Job summary
The Service Desk Manager will act as a main lead for HRA Service desk, working with well-motivated customer focussed staff which will act as the first point of contact for HRA Service users, ensuring that all calls, emails and support queries are logged, answered and dealt with appropriately. This role will be expected to devise, operate and manage within Service Level Agreement/Operational Level Agreement standards expected by customers for the first line Service Desk function.
The Service Desk Manager will work within the Digital directorate forming the bridge with business teams and 3rd party Service Desks to ensure all support queries have well defined triage process, providing modern customer service experience to HRA service users.
The role will be required to work closely with Head of Service Delivery to implement and encourage adoption of ITIL practices on the first line support function, enabling HRA to provide modern support experienceto the service users
The role is expected to work across all the stages of Service Lifecycle involving.
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Main duties of the job
As the Service Desk Manager, you will:
- have the responsibility for providing the operational support to implement, maintain and monitor the HRA Service Desk.
- communicating highly complex application and support issues in a clear manner to all customer, staff and suppliers.
- be responsible for the design, implementation and testing of procedures within own area and for taking ownership of issues that are yet to be resolved, only escalating where required.
- have responsibility for logging all calls, owning all calls until closure, progress chasing, processing and performing complete end to end support function.
- operate within a demanding environment ensuring that the service desk analysts follow procedures that have been developed as per the standard Service Management practices.
- be expected to monitor the performance of the Service Desk Analysts using self-devised Key Performance Indicators standards, requesting reporting information as required from Service Implementation Manager and escalating and owning issues as the arise.
- Assist in maintaining the Service Management system and ensure all the service management processes are reviewed and updated in the system.
About us
Working at the HRA, we are reminded daily of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for you, not just us and the work we do.
We are committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives, and backgrounds create a stronger, more creative workplace that helps us to deliver the best services. We welcome applications which represent the rich diversity of our community: age, disability, gender identity and expression, ethnicity, religion or belief, sex, sexual orientation, and other diverse characteristics, and we have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
When applying to work here, speak to us about how we might be able to accommodate a flexible working arrangement - if it works for us, we will do our best to make it work for you.
Job description
Job responsibilities
This role sits within HRA Digital. The HRA Digital directorate is responsible for developing, delivering, and supporting complex solutions within the HRAs portfolio or national information systems for health and care research. This includes a major programme to build a new Integrated Research Application system and to achieve the successful migration and eventual closure of current systems.
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
To find out more and to understand the full duties of the role, please refer to the job description attached.
In submitting your application with us, please note the following:
- We currently do not accept applications via recruitment agencies.
- We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
- Where applicants fail to demonstrate how they meet any one of the essential criteria of the person specification, the application will not be shortlisted. You will be considered based only on the information in your application form. CVs will not be considered.
The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
Job description
Job responsibilities
This role sits within HRA Digital. The HRA Digital directorate is responsible for developing, delivering, and supporting complex solutions within the HRAs portfolio or national information systems for health and care research. This includes a major programme to build a new Integrated Research Application system and to achieve the successful migration and eventual closure of current systems.
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
To find out more and to understand the full duties of the role, please refer to the job description attached.
In submitting your application with us, please note the following:
- We currently do not accept applications via recruitment agencies.
- We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
- Where applicants fail to demonstrate how they meet any one of the essential criteria of the person specification, the application will not be shortlisted. You will be considered based only on the information in your application form. CVs will not be considered.
The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
Person Specification
Analytical and Judgemental Skills
Essential
- Ability to analyse and map out complex business support processes using different analysis techniques and recommend improvements within system and business processes.
Experience
Essential
- Experience of handling HR related situations, including Sickness Absence, Performance and difference of opinion
Qualifications
Essential
- Educated to Masters level (or equivalent experience in service management provision) plus significant specialist experience as detailed below or equivalent demonstrable capability.
Desirable
- ITIL4 Practitioner qualification.
Knowledge, Skills and Expertise
Essential
- A working knowledge and understanding of Service Management Practices specifically Service Desk and Service Transition
- Knowledge of data protection regulations including GDPR.
Desirable
- An understanding of supporting systems developed using agile methodology
Experience
Essential
- Significant experience of managing and running Service Desk function in a large organisation including transitioning support for new services and functionalities
- Experience of building, developing and maintaining successful relationships across organisational boundaries, delivering a high standard of customer service
- Experience of managing teams in a very busy support environment.
- Knowledge of ITIL, knowledge bases, configuration management and change control
Desirable
- An excellent understanding of SLAs and KPIs
Analytical and Judgemental Skills
Essential
- Excellent stakeholder management skills that facilitate Support function in a large-scale environment.
Interpersonal Skills
Essential
- Ability to work within a team and liaise proactively with colleagues.
- Demonstrable ability and experience to positively influence their own teams while implementing new processes and changes to existing process.
Other
Essential
- Commitment to inclusivity and valuing diversity
Knowledge, Skills and Expertise
Essential
- A good understanding of Service Desk Processes
Desirable
Analytical and Judgemental Skills
Essential
- Demonstrable ability and high attention to detail and outstanding accuracy when recording information into computer systems
Desirable
- An ability to receive policy and procedure and implement throughout own area of work quickly and effectively
- Ability to keep up to date with current and emerging technologies, relate them to the needs of the organisation, and explore opportunities with stakeholder groups.
Interpersonal Skills
Essential
- Excellent written and oral communication skills in order to be able to exchange complex support scenarios in a manner appropriate to the audience and to influence and persuade people at all levels of the organisation in relation to Problem Management
Person Specification
Analytical and Judgemental Skills
Essential
- Ability to analyse and map out complex business support processes using different analysis techniques and recommend improvements within system and business processes.
Experience
Essential
- Experience of handling HR related situations, including Sickness Absence, Performance and difference of opinion
Qualifications
Essential
- Educated to Masters level (or equivalent experience in service management provision) plus significant specialist experience as detailed below or equivalent demonstrable capability.
Desirable
- ITIL4 Practitioner qualification.
Knowledge, Skills and Expertise
Essential
- A working knowledge and understanding of Service Management Practices specifically Service Desk and Service Transition
- Knowledge of data protection regulations including GDPR.
Desirable
- An understanding of supporting systems developed using agile methodology
Experience
Essential
- Significant experience of managing and running Service Desk function in a large organisation including transitioning support for new services and functionalities
- Experience of building, developing and maintaining successful relationships across organisational boundaries, delivering a high standard of customer service
- Experience of managing teams in a very busy support environment.
- Knowledge of ITIL, knowledge bases, configuration management and change control
Desirable
- An excellent understanding of SLAs and KPIs
Analytical and Judgemental Skills
Essential
- Excellent stakeholder management skills that facilitate Support function in a large-scale environment.
Interpersonal Skills
Essential
- Ability to work within a team and liaise proactively with colleagues.
- Demonstrable ability and experience to positively influence their own teams while implementing new processes and changes to existing process.
Other
Essential
- Commitment to inclusivity and valuing diversity
Knowledge, Skills and Expertise
Essential
- A good understanding of Service Desk Processes
Desirable
Analytical and Judgemental Skills
Essential
- Demonstrable ability and high attention to detail and outstanding accuracy when recording information into computer systems
Desirable
- An ability to receive policy and procedure and implement throughout own area of work quickly and effectively
- Ability to keep up to date with current and emerging technologies, relate them to the needs of the organisation, and explore opportunities with stakeholder groups.
Interpersonal Skills
Essential
- Excellent written and oral communication skills in order to be able to exchange complex support scenarios in a manner appropriate to the audience and to influence and persuade people at all levels of the organisation in relation to Problem Management
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
