Service Desk Team Leader
Service Desk Team Leader
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Job Description
Are you interesting in joining iTECS as a Service Desk Manager and play a key part in delivering outstanding customer service
Information & Technology Services (iTECS) is a Division within Scottish Governmentand part of Digital DirectorateIt is headed by the Chief Operating Officer. As Service Desk Team Leader you will be an integral part of a growing team supporting the Scots service by working with and assisting all departments within the Scottish Government. This is an exciting opportunity to lead a well established service desk with excellent opportunities for career development as part of a rapidly growing team.
As Service Desk Team Leader your core requirements of this role are: customer care team leadership working with IT Service Management tools troubleshooting Windows 10 and Microsoft Office products supporting Android and iOS devices experience of supporting Bitlocker encryption experience of Active Directory Users accounts and Groups and supporting Mitel Telephony.
Responsibilities
- Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
- Maintain a high level of customer service and have the confidence to deal with complex complaints.
- Use empathy to satisfy customer demands.
- Own an issue until a new owner has been found or the problem has been mitigated or resolved.
- Investigate problems in systems processes and services with an understanding of the level of a problem (for example strategic tactical or operational).
- Contribute to the implementation of remedies and preventative measures.
- Manage the iTECS Out of Hours service and GAMMA portal.
- Perform the monthly Scots account housekeeping activities
Responsibilities
Success Profile
Technical / Professional Skills:
This role is aligned to IT Operations within the Service Desk Manager and Senior Service Desk Analyst.
You can find out more about the skills required here.
These skills are assessed by technical assessment designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed plus the method of assessment.
Experience:
Youll have demonstrable experience of working in a Service Desk with the following skills and/or some experience in:
Coaching and developing one or more service desk analysts and manage availability
Excellent organisational skills and ability to work in team environment.
Excellent customer care communication skills and telephone manner.
Behaviours:
Working Together Level 2
You can find out more about Success Profiles Behaviours here.
Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.
How to apply
If invited for further assessment this will consist of an interview and DDaT Technical assessment where the behaviours experiences and technical skills outlined in the Success Profile will be assessed.
The sift is scheduled for w/c 16th June 2025.
Interviews and DDaT Technical assessments are scheduled for w/c 23rd June 2025 however these may be subject to change.
Qualifications
The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education health the economy justice housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
Our staff are part of theUK Civil Service working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more aboutwhat we offer.
As part of the UK Civil Service we uphold theCivil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options depending on the needs of the role. If you have specific questions about the role you are applying for please contact us.
DDaT Pay Supplement
This post is part of the Scottish Government Digital Data and Technology (DDAT) profession as a member of the profession you will join the professional development system. This post currently attracts a 5000.00 annual DDAT pay supplement applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded.
Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Find out more about our commitment todiversityand how we offer and supportrecruitment adjustmentsfor anyone who needs them.
Further information
Find out more about our organisation what we offer staff members and how to apply on ourCareers Website.
Employment Type
Full-Time
