Service Desk Lead

Location
Bristol, Newcastle-upon-Tyne, Nottingham, Swansea
About The Job
Job summary
As the Service Desk Lead, youll oversee day-to-day operations, ensuring users and business teams receive exceptional support. Your responsibilities include managing Quality and Reporting processes, implementing support for new projects/services within the ITSM Toolset, and collaborating with relevant resolver groups and assignment teams. Reporting to the Service Desk Manager, youll also have line management responsibility for Service Desk Analysts.
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Job Description
The purpose of the Service Desk Lead is responsible for overseeing the day-to-day activities of the Service Desk operations to ensure users and business teams received the support they require. To deliver an outstanding level of customer service and user satisfaction.
You will:
Instils a customer service culture of service excellence ensuring customer service levels and satisfaction are achieved.
Ensures the team create and leverage knowledge and collaboration to derive increased efficiency and effectiveness.
Responsible for ensuring Incidents and Requests are handled within SLA, and any escalations are handled and assigned to the appropriate team.
Responsible for ensuring that Interactions are handled and updated with clear details.
Responsible for ensuring that all Chats, Phone are actioned within SLA.
For further information please see the attached Role Profile.
Additional Information
This role can be based in Bristol, Swansea, Nottingham or Newcastle. Your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.
Person specification
We are looking for individuals who have:
The post holder should have experience in managing a Service Desk environment leading a service desk team at least 1st line level and able to deliver to best practice frameworks (such as ITIL, Service Desk Institute (SDI)) for the delivery of IT services.
Ability to remain calm under pressure, a methodical approach with good attention to detail and can drive, self-motivated and can work under own initiative.
Experience of managing teams, both directly and virtually, in a mix structured environment.
An understanding of or knowledge of Change Management.
Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving technique.
There may be an element of travel associated with this role to other DVSA offices, with some infrequent overnight stays.
Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
About Us
The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.
We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
Were working hard to:
Make roads safer.
Improve services for our customers.
Make road transport greener and healthier.
Harness the potential of technology and data.
Were committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.
We pride ourselves as being an employer of choice and welcome and encourage applications from everyone, such as ethnic minorities, women, disabled people and those who identify as LGBT+.
To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website .
Benefits
An environment with flexible working options where we encourage a great work-life balance.
Exceptional pension with an employer contribution of an average of 27%.
Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30.
8 Bank Holidays plus an additional Privilege Day to mark the Kings birthday.
Latest IT and Tech devices.
A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
Excellent learning and development tailored to your role including paid apprenticeships up to Masters level.
Wide range of discounts schemes on high street names.
Employee assistance program for health and well-being.
Cycle to work scheme and Gym membership offers.
For more information see visit our careers page.

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