# Service Desk Manager

**Company**: OFGEM
**Location**: City of Westminster, Greater London
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Flexible
**Salary**: GBP 52,397 - 62,699 per year
**Category**: IT
**Industry**: Energy

**Apply**: https://www.jobsgopublic.com/job/service-desk-manager-91848?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6cb1b465-476

## Description

Effective IT service management is critical to delivering reliable, secure and user-focused digital services across government. As a Service Desk Manager at Ofgem, you will lead the delivery of first- and second-line IT support, managing a team and ensuring high-quality service delivery aligned to business needs.

You will be responsible for:

- Leading the delivery of Service Desk operations

- Managing and developing a team of Service Desk analysts

- Monitoring and improving service performance against SLAs and KPIs

- Embedding ITIL best practice across Incident, Request and Problem Management

- Using service data to drive continual service improvement

- Overseeing rota planning and resource scheduling

- Maintaining knowledge bases and documented processes

- Providing technical advice to project teams

- Building strong relationships with internal stakeholders and external suppliers

- Supporting the integration of IT and estates services

- Managing supplier performance

We are looking for an experienced IT Service Desk Manager or Service Management professional with a strong track record of leading operational teams. You will be a confident leader with a passion for delivering excellent customer service and driving continuous improvement.

Requirements include:

- Proven experience managing IT service desk operations

- Strong leadership capability

- Experience managing service performance against SLAs and KPIs

- Sound understanding of ITIL frameworks

- Ability to analyse data and identify opportunities for improvement

- Strong stakeholder engagement and communication skills

- Experience working with third-party suppliers

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.

Alongside your salary of £52,397, OFGEM contributes £15,179 towards you being a member of the Civil Service Defined Benefit Pension scheme. Benefits include 30 days annual leave, excellent training and development opportunities, hybrid working, flexible working hours and family-friendly policies.

## Skills

### Required
- ITIL
- Service Management
- Leadership
- Communication
- Analytical skills

### Nice to have
- Service Improvement Initiatives
- Public Sector Digital Standards
- Estates Integration

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Source: [Apply at jobsgopublic.com](https://www.jobsgopublic.com/job/service-desk-manager-91848?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)