Senior Service Desk Manager

DescriptionAre you an IT professional who excels in providing technical advice to a range of stakeholdersThis role is located in Digital Directorate in the Statistics & Data Access Division headed by the Chief Statistician. The post sits within the Data Platforms team within the Data for Research Platforms and Legislation Unit. The Data Platform team provides services to the rest of the Scottish Government Analytical team providing access to additional tools supporting the analysts that are not available in the General Scots build. These tools are the Analytical Data Management (ADM) and the Analytical Workbench (AWB). Additional specific tooling is also provided that supports the creation of National Datasets from the 32 Local Authorities.As Service Desk Manager you will be responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites including end-user computing which includes multi-function devices and specialised IT equipment. You will be responsible for ensuring support for existing and emerging information and communications technology (ICT) services including providing technical advice to project teams. You will also be expected to build user relationships across the organisation managing a range of diverse service needs.ResponsibilitiesIdentify process optimisation opportunities with guidance and contribute to theimplementation of proposed solutions.Take responsibility for the full range of customer service functions including reviewingcustomer service satisfaction.Investigate which processes can be automated and the ways to do so.Take accountability for issues that occur and be proactive in searching for potentialproblems.Initiate and monitor actions to investigate patterns and trends to resolve problems.Effectively consult specialists where required.Determine the appropriate remedy and assist with its implementation.Use your data analytics skills to enhance business performance.Understand the core technical concepts related to the role and apply them withguidance.Offer recommendations on the best tools and methods to use.ResponsibilitiesSuccess ProfileSuccess profiles are specific to each job and they include the mix of experience skills and behaviours candidates will be assessed on.Experience:Strong operational and technical understanding of organisational IT policies and systems.Responsible for the resourcing and development of the team including thepreparation and co-ordination of service transition activities.Demonstrable skills of managing ateam who provides first- and second-line technical supportExperience is assessed at sift along with a more in-depth assessment at interview.Technical Skills:This role is aligned to the Service Desk Manager role within the DDaT IT Operations job family.You can find out more about the skills required here.These skills are assessed by technical assessment designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed plus the method of assessment.BehavioursManging a Quality Service Level 3You can find out more about Success Profiles Behaviourshere.Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.How to applyApply online providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the four Experience criteria listed in the Success Profile above.Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.Please see ourcandidate guidance for more information on acceptable and unacceptable uses of AI in recruitmentThe sift is scheduled for w/c 06/10/2025.Interviews and DDaT Technical assessments are scheduled for w/c 20/10/2025 however these may be subject to change.QualificationsAbout usThe Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including education health the economy justice housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.Our staff are part of theUK Civil Service working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more aboutwhat we offer.As part of the UK Civil Service we uphold theCivil Service Nationality Rules.Working patternOur standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role. From October 2025 the Scottish Government will require staff in hybrid-compatible roles to work in-person 40% of the time either in an office or other agreed work location. If you have specific questions about the role you are applying for please contact DDaT Pay SupplementThis post is part of the Scottish Government Digital Data and Technology (DDAT) profession as a member of the profession you will join the professional development system. This post currently attracts a 5000.00 annual DDAT pay supplement applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded.Security ChecksSuccessful candidates must complete the Baseline Personnel Security Standard (BPSS) before they can be appointed. BPSS is comprised of four main pre-employment checks Identity Right to work Employment History and a Criminal Record check (unspent convictions).You can find out more about BPSS on theUK Government website or read about the different levels of security checks in ourCandidate Guide.Equality StatementWe are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.Find out more about our commitment todiversity and how we offer and supportrecruitment adjustments for anyone who needs them.Further informationFind out more about our organisation what we offer staff members and how to apply on our Careers Website.Read our Candidate Guidefor further information on our recruitment and application processes.Apply Before: 28th September 2025 (23:59) - This role is open to internal candidates and Common Citizenship organisations only.Required Experience:Manager Key Skills Editorial,Catering,B2C,Camp,Computer Engineering Employment Type : Full-Time Experience: years Vacancy: 1