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Service Desk Manager Full Time

at Driver and Vehicle Licensing Agency Swansea in Swansea (Published at 21-06-2021)

Reference number





Senior Executive Officer

Contract type


Business area

DVLA - Information Technology Services

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of posts




About the job


We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all.

Service Desk Manager

Salary: £38,654

Location: Swansea

Are you a dynamic, confident leader?

Would you like to work in an environment where no two days are the same?

If so, we would love to hear from you!

The Driver and Vehicle Licensing Agency (DVLA) are looking for 2 Service Desk Managers to join their award-winning team. This role provides you with a fantastic opportunity to deliver a key function at the front line of IT services within DVLA, as well as externally to our corporate customers and other government departments.

Job description

As Service Desk Manager you will be responsible for leading a large team to manage Service Desk functions. You will act as the first point of contact in responding to customer queries from internal and external sources in a timely manner. You will efficiently and effectively handle issues with online services and manage incidents whilst maintaining continuous communication with key stakeholders.

You will also be accountable for day-to-day management, resource planning and work allocation to meet agreed service levels. You will draft and maintain policies, standards and procedures for the customer service or service desk functions, including Incident & Problem Management. You will set direction, adapting service desk provision and roles in accordance with the changing demands of DVLA technologies and IT services change, ensuring effective and efficient management and continual improvement of Service Desk processes.


Key accountabilities of the role include:

  • To lead the development, implementation, maintenance and improvement of Service Desk, Access Request, Incident and Problem Management policies, processes, procedures and standards in support of IT Operation and Service Transition (ITOST) and IT Services (ITS) objectives

  • To manage Service Desk, Access Management, Request Fulfilment, Incident and Problem Management resource requirements to support the demand management pipeline

  • To ensure the provision of effective Service Desk processes that include:

- User query/issue handling - ensuring user queries or issues are gathered, validated, and prioritised for further processing

- Communicating with users - ensuring that various types of information are communicated to users through the appropriate channel(s)

- Optimisation - ensuring improvement through analysis, reviews, and reporting, as well as through automation, competence and skill building, and knowledge sharing

  • To provide effective management across the team, regularly assess knowledge, skills, behaviours and capability against the Skilled Framework for the Information Age (SFIA) skills matrix, Government Digital Service (GDS) skills matrix and Civil Service Behaviour Framework to develop gap analyses for training and development purposes, succession planning and talent management

  • To contribute to the ITOST strategic plan and produce and maintain a plan for Incident and Problem Management

  • To work with peers and colleagues across ITOST, including Senior Management to set direction and priorities and to contribute to the ITOST strategy and business plan

  • To ensure daily cover is provided to meet business requirements and on an exceptional basis be available to work unsociable hours to meet one off business demands. For example, if required during incident management.

Please see the attached Role Profile for an in-depth view of the post.

About You

We are looking for a hardworking and pro-active leader with a consistent record of success in people management. You will possess strong internal and external stakeholder engagement experience with the ability to influence across all grades, inside and outside the organisation.

You will have good communication and influencing skills and be highly organised with the ability to prioritise a full workload. You will also be a skilled communicator and effective decision maker who is focused, with attention to detail.

Working for the DVLA Digital Team

At the DVLA our work matters. We?re at the forefront of digital within government, providing new and improved services that are reliable, easy to use and offer value for money for our customers. With over 49 million driver records and over 40 million vehicle records, the opportunity to work at this scale is unrivalled across the region. Our services generate billions in revenue and make a difference to the lives of 9 out of 10 households in the UK.

If you would like to read more about the great opportunities with the DVLA Digital Team then click here

Our people are transforming our digital services, head over to our DVLA Digital Services Blog to read about what we have been up to.


We'll assess you against these behaviours during the selection process:

  • Leadership

  • Communicating and Influencing

  • Making Effective Decisions

Technical skills

We'll assess you against these technical skills during the selection process:

  • SFIA Framework - Relationship Management (RLMT) Level 4

  • SFIA Framework - Incident Management (USUP) Level 5


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension
  • We encourage a great work-life balance
  • Best in class Learning & Development
  • Digital communities
  • Generous salary and pension
  • On-site gym plus personal training
  • On-site nursery, restaurants and coffee bar
  • 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the Queen?s birthday
  • Range of staff groups to support all our colleagues
  • Free parking
  • Buy and sell annual leave

To find out more about the great opportunities and benefits of working at DVLA, click here or read our blogs .

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