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ONR do welcome applicants who require sponsorship through the skilled worker route. Unfortunately, this particular role does not meet the eligibility requirements. If you have any questions, please contact onr.human-resources@onr.gov.uk.

ONR is not a Civil Service department, however, we are an arms length body of Department of Work and Pensions.

About ONR

The Office for Nuclear Regulation (ONR) is responsible for the regulation of nuclear safety and security across the UK. Our mission is to provide efficient and effective regulation of the nuclear industry, holding it to account on behalf of the public.

As part of its 2025 strategy ONR is committed to being a modern and transparent regulator, delivering trusted outcomes and value. We are making substantial investments in new digital technologies and skills to enhance our regulatory processes and management of information.

About The Role

The role sits within the Information Technology and Delivery Directorate (ITDD), as part of the IT Service Management (ITSM) function. This post will be responsible for leading a variety of IT resolver groups and enabling the delivery of a high-quality service to the end user base. The Service Desk Manager will identify emerging issues and is a knowledge expert across teams. The post holder will be expected to provide strong leadership and direction to the Service Desk Analyst team by managing their career, development and performance needs and ensuring they are supported throughout their employment life cycle, in line with ONR’s performance management process.

The Service Desk Manager is responsible for the resourcing and development of the team, including any coordinated service transitional activities. The post holder will need to have strong communication skills to motivate and encourage workers, and strong interpersonal skills to build relationships with customers. This is an exciting role within the ITDD and is essential in ensuring that we provide a service that exceeds the needs of the organisation.

Principal Responsibilities

• Responsible for identifying emerging issues within the IT Service Desk team.
• Management of 1st level incident and service escalations
• Own and update Service Desk scripts for Service Desk Analysts
• Identify insights into Incident and Service Request that aide in minimising service disruption to users.
• Monitor and support IT service delivery ensuring systems, services, methodologies, and procedures are in place and followed.
• Responsible for the resourcing, capacity planning, coaching and development of the team, including the preparation and co-ordination of service transition activities.
• Management of the or team, this includes providing support, supervising staff, and providing direction and mentorship to staff.
• Instil a service-first approach and align to industry best practice, this will include embedding and applying ITIL best practices across an ITSM Service Desk tool to enable effective technical support.
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
• Facilitate and contribute towards meetings to ensure that the team are improving performance, service, modernising IT and enhancing product quality. Use information gathered at these meetings to target areas for continual service improvements.
• Update and review the IT Service Catalogue ensuring that items are up to date, accurate and fit for purpose.
• Support staff and the wider ITDD team with the use of new and existing technologies.

Line Management Responsibilities

None currently, however, at this level there could be an expectation to manage staff in the future.

Location / Travel

This post may be undertaken from a base at any one of ONR’s office locations (Bootle, Cheltenham, or London).

ONR operates hybrid working (working in the office and or at home) as part of our flexible working policy. There is an expectation that everyone will spend time in the office on a regular basis, recognising that some work is better done face to face. Managers will work with their teams on what works best to meet individual, team, business and organisational needs to enable collaboration, as well as balancing personal choice and wellbeing.

Clearance Level

BPSS

Person Specification

ONR is committed to being an inclusive employer and we welcome and encourage applications from all applicants. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free. For example, providing job descriptions in alternative formats, and providing communication support and accessible venues. If you would like to discuss how we can support you, please contact (ONR.Human-Resources@onr.gov.uk/ or 0203 028 0133 / 0203 028 0120) who will be able to provide further information and discuss any reasonable adjustments you may need during the recruitment process. We will offer an interview to disabled people who meet the minimum criteria for the role. Applicants also have the choice to opt into our Guaranteed Interview Scheme when completing their application where we will offer an interview to disabled people who meet the minimum criteria for the role.

ONR recognises it has a role to play in helping those leaving the Armed Forces (veterans) and have introduced a Guaranteed Interview Scheme for veterans. This is part of a government initiative known as the ‘Great Place to Work for veterans. Veterans are officially defined as anyone who has served for at least one day in His Majesty’s Armed Forces (Regular or Reserve). All veterans who meet the minimum criteria for a role will be invited to interview and they have the choice to opt into this scheme when completing their application. To be eligible to apply for roles under the initiative, veterans must meet certain eligibility criteria below.

• have served for at least one year in His Majesty’s Armed Forces (as a Regular or Reserve)
• be in transition from, or ceased to be a member of, His Majesty’s Armed Forces; and
• not already be employed by ONR.

Qualifications

Successful applicants should hold, have the equivalent or be willing to work towards within the first 12 months the following qualifications:

• ITIL Foundation Certification (Essential)
• MTA Cloud Fundamentals (Desirable)
• AZ-104 Microsoft Azure Administrator (Desirable)

Essential Skills/Job Related Expertise

• Solid understanding of a service-first approach, aligned to industry best practice.
• Experience of service reporting and incident trending analysis and solution
• Proven experience of implementing continuous IT service Improvement
• Significant experience of team management with various teams and IT resolver groups.
• Experience of working with multiple 3rd party suppliers to ensure incidents and service requests are resolved or fulfilled.
• Demonstrable experience in stakeholder management, specifically SME’s, Service & Product Owners
• Proven experience of balancing challenging and conflicting priorities, with resilience to flex in order to meet business needs.

An annual leave allowance of 25 plus 8 days public holiday. There is also an entitlement to 1 privilege day. Your annual leave allowance will increase by 1 day each year up to a maximum of 30 days.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A civil service pension

Job contact :

Name :
Adrian Davies
Email :
adrian.davies@onr.gov.uk

Recruitment team

Email :
ONR.Human-Resources@onr.gov.uk