IT Service Desk Manager

The Digital, Data and Technology function is responsible for the provision of IT and related services to all UKEF users. The Division has three principal areas of responsibility:
1. The provision of IT infrastructure, equipment and support services for the Department;
2. The definition, development and testing of bespoke software for the Department; and
3. Definition of the Enterprise Architecture for the Department and the logical design and business analysis of UKEF IT systems.
This post sits within the IT Operations function (number 1 above) within UKEF. The IT Operations functions vision is to provide a first class employee experience with technology. We deliver, provide, manage and support critical IT services to the UKEF business. We own and define the employee experience across all technology our customers use, to enable greater productivity throughout the business.
We are here to enable and ensure that our employees have a first class, seamless and productive experience with their technology., Main Activities
+ Lead and continue to build the IT Service Desk at UKEF
+ Onboard new services requiring IT support through the IT Service Desk
+ Performance management of service desk analysts and engineers
+ Lead and provide IT support to 500+ colleagues in a variety of locations.
+ Support UKEF partners and direct customers.
+ Manage critical 3rd party relationships.
+ Ensuring that IT SLAs are met, and IT policies are adhered to by planning, managing, and maintaining workload.
+ Effectively manage customer issues through incident management framework
+ Regular and accurate reporting on incidents and calls to IT Operations and the rest of DDaT
+ Observe trends in issues to help escalate issues and prioritise.
+ Ability to manage time effectively whilst setting the tone of the team through strong leadership.
+ Inventory and asset management.
+ Maintain good working relationships with key service stakeholders, suppliers and customers to help understand their business requirements and priorities.
+ Support of Microsoft Active Directory, Azure Administration, InTune and Office 365.
+ Device management (i.e. laptop build and allocation, mobile phone build and management).
+ Diagnosing and solving hardware/software faults
+ Support internal IT systems and perform hardware troubleshooting and repair on desktop and laptop equipment.
+ Provide IT support to end users for office automation applications, such as word processing, spreadsheets, databases, e-mail, and other productivity software.
+ Liaise with third party IT suppliers and maintainers.
+ Maintaining and supporting PCs, laptops, and peripherals for business users
+ Be available for out of hours for high priority technical support and escalations.
This list is not exhaustive, and you may be required to carry out additional duties according to business needs., We'll assess you against these behaviours during the selection process:
+ Leadership
+ Managing a Quality Service
We only ask for evidence of these behaviours on your application form:
+ Leadership

Technical skills
We'll assess you against these technical skills during the selection process:
+ Technical Question at Interview Two technical questions that are linked to the post and from the Skills for the Information Age Framework: a. SFIA – CSMG (Customer Service Support) – Level 4 b. SFIA – USUP (Incident Management) – Level 4
+ Technical - “How would you articulate to your team the importance of the IT Service Desks impact on the organisations wider business objectives?”- 250-word statement.
+ Technical - In-Tray Exercise
We only ask for evidence of these technical skills on your application form:
+ Technical - “How would you articulate to your team the importance of the IT Service Desks impact on the organisations wider business objectives?”- 250-word statement., This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
We are assessing candidates using Success Profiles (see Appendix 1) and across the whole process for this post we will assess you against Experience, Technical and Behaviours as highlighted below.
Your application must be completed by 23.55 on the day of the closing date for it to be accepted.
All applications will be sifted against our essential criteria (Qualifications / Knowledge / Skills/Ability and Experience) outlined in the person specification within the Information Pack. If we receive a high volume of applications, we reserve the right to also sift against our desirable criteria.
Applicants are asked to apply with a personal statement, you should fully articulate in 500 words how you meet the essential criteria (Qualifications / Knowledge / Skills/Ability and Experience) outlined in the person specification within the Candidate Information Pack
For the initial sift your application will be evaluated against:
1. Experience - Application & 500-word statement of suitability.
2. Technical - “How would you articulate to your team the importance of the IT Service Desks impact on the organisations wider business objectives?”- 250 word statement.
In the event of a large number of applications, we will pre-sift on the following:
1. Technical - “How would you articulate to your team the importance of the IT Service Desks impact on the organisations wider business objectives?" - 250 word statement.
If you are successful following the sift stage, you will be invited to complete a Technical Exercise; this will include the following assessment:
1. Technical
1. In-Tray Exercise
If you are successful following the Technical stage, you will be invited to a formal panel interview; this will include the following assessment:
1. Behaviours - you will be interviewed across the following behaviours from the Success Profile Framework:
o Leadership
o Managing a Quality Service
2. Technical - two technical questions that are linked to the post and from the Skills for the Information Age Framework
o SFIA – CSMG (Customer Service Support) – Level 4
o SFIA – USUP (Incident Management) – Level 4
In the event we have more than one successful candidate based on merit, you will be invited to attend a second interview to further assess and determine your suitability to carry out the role. This will include the following assessment.
1. Experience - a formal panel interview with the Senior Management Team, where you will be assessed against your current experience to determine your capability to carry out the role.
Details of interview panel members will be e-mailed to all successful candidates who are invited for interview.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

As the IT Service Desk Manager, you’ll be taking charge of the IT service desk team, and will be responsible for leading our IT Service Desk team and ensure they deliver a first class IT support service to our customers within the UKEF business. You must be adaptable, work using your own initiative and possess excellent problem-solving skills and leadership, strategic thinking abilities
This is a hands-on, team leader role. You will need to be able to provide strategic leadership alongside very strong technical abilities, side by side.
You will need exceptional IT service desk, laptop, tablet, and mobile experience. Some Microsoft Azure and networking experience would also be advantageous. You will ensure everyone in the service desk team is an effective team member and that KPI’s, SLAs and customer satisfaction targets are consistently achieved.
We are looking for someone who is positive, collaborative and helpful colleague with good attention to detail when working in a fast paced, dynamic government department., + Excellent knowledge of Service Desk technologies (A, I)
+ Significant knowledge of the o365 and Azure technologies (A, I)
+ Significant knowledge and experience of Microsoft InTune, and device builds and deployment. (A, I)
+ Significant knowledge of supporting various types of meeting room technology including MS Surface Hub (A, I)
+ Hardware build, deployment and support (Microsoft environment). (A, I)
+ Mobile device build, deployment and support deployment. (A, I)
+ Microsoft InTune. (A, I)
+ Microsoft Surface Hub. (A, I), + Excellent leadership skills (I)
+ Excellent communication skills (verbal/written/presenting) able to meet the requirements and demands of different stakeholders. (A, I)
+ Proven/demonstrable customer service/engagement skills (A, I)
+ From the ‘Skills for the Information Age’ framework: (I), + Demonstrable/proven experience of running a service desk team (A, I)
+ Experience of managing customers/stakeholders expectations (A, I)
+ Demonstrable/proven experience of running multiple Microsoft Technologies (A, I)
+ Demonstrable/proven experience of managing a complex managed service provider/3rd party supplier(s) (A, I)
+ Experience of reporting KPIs and SLAs to multiple stakeholder groups (A, I), + An understanding of multiple sectors, preferably with experience of managing and leading IT support teams in different environments. (A, I)
+ Understanding of the range and capabilities of Microsoft desktop technologies, including Microsoft Windows OS, Microsoft Azure and Intune. (A,I)
+ An understanding of tablet and mobile phone technology, with some experience of build and deployment of these devices. (A, I)
+ An understanding of Information Technology Infrastructure Library (ITIL) and project management methodology. (A, I), + Creation of strategic roadmaps that are linked to wider business goals and strategies (A, I)

Alongside your salary of £56,430, UK Export Finance contributes £15,236 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role
+ An environment with flexible working options
+ A culture encouraging inclusion and diversity
+ A Civil Service pension with an average employer contribution of 27%