Service Care Solutions Ltd

Service Desk Manager

Service Care Solutions are looking for an Service Desk Manager to work on a Hybrid basis for a Government entity in Glasgow.

This is a role within the IT Service Management department of IDD, reporting into the Head of Service Experience.

You will be responsible for the day to day operation and quality of the Service Desk Team.

You will be is accountable for the overall quality of the service, ensuring that End Users receive resolutions to their IT issues and support to answer their questions as quickly as possible.

,Providing oversight of engagement with End Users, coordinating the team to ensure that resolution activities are executed in line with Tech Bar and Incident Management processes, within the agreed OLAs and KPIs for the applicable services.
,Overseeing the development of Knowledge Articles and Tech Bar communications for End Users.
,Identifying opportunities to provide training and development to End Users, collaborating with Product Teams to prepare to support End Users with new or changed services.
,Collaborating with Service Desk, Incident Management, Knowledge Management and Product Teams to provide the latest updates and guidance to End Users.
,Performing the role of Major Incident Manager on an ad hoc basis, as part of a wider Major Incident support team, coordinating the resolution of Major Incidents.
,Overseeing the production of Service Desk reporting and management information to identify problem management and continual service improvement opportunities.
,Providing timely reports up to the Head of Service Experience and other leadership via weekly governance forums or as required.
,Coaching the team in excellent customer service management.
,Coaching the team to identify potential Major Incidents for escalation up to the Major Incident Management team.
,Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government's diplomatic, development and consular work around the world.

Current SC Clearance is required

If you are interested in this role please contact Chris Wheeler on 01772208962 or email

Alternatively if you have any friends or colleagues that might be interested we have a £250 referral available for anyone referred that is successful in securing a role.

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