Second Line Support Service Desk Manager - HM Courts and Tribunals Service - SEO

As a Second Line Support Desk Manager, you'll lead service desk operations supporting digital products used across HMCTS. Working as part of the wider Live Operations team, you'll play a central role in shaping and delivering a modern, user-focused digital support model. You'll manage teams across service desk and digital support functions, ensuring services are well-coordinated, high-performing and continuously improving. This is a role where leadership, communication and service quality are key. What you'll be doing

• Lead and manage second line support teams, setting direction and priorities
• Oversee the delivery of reliable, high-quality digital support services
• Take ownership of incidents, ensuring issues are resolved quickly and effectively
• Monitor and improve service performance against SLAs and KPIs
• Identify opportunities to improve services, including automation and process improvements
• Work closely with stakeholders, suppliers and delivery teams
• Ensure services are secure, compliant and aligned to business needs
• Develop and support team capability, creating a positive and high-performing culture
  
  Experience leading service desk or IT support functions in complex organisations
• Strong understanding of service management frameworks (e.g. ITIL)
• Proven ability to improve services and deliver excellent customer outcomes
• Confident working with stakeholders and multidisciplinary teams
• Strong communication and influencing skills
• Experience managing performance, SLAs and service delivery
• Ability to solve problems, analyse issues and drive improvements
• Either a strong technical background or a solid understanding of digital service environments
  
  London, England, United Kingdom
> 1000 employees Corporate / Direct Employer Government Digital and Data is a community of experts leading digital transformation in government, creating more efficient services that have a meaningful impact on people's lives. Government Digital and Data professionals benefit from cross-government events and learning. From webinars from the world's leading innovators to digital upskilling sessions.They enhance our professionals' skills and capabilities, which ultimately enables them to be a part of the world-leading advancements in digital transformation and government innovation.