Defence Digital Service Desk Manager

Defence Digital ensures our Armed Forces remain among the most technologically advanced in the world. We do this by putting innovative and effective technology into the hands of over 200,000 users, from the boardroom to the front line.

We lead on cutting-edge data science, automation, and cybersecurity at scale. Our mission goes beyond the battlefield by leading humanitarian efforts and driving digital innovation that impacts lives across the globe.

Defence Digital forms part of Strategic Command which manages the MOD’s joint capabilities for the Army, RAF, and Royal Navy.

Watch our video to see what we do at Defence Digital!

Passionate about using your skills to make a critical difference? Your next career move could be here!

This position is advertised at 37 hours per week.

Job description 

Are you passionate about providing exceptional customer service and resolving issues? Join Defence Digital as a Service Desk professional, where your role will be pivotal in supporting us to help prepare and co-ordinate Defence Digital’s corporate services.

You will be responsible for managing the team that delivers a wide variety of corporate services to the business including the provision of accounts, licences, purchases, and some assets.  The resourcing and development of the team, including addressing any team-related issues and implementing solutions to improve productivity.  You will also be responsible for managing workloads and intervening in any escalations of requests.  A hands-on role, where customer satisfaction is at the heart of all that is done, the incumbent will be expected to react quickly to issues and implement appropriate and satisfactory solutions.

Responsibilities:

• Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the Defence Digital derives maximum value from services.
• Management of electronic payments, including making payments, managing the workload, extracting management information, and ensuring compliance.
• Maintain and improve customer satisfaction and the customer experience.
• Manage and ensure delivery of services, the provision of appropriate and timely management information to senior members of staff and Defence Digital boards.
• Be aware of, and communicate, changes within Defence Digital that impact on the work of the team and change systems and processes accordingly.
• Intervene in customer queries and escalations, ensuring a mutually satisfactory solution for both parties.

For further information on the skills required for a Service Desk Manager, please refer to the Government Digital Data Capability Framework: Service desk manager - Government Digital and Data Profession Capability Framework

Person specification

We are looking for someone with outstanding interpersonal skills who excels in collaborating with diverse, delivery-focused teams and possesses excellent customer management abilities. You will actively engage with the broader community, sharing your expertise and experiences with colleagues in Defence Digital and the wider Government as needed.

As part of this position, you will join a committed team offering guidance and assistance to both internal and external clients.  Your role will require customer management skills, solid experience in managing a medium sized team with a focus on delivering corporate services, adept problem-solving skills, and strong analytical capabilities.

When submitting your CV, please highlight your career history and experience relevant to this role. Additionally, refer to the "Things You Need to Know" section of the advert and provide a personal statement (max. 1250 words) demonstrating the essential criteria listed below:

• Proven experience in managing diverse teams.
• Demonstrated ability in delivering corporate services.
• Demonstrated success in managing and implementing improvements.
• Proven experience in managing electronic payment systems.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace
• Working Together

• An environment with flexible working options
• A culture encouraging inclusion and diversity
• 25 days annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service
• Ability to roll over up to 10 days annual leave per year
• In addition to 8 public holidays per year you will also receive leave for HM The King's birthday
• Minimum of 15 Days Special Leave in a rolling 12-month period to for volunteer military or emergency service reserve commitments
• Special Paid Leave for volunteering up to 6 days a year
• Enhanced parental and adoption leave
• Employee Assistance Programme to support your well-being
• Most sites have good travel links with free car parking; many also have other facilities such as a Sports & Social Club and Gyms
• Benefit Pension Scheme:   Civil Service pension
• Please see Benefits link for more info: Civilian Discover My Benefits (mod.gov.uk)

Equality and Diversity

Our people are at the heart of everything we do at Defence Digital. It’s vital that our workforce reflects the diversity of both our audience and the wider society in the UK, so we’re proud to be an equal opportunities employer and we actively seek candidates from diverse backgrounds and communities. We also recognise the importance of a good work life balance, so we do everything we can to accommodate flexible working, including part-time and job shares for all our roles. Please let us know in your application or at any stage throughout the process if this is something you want to explore.

Professional Framework Statement  

Defence Digital operates an organisation model in which every individual belongs to a Government Profession. The successful applicant will be posted into one of the defined Government Professions on Standard Terms of Reference for the grade. Defence Digital reserves the right to move individuals between roles, within their allocated profession, to meet the needs of the business and in support of agile resourcing.  Within Defence Digital each profession is led by a Professional Head of Community who will lead professional development and support the Continuous Professional Development path for their group.

Learning & Development

In Defence Digital we have a strong learning and development ethos, supporting you to fulfil your potential by providing:

• Learning and development tailored to your role
• Professional and Personal Development of skills
• Access to thousands of training courses through Civil Service Learning, some free or paid by MOD
• Ability to obtain industry recognised qualifications supported by MOD

Hybrid Working

Where business needs allow, some roles may be suitable for a combination of office and home-based working.  This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity.  Requirements to attend other locations for official business or work in another MOD office will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details).  The successful candidate is required to carry out all their duties from a UK location and cannot do so from an overseas location at any time.