Ministry of Justice

HM Courts and Tribunals Service

Directorate:  Digital Technology Services (DTS)

Pay Band: SEO

Job Title: Second Line Support Desk Manager

Location: London / National

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Term:         Permanent

Interview:  Video conference via Teams

Level of Clearance - To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment.

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

GDD:

Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary.  This role is within the IT Operations Job Family, is a Service Desk Manager role at Service Desk Manager level, but carries the title Second Line Support Service Desk Manager within DTS.

Reserve List:

HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Job Description:

The role has management and leadership responsibility within the HMCTS Digital and Technology Services for digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.

The Service Desk Manager will coordinate the operation, support, maintenance and improvement of the eJudiciary and ceFile second line service desk; This includes ensuring SLA’s are continually achieved, and support is provided by the Service Desk for all current and new Digital products.

The role reports to the Service Operations Manager and will have line management responsibility within the RCJ and Judicial Team for the Service Desk Team and the RCJ Digital Service Support Team. 

Key Responsibilities:

Operations:

• Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
• Manage customer service functions, including responding to issue reports, information requests, access. Use the results of customer satisfaction measurements to improve service and have a successful relationship with customers.
• Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements and take full accountability for actions taken and decisions made.
• Maintain focus on the whole life of service delivery: from designing to developing to delivering and operating. Ensure that a set of IT products, suppliers and vendors come together to deliver an IT service. Ownership of SLAs and KPIs ensuring service is provided to meet business requirements.
• Take management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.
• Stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
• Understand users and identify who they are and what their needs are, based on evidence. Engage in meaningful interactions and relationships with users. Put users first and manage competing priorities;
• Be responsible for the resourcing and development of the team, including the preparation and coordination of service transition activities and make sure that the support team undertakes development to make sure they can advise on current issues;
• Be responsible for ensuring support of existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams;
• Manage and monitor service desk service level agreements (SLAs) and performance.

Analysis:

• Prepare and maintain analysis and knowledge to understand user needs, Prepare and deliver guidance and communications to support operating and improving their performance of the Service Desk.
• Establish training needs and knowledge transfer requirements building out a training strategy to ensure these are delivered effectively.
• Act as a central contact point for all digital and technology matters related to the Service Desk and point of escalation.
• Actively manage and develop resource plan to ensure the Service Desk is resourced for optimal performance

Skills & Experience:

We’re looking for an individual with strong interpersonal skills who likes working with delivery focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.

Essential Criteria:

• An in-depth understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Proven experience of leading the delivery of an excellent customer service and proactively looking for innovative ways to improve the service delivered to customers.
• Experience of working collaboratively with the Judiciary, Senior Heads of Departments and multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences and ability to motivate a team.
• Ability and experience of engaging with senior management and stakeholders and leading the representation of your work.
• Strong problem-solving abilities and analytical skills.
• Applied experience and responsibility for Infrastructure asset management and product hardware lifecycle management.
• Applied experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
• Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or infrastructure services or a strong business background with an understanding of HMCTS users and the technology used.

Application process:

Roles will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks. Using GDD we will then determine if you will be paid an additional allowance on top of your basic salary.

Experience – As demonstrated in your application form – CV and 500-word personal statement.

Technical – As demonstrated at interview, answers should be aligned with the GDD framework:

• Capability Skill 1 – Customer Service Management
• Capability Skill 2 – IT service reporting
• Capability Skill 3 – Problem Management
• Capability Skill 4 – User focus

Behaviours – You will be required to provide evidence of the following key behaviours at SEO Level at both interview and application:

• Managing a Quality Service
• Changing and Improving
• Communicating and Influencing