What is a Service Desk Manager?

A Service Desk Manager is responsible for managing the first and second-line technical support for all departmental IT applications and services across sites. This includes end-user computing, multi-function devices and specialised IT equipment.

In this role, you will also be responsible for supporting existing and emerging information and communications technology (ICT) services, including giving technical advice to project teams.

What does the Service Desk team do in DVLA?

The Service Desk team are responsible for managing incident, access, problem management, and request fulfilment processes. They are the single point of contact for users who need to report or request something. They provide first-line investigation and diagnosis for incidents, taking responsibility from initial contact until a resolution is agreed with customers. They promote the use of the IT service management tool (ServiceNow) to report issues via their user-friendly, self-service portal.

Customers of the Service Desk are both internal and external. For example, DVLA staff at all supported locations are internal and external customers may be DVSA, IBM and the CGI Group.

Service Desk works with business relationship managers and liaises with business areas and technology teams to make any improvements to a process or hardware. They also work closely with the Cyber Security and Change and Release Management teams to:

  • make sure access and permissions are granted correctly
  • manage and prevent major incidents
  • provide timely and essential communications to customers when there are issues or service changes

What transferrable skills does a Service Desk Manager have?

You will need the following skills for this role, although the level of expertise for each will vary, depending on the role level.

  • Continual service improvement

    • identify and explore opportunities for service and business improvement

    • produce analysis and identify, prioritise, and implement improvements and efficiencies, making sure that the organisation gets full value from services

    • see the potential for automating processes and determine the costs and benefits of new approaches, then manage, change or assist implementation where needed

  • Problem management

    • understand and identify problems, analyse and help to find the right solution

    • classify and prioritise these problems, documenting their causes and carrying out resolutions

  • Service focus

    • maintain focus on the whole life of service delivery (designing, developing, delivering, and operating)

    • make sure that a set of IT products, suppliers, and vendors come together to deliver an IT service

  • User focus

    • understand users and identify who they are and their needs, based on evidence

    • translate user stories into user needs and propose design approaches or services to meet these needs

    • engage in meaningful interactions and relationships with users

    • show that you put users first and can manage competing priorities

Desirable Skills

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