Service Desk Lead

2 weeks ago

Sheffield, United Kingdom Department for Education Full time

**Details**:
**Reference number**:

- 320617**Salary**:

- £39,483**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- DFE - Operations and Infrastructure Group**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Compressed Hours**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Sheffield, Yorkshire and the Humber, S1 2FJAbout the job

**Job summary**:
At DfE, we are proud of the commitment we make to diversity and inclusion and of the progress we have made. We have active & vibrant staff networks, special leave policies and workplace adjustments put in place for those who need them. We are continuing to build a diverse DfE, in an inclusive environment which nurtures and realises potential in all, at all levels.

These are exciting times at the Department for Education. In 2023, we will continue to build services for all our users - children, adults, and those in social care.

Our diverse and inclusive culture reflects the society we live in. This helps us to achieve better outcomes for all our users.

We work in multi-disciplinary teams using Agile methods to innovate and radically improve services that:

- Raise education standards and provide the best start in life for children
- Support disadvantaged and vulnerable children and young people
- Drive economic growth

Equality and Diversity - Department for Education

As Service Desk Lead, you will report into the Head of User Support, working to ensure that users are able to effectively interact with DfE services through corporate IT. In this role you will lead the Service Desk, working with Service teams, departmental colleagues to deliver excellent user outcomes and a positive user experience.

**Job description**:

- Your team is the first point of contact for over 9,500 users, and key to the creation of a positive user experience. You will take operational responsibility for maintaining a business-critical service in a fast-paced, pressurised environment and you will stay calm under pressure.
- Triage
- Incident Management
- Request Fulfilment
- Continual Service Improvement

You will lead on ensuring across the team that incidents and requests are managed effectively, to a high standard and in line with agreed processes, SLA and performance targets.
- You will look for ways to improve processes and ways of working and work with others to find quicker resolutions; embedding a culture of continual service improvement as part of the team DNA.-
**Responsibilities**

In this role you will be required to demonstrate strong customer focus, professionalism, flexibility and commitment to delivery of user-centred outcomes.

You will be expected to:

- Managing the Service Desk working to prioritise workload and ensure the service operates in line with SLAs and driving to exceed user expectations and needs
- Reviewing the operation, activities and processes to embed a culture of continuous improvement
- Providing collaborative leadership of the Online support functions, managing and developing the team and individuals to create a high-performing team
- Working with the Head of User Support and Head of 2nd Line Support to shape and enhance the service offer, developing a clear and measurable roadmap for transformation and continuous improvement
- Work collaboratively with Service Teams, Service Operations and the department to understand the user journey, challenge deliver to continually improve the overall user experience
- Creating efficient and cost-effective resourcing of the functions, including shift and/or rotas.
- Analyse performance and service-related data, producing management reports and insights using these outputs to direct Service Desk activities and plans
- Champion the needs of users and service support with projects and service teams to ensure that changes to systems can be supported and are user-centred - assisting with testing, where appropriate. Act as the senior escalation for all issues, embedding a robust review and feedback mechanism for all interactions received. Establish and maintain excellent relationship with key stakeholders and acting as the first level of escalation**Person specification**:
**It is essential that you have the following**:

- Previous experience transforming and managing Service Desks, including in large complex organisations; leading a team providing support across a wide range of systems, products and tools.
- The ability to transform a team implementing best practice, user-centric approaches.
- Excellent knowledge IT Service Management frameworks such as ITIL and the role of Service Desks in managing and supporting services and their users.
- Proven ability to use data to make evidence-based decisions ensure your team is exceeding expectation, targets and outcomes.
- Great interpersonal skills and the ability to establish and maintain excellent relationship with

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