Description Do you have the skills to be a Service Desk Manager? This position is situated within the IT Support Services Branch (ITSS) which is at the heart of providing support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams. Our Service Desk Managers are responsible for managing first and second-line technical support for all departmental IT applications and services across sites, including end-user computing. This includes multi-function devices and specialised IT equipment. You will also have the opportunity to build user relationships across the organisation managing a range of diverse service needs. Responsibilities Lead and develop a team of experts to deliver service improvements. Take accountability for issues that occur and be proactive in searching for potential problems. Ensure that the right actions are taken to investigate, resolve and anticipate problems. Coordinate the team to investigate problems, implement solutions and take preventive measure. Responsibilities Success Profile Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Technical / Professional Skills: We will assess you against the following technical skills during the selection process: Customer service management - Expert This role is aligned to the Service Desk Manager within the IT Operations. You can find out more about the skills required, here. Experience: You’ll have demonstrable experience in a Senior IT Service management role, with the following additional skills and/or strong experience in: Ensure support of existing and emerging information and communications technology (ICT) services, and provide technical advice to project teams. Manage and monitor service desk service level agreements (SLAs) and performance. Demonstrable skills of managing and successfully improving the technical capability and user focus of teams. proving a team who provides first- and second-line technical support. Behaviours: Managing a Quality Service – Level 3 Making Effective Decisions – Level 3 You can find out more about Success Profiles Behaviours, here. Qualifications How to apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above. If invited for further assessment, this will consist of an interview and DDaT assessment. The sift is scheduled for w/c 17th March 2025. Interviews and DDaT Technical assessments are scheduled for w/c 31st March 2025 however these may be subject to change. About Us The 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 the UK 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 about what we offer. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. Working Pattern Our standard hours are 35 hours per week, we offer a truly flexible working including full-time, part-time, flexitime, and compressed hours meaning you could work your full hours while working less than 5 days per week. We embrace a hybrid working style meeting in person when it is useful to do so where all colleagues will spend time in Saughton House. If you have specific questions about the role you are applying for, please contact digitalcareersgov.scot DDaT Pay Supplement This post attracts a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 months DDaT competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are temporary payments designed to address recruitment and retention issues caused by market pressures and are subject to regular review. This post is part of the Scottish Government DDaT profession. As a member of the profession you will join the professional development system, currently BCS Role Mode plus. Equality Statement We 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 to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further Information Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. Apply before: 16th March (23:59)