible working hours and family friendly policies; and other benefits such as clean and bright offices, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ofgem values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ofgem might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ofgem!
✨Direct Apply to Ofgem
Let's not forget to apply directly through the Ofgem website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ofgem.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ofgem. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ofgem
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
