Service Desk Manager

Are you a dynamic, confident leader?
Would you like to work in an environment where no two days are the same?
If so, we would love to hear from you!
The Driver and Vehicle Licensing Agency (DVLA) are looking for 1 Service Desk Manager to join their award-winning team.
This role provides you with a fantastic opportunity to deliver a key function at the front line of IT services within DVLA, as well as externally to our corporate customers and other government departments., As Service Desk Manager you will be responsible for leading a large team to manage Service Desk functions. You will act as the first point of contact in responding to customer queries from internal and external sources in a timely manner. You will efficiently and effectively handle issues with online services and manage incidents whilst maintaining continuous communication with key stakeholders.
You will also be accountable for day-to-day management, resource planning and work allocation to meet agreed service levels. You will draft and maintain policies, standards and procedures for the customer service or service desk functions, including Incident & Problem Management. You will set direction, adapting service desk provision and roles in accordance with the changing demands of DVLA technologies and IT services change, ensuring effective and efficient management and continual improvement of Service Desk processes.
Responsibilities
Your responsibilities will include but will not be limited to:
+ Leading the development, implementation, maintenance and improvement of Service Desk, Access Request, Incident and Problem Management policies, processes, procedures and standards in support of IT Operation and Service Transition (ITOST) and IT Services (ITS) objectives.
+ Managing Service Desk, Access Management, Request Fulfilment, Incident and Problem Management resource requirements to support the demand management pipeline.
+ Ensuring the provision of effective Service Desk processes that include:
o User query/issue handling - ensuring user queries or issues are gathered, validated, and prioritised for further processing.
o Communicating with users - ensuring that various types of information are communicated to users through the appropriate channel(s).
o Optimisation - ensuring improvement through analysis, reviews, and reporting, as well as through automation, competence and skill building, and knowledge sharing.
+ Providing effective management across the team, regularly assessing knowledge, skills, behaviours and capability against the Skilled Framework for the Information Age (SFIA) skills matrix, Government Digital Service (GDS) skills matrix and Civil Service Behaviour Framework to develop gap analyses for training and development purposes, succession planning and talent management.
+ Contributing to the ITOST strategic plan and produce and maintain a plan for Incident and Problem Management.
+ Working with peers and colleagues across ITOST, including Senior Management to set direction and priorities and to contribute to the ITOST strategy and business plan.
+ Ensuring daily cover is provided to meet business requirements and on an exceptional basis be available to work unsociable hours to meet one off business demands. For example, if required during incident management.
For further information about the role please see the attached role profile.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’., Interviews will be held from Wednesday 30th October 2024.
This interview will be conducted via a video interview. Further details of which will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
If invited to interview, this may consist of a range of question types. These could include questions around Behaviours and how you would respond in any situation as well as specific examples of things you have done.
The selection process will be designed specifically for the role. As a result, your assessment will include:
+ an interview.
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
For further information on Success Profiles visit our Careers website.
Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Use of Artificial Intelligence (AI)
You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

We are looking for a hardworking and pro-active leader with a consistent record of success in people management. You will possess strong internal and external stakeholder engagement experience with the ability to influence across all grades, inside and outside the organisation.
You will have good communication and influencing skills and be highly organised with the ability to prioritise a full workload. You will also be a skilled communicator and effective decision maker who is focused, with attention to detail.
If you do not already hold the qualifications listed on the role profile, then you must be willing to work towards these once in role., + SFIA Framework - Relationship Management (RLMT) Level 4
+ SFIA Framework - Incident Management (USUP) Level 5
+ SFIA Framework - Analytics (INAN) Level 4, + Being a passionate and confident leader with experience of managing medium to large teams.
+ Ability to make effective decisions under pressure.
+ Evidence of good service management, understanding customer needs and expectations and delivering excellent customer service.
+ Stakeholder engagement skills and building strong working relationships with both internal and external stakeholders.

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.
To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 3 months.

Alongside your salary of £40,808, Driver and Vehicle Licensing Agency contributes £11,822 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Passionate, reliable and always willing to push yourself and those around you, you’ll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits:
+ Best in class learning and development tailored to your role.
+ An environment with flexible working options where we encourage a great work-life balance.
+ A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
+ Generous employer contribution of 28.97%, depending on chosen pension scheme.
+ Digital communities with clear career frameworks.
+ On-site gym plus personal training available (membership applies).
+ On-site nursery, restaurants and coffee bar.
+ 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the King’s birthday.
+ Free parking.
+ A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.
There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information., A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
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.