Description Looking for a career as a service desk manager? Service desk managers are responsible for managing the 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. As Service Desk Manager, you will be expected to build user relationships across the organisation managing a range of diverse service needs. In this role, you will be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams. Responsibilities Take accountability for issues that occur and be proactive in searching for potential problems. Direct line management of the team of IT Service Desk Analysts and 1 Service Desk team lead. Continual mentoring and development of staff and solving complex technical problems escalated by the team. Ensuring that incidents are handled according to agreed procedures. Investigate escalated incidents to responsible service owners and seek resolution. 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: Continual service improvement - Working Customer service management - Expert Ownership and initiative - Practitioner Problem Management - Working Service Management Framework - Working User Focus - Practitioner This role is aligned to the Service Desk Manager within IT Operations. You can find out more about the skills required, here. Experience: Identifying and ensuring preparedness for potential issues. Strong operational and technical understanding of organisational IT policies and systems. Responsible for the resourcing and development of the team, including the preparation and co-ordination of service transition activities. Demonstrable skills of managing a team who provides first- and second-line technical support. Behaviours: Making Effective Decisions - Level 3 Managing a Quality Service - Level 3 You can find out more about Success Profiles Behaviours, here. 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 experience and behaviours listed in the Success Profile above. You will not be tested on the technical skills at sift stage. If invited for further assessment, this will consist of an interview and DDaT assessment where we will test all criteria outlined in the Success Profile above. The sift is scheduled for w/c 7th April. Interviews and DDaT Technical assessments are scheduled for w/c 21st April however these may be subject to change. Qualifications 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. DDaT Pay Supplement This 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 £5,000.00 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. 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 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 (30 March 2025 at 23:59)