Location
City of Westminster
Hours
Full Time
Salary
£62,699 per annum
About the Role
Across government, effective IT service management is critical to delivering reliable, secure and user-focused digital services. A high-performing service desk ensures that colleagues can work productively, systems remain available, and technical issues are resolved quickly and effectively. As organisations continue to adopt modern, hybrid working models, strong operational leadership and service excellence are essential.
Ofgem plays a vital role in the UK’s energy system, protecting consumers and enabling a more secure, fair and sustainable energy future. Ensuring the resilience and performance of our internal IT services is key to supporting our people and delivering on this mission.
Ofgem is on an ambitious transformation journey. Within the Digital, Data and Security Services (DDSS) directorate, we are strengthening our IT service management capability to support a modern digital organisation. This includes improving service performance, enhancing user experience, and integrating IT and estates support to create seamless services across our offices and technology platforms.
As a Service Desk Manager, you will lead the delivery of first- and second-line IT support across Ofgem. You will manage a team supporting end users, applications, devices and on-site technology, ensuring high-quality service delivery aligned to business needs. You will drive service improvement, embed ITIL best practice and ensure services evolve to meet current and future demands.
This is a key leadership role within a fast-paced operational environment, requiring strong service management expertise, excellent stakeholder engagement and a focus on delivering outstanding user outcomes.
Key Responsibilities
Leading the delivery of Service Desk operations, ensuring effective first- and second-line support across all sites
Managing and developing a team of Service Desk analysts, fostering an inclusive and high-performing culture
Monitoring and improving service performance against SLAs and KPIs
Embedding ITIL best practice across Incident, Request and Problem Management
Using service data, user feedback and performance metrics to drive continual service improvement
Overseeing rota planning and resource scheduling to support hybrid and on-site working requirements
Maintaining knowledge bases and documented processes to ensure consistent service delivery
Providing technical advice to project teams on service readiness and ongoing support
Building strong relationships with internal stakeholders and external suppliers to enable joined-up service delivery
Supporting the integration of IT and estates services, including sustainability and workplace initiatives
Managing supplier performance and ensuring alignment with service expectations
Experience
An experienced IT Service Desk Manager or Service Management professional with a strong track record of leading operational teams in complex environments. Proven experience managing IT service desk operations, service performance against SLAs and KPIs, and working with third-party suppliers and service providers.
Experience in service improvement initiatives, estates integration, or working in a public sector or regulated environment is beneficial.
About you
A confident leader with a passion for delivering excellent customer service and driving continuous improvement. Strong leadership capability with experience developing and motivating teams. Sound understanding of ITIL frameworks and service management best practice. Ability to analyse data and identify opportunities to improve service delivery. Strong stakeholder engagement and communication skills.
Qualifications
An ITIL qualification (e.g. ITIL v4 Foundation) is expected, or a willingness to achieve this within 6 months of appointment.
