IT SERVICE DESK MANAGER

MANAGEMENT

IT SERVICE DESK MANAGER

LOCATION: ATRIUM COURT/HYBRID WORKING

With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.

ScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.

THE ROLE: The successful candidate will report to the IT Operations Manager and will have responsibility for ensuring the 1st line Service Desk team provide our business with exceptional levels of customer service and technical assistance while working within agreed SLA’s. You will manage the team of six 1st line support engineers and the IT Admin assistant and provide monthly reporting packs to the IT Operations Manager which highlights the levels of service being provided to the business. You will work with the wider IT team to bring projects into business-as-usual support ensuring all support documentation is provided and easily accessible to the support teams.

You will also look after our Problem Management process which will involve working with members of the wider ScotRail IT team, stakeholders and third-party suppliers to manage problem records, known errors and identify call trends to highlight any issues needing further investigation. Provide Root Cause Analysis documentation from any major incidents with problem tasks created to help prevent a re-occurrence.

You will also manage the customer satisfaction feedback service for the IT Service Desk, following up on feedback where required and taking note of where improvements can be made.

Essential skills and experience:

* Experience of working in a Service desk environment in a leadership role.

* Commitment to providing excellent customer service.

* Excellent organisational skills.

* Excellent analytical skills

* ITIL Certification to foundation level.

Desirable skills and experience:

* ITIL 4 Practitioner: Incident Management.

* Knowledge of operational railway environment.

* Membership of professional body.

Hours of work: 35 hours per week. Reference Salary: £37K - £41k per annum. On Call commitment.

We’ll ensure you’re rewarded for your contribution with a competitive package that includes:

* Contributory Final Salary Pension scheme

* Free and reduced rate rail travel for you and your family, where applicable.

* Generous holiday allowance

* Hapi benefits package, offered to everyone at ScotRail

Selection process: Assessment and Interview may form the initial stages of the selection process. The final stage for successful candidates will be a medical questionnaire. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period. Training initially involves attendance on our virtual Induction Training Programme.