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.

Experience
- Proven experience managing IT service desk operations
- Experience managing service performance against SLAs and KPIs
- Experience working with third-party suppliers and service providers
- Experience leading teams in diagnosing and resolving technical issues
- Experience in service improvement initiatives, estates integration, or working in a public sector or regulated environment is beneficial

About you
- 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
- Passion for delivering excellent customer service and driving continuous improvement
- Confident leader able to work in a fast-paced operational environment

Qualifications
- ITIL qualification (e.g. ITIL v4 Foundation) is expected or willingness to achieve within 6 months of appointment