Location
Hybrid working based at UK Health Security Agency core HQ in London Borough of Tower Hamlets. Flexible working options available with an expectation to spend a minimum of 60% of contractual hours (approximately 3 days a week) in the office. The office is modern, newly refurbished, with excellent city centre transport links and co-located with other government departments including the Department for Health and Social Care (DHSC).

Hours
Full Time (hours not explicitly stated)

Salary
£37,749 per annum plus £10,935 employer contribution towards the Civil Service Defined Benefit Pension scheme.

About the Role
The Helpdesk Manager will lead the ImmForm Service Desk team, delivering a high-quality, customer-focused support service for the ImmForm digital platform, which supports vaccine ordering, medical consumables, and vaccine uptake data collection. This role is critical to maintaining operational continuity and supporting UKHSA’s public health objectives and pandemic preparedness.

The post holder will manage day-to-day operations including user access, account validations, and data queries within agreed Service Level Agreements (SLAs). Acting as the first point of contact for non-clinical queries, the Helpdesk Manager will provide accurate advice, manage escalations, and oversee complaints handling to ensure timely resolution and continuous improvement.

Responsibilities include monitoring trends to implement preventative measures, ensuring compliance with Good Distribution Practice (GDP), GDPR, and organisational policies, and supporting business continuity planning. The role also involves developing strategies to maintain data quality, producing accurate reporting, and driving customer engagement initiatives to enhance service delivery and user experience.

Strong leadership, stakeholder engagement, and the ability to work at pace under pressure are essential. The Helpdesk Manager will provide day-to-day leadership and coaching, supporting staff development and fostering a collaborative team environment.

The role requires ownership of incident, request, problem, and change processes including major incident management and post-incident reviews. The Helpdesk Manager will collaborate with internal teams and suppliers to resolve complex issues, coordinate escalations, monitor vendor SLAs, and drive service improvements.

Additional duties include promoting knowledge sharing, supporting service transition for new features, championing inclusive and accessible support practices, and maintaining robust workflows and incident preparedness.

Occasional out-of-hours support and travel to other sites or supplier meetings may be required. Ongoing professional development is supported to maintain competence in service management, compliance, and platform operations.

Experience
- Proven experience managing a customer-facing helpdesk/service desk function in a high-volume environment.
- Ownership of Incident, Request, Problem, and Change processes including major incident management (P1/P2) and post-incident reviews.
- Experience working with digital platforms and administering role-based access management.
- Practical experience in service desk platform administration including configuration, reporting, knowledge base management, and workflow optimisation.
- Experience in complaints handling and driving improvements in customer experience.
- Ability to analyse data, identify trends, and implement practical, measurable solutions.
- Knowledge of compliance standards such as GDPR and GDP, operational risk management, least-privilege access, and audit readiness.

About You
- Excellent communication and stakeholder engagement skills across technical and non-technical audiences.
- Strong leadership skills with the ability to motivate and manage teams under pressure, particularly during incidents or high-demand periods.
- Comfortable working at pace and managing multiple priorities.
- Collaborative approach with the ability to build effective relationships across teams and suppliers.
- Commitment to promoting inclusive and accessible support practices.
- Proactive in continuous improvement and service innovation.

Qualifications
- No specific formal qualifications required, but relevant experience in service management, ITIL or similar frameworks is desirable.
- Familiarity with service management methodologies and tools such as ManageEngine ServiceDesk Plus or comparable platforms is advantageous.
- Data and business intelligence skills (e.g., Excel, Power BI) for dashboard creation and performance analysis are desirable.
- Understanding of vaccine distribution, medical consumables, or healthcare logistics is a plus.