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.