IT Service Desk Team Leader – ID2024 – 9662

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Dundee

About the job

Job summary

We are currently seeking applications for an IT Service Desk Team Leader to lead our team of Service Desk Analysts in tackling IT incidents and requests efficiently and effectively. Your leadership will not only drive efficient service delivery but also identify emerging issues and collaborate with specialist teams to implement innovative solutions. With your expertise in ITIL processes and data analytics, you’ll play a pivotal role in optimising our service operations, improving user satisfaction, and fostering a culture of continuous improvement. If you’re ready to champion user voices and lead a team towards excellence we’d love to hear from you! 

The IT Service Desk Team Leader manages a team of Service Desk Analysts in managing IT incidents and requests to Service Level targets. They identify emerging issues and work with specialist resolver teams to improve user experience. They are responsible for the resourcing and development of the team, including the preparation and coordination of service transition hand over activities from Projects into the Service Desk. They are the first point of escalation of issues, working with user’s management to understand prioritisation and impact of issues on business processes.

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 Model plus.

Job description

• Track, log and correct information to protect assets and components
• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Translate ‘lessons learnt’ from complaint cycles into continual service improvement
• Take responsibility for the full range of customer service functions, including reviewing customer 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 potential problems
• Achieve excellent user outcomes
• 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
• Determine preventative measures
• Take inputs and establish coherent frameworks that work
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
• Use your data analytics skills to enhance business performance
• Understand the core technical concepts related to the role, and apply them with guidance
• Collaborate with user researchers and can represent users internally
• Explain the difference between user needs and the desires of the user
• Champion user research to focus on all users
• Prioritise and define approaches to understand the user story, guiding others in doing so
• Offer recommendations on the best tools and methods to use

Person specification

1. Experience of leading an IT Service Desk with teams across multiple locations. 

2. Strong operational and technical understanding of organisational IT policies and systems with ITIL frameworks.

3. Responsible for the resourcing and development of the team, including the preparation and co-ordination of service transition activities.

4. Experience of dealing with issues escalated from technical and non-technical teams

Benefits

Annual Leave – You will receive 25 days annual leave on joining us. This will increase to 30 days after four full years of service. You will also have 11.5 public and privilege days of leave every year. We also offer Flexi-time. Any extra hours you’ve worked can be taken as leave when suitable.

A Civil Service Pension – This job comes with a Civil Service pension. New joiners to the Civil Service will join a career average pension scheme as standard. Read more here – www.civilservicepensionscheme.org.uk.

Healthy work life balance – We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.

Discounts – You can enjoy a vast range of retail, travel and lifestyle discounts through our benefit scheme.

Personal support for you – Our Employee Assistance Programme gives you confidential, independent information and guidance 24/7.

Volunteering special leave – Up to six days paid special leave a year for volunteering. We support our staff to help causes important to them.

Great locations – Our bright and modern office in the heart of Dundee has been designed with staff in mind. The location is ideal for public transport.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Resourcing Team
• Email : Recruitment@socialsecurity.gov.scot
• Telephone : 08001577194

Recruitment team

• Email : Recruitment@socialsecurity.gov.scot

Further information

https://www.socialsecurity.gov.scot/jobs/how-to-make-a-great-application

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