1009-321 Helpdesk Service Manager D Grade March 2026
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5 days ago
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1 Vacancy
Job Summary
Job title: 1009-321 Helpdesk Service Manager Grade: D Hours: 35 Vacancy type: Fixed Term Appointment until January 2027 Salary 41567 Location: Inverness (hybrid working possible) Closing date: Midnight on 23rd April 2026 Interview Date: Week commencing 4th May 2026
The Technology & Digital Services Infrastructure Team provides reliable highquality IT services that support the full breadth of NatureScots organizational activities. Within this structure the IT Services Team delivers enduser support device management and the daytoday operation of frontline IT services while the IT Operations Team is responsible for serverside and corporate database services.
The Helpdesk Services Manager leads a team of six support officers providing first and secondline assistance to staff across multiple sites. The role ensures a consistent customerfocused support experience effective incident and request management and the continual improvement of helpdesk processes. The role requires a full UK driving licence and the ability to travel to our multiple sites as needed.
Working closely with colleagues across both IT Services and IT Operations the Helpdesk Services Manager ensures support services are aligned with organizational needs emerging technologies and operational priorities. The postholder plays a key role in maintaining service quality developing team capability and fostering a culture of proactive service excellence.
The role requires a working understanding of service management frameworks with the ability to apply ITIL principles in day to day operations. Formal ITIL training is desired but not essential and further development in this area will be supported.
We are looking for someone who is:
- Passionate and enthusiastic about technology and digital services.
- Self-motivated organized and disciplined.
- Knowledgeable about Microsoft 365 technologies.
- Positive pragmatic and productive.
- Able to and enjoy working as part of a highly motivated dynamic team of IT specialists.
Key Responsibilities and Accountabilities:
- Lead and manage the Helpdesk Service ensuring consistent highquality first and secondline support across all IT applications services and enduser devices.
- Oversee the effective handling of incidents requests and technical issues ensuring timely resolution correct prioritisation and appropriate escalation to maintain service levels.
- Support operational delivery of existing and emerging ICT services providing technical insight to project teams and ensuring smooth introduction of new technologies.
- Monitor service performance and produce clear practical reporting using data to identify trends risks and opportunities for improvement.
- Drive continual service improvement streamlining processes improving user experience and promoting a culture of proactive problem prevention.
- Build and maintain positive working relationships ensuring effective communication with users IT colleagues suppliers and wider stakeholders.
- Provide line management leadership guidance and development opportunities for helpdesk staff ensuring the team has the skills capability and support to deliver highquality services.
Essential Criteria:
- Customer Service Management
Ability to deliver a high quality customer focused support experience resolving user requests within agreed service levels while demonstrating empathy professionalism and clear communication. Able to explain technical issues in a way that is easily understood by non-technical users and build positive working relationships with staff across the organisation.
- Incident Request & Problem Resolution
Apply ITIL bestpractice to manage prioritise and escalate incidents service requests and problems to ensure enduser devices are maintained updated and fit for purpose.
- Helpdesk Service Leadership
Experience leading first and second line support teams providing clear direction well-defined expectations and constructive transparent communication. Committed to fostering a culture of learning collaboration and continuous improvement ensuring the Helpdesk operates as a cohesive highperforming unit.
- Service Reporting & Data Interpretation
Ability to produce clear service performance reports interpret data and communicate insights effectively to support informed decision making.
- Continual Service Improvement
Commitment to optimising processes and contributing to improved service quality.
- Asset & Configuration Awareness
Understanding of asset and configuration management processes to maintain accurate records and protect organisational assets.
- Ownership & Initiative
Ability to take responsibility for complex or high-impact issues ensuring timely resolution or appropriate escalation and communicate progress clearly.
- Understanding of Emerging ICT Support Needs
Contribute technical insight to the support of existing and emerging ICT services ensuring Helpdesk practices evolve in step with new technologies and user needs.
Prerequisites Required
- Candidates must be eligible to live and work in the UK and resident in Scotland for the duration of the job contract
- To undertake a Disclosure Scotland application.
Although Gaelic language is not a prerequisite it is a desirable skill in support of our commitment to our Gaelic Language Plan
Working for NatureScot what we offer you
- NatureScot offers some great benefits to reward and support you whilst you are working for us. Our benefits package includes thecivil service pension scheme a generous holiday leave allowance plus flexi time and employee discount scheme. Visit the NatureScotwebsite for further detailsincluding below:
- An environment with flexible working options
- A Civil Service Pension with an employer contribution of 28.97% (7.35% employee contributions) days of annual leave including 5 fixed public holidays on St Andrews Day Christmas Day Boxing Day New Years Day and 2nd January
- Equivalent of 2 days paid volunteering leave
- A focus on wellbeing with access to an employee assistance programme
- Job satisfaction from contributing proactively to the twinned nature and climate crisis
- Death in service benefits
- Cycle to work and electric vehicle salary sacrifice schemes
- Access to an employee discounts scheme
- Learning and development tailored to your role
A culture encouraging inclusion and diversity
Application Process
Application is by CV and Supporting Statement. Please ensure you have attached these documents when submitting your application.
Before applying for this post;
- Internal applicants should read the Self Service Guide (eRDMS A3155575)
External applicants should read theOnline Job Application Guide
If you have previously applied for a vacancy with NatureScot you must remove the supporting statement from your profile before uploading a new version.
NatureScots Net Zero commitment
Whether working at home or in an office or travelling to meetings and site visits as a NatureScot you will contribute to our Net Zero plan for example through positive carbon travel choices.
For information regarding the vacancy please contact:
For information regarding the recruitment process please contact:
Nature is vital to all of us so it is vital that we are an organisation for all of Scotland. The more diverse NatureScot is the better we will be in connecting everyone with nature. We particularly encourage applications from people from Minority Ethnic (ME) backgrounds and people with a disability.
Required Experience:
Manager
