Overview

Position Title:IT Service Desk Lead

Company:Driver and Vehicle Licensing Agency (DVLA)

Location:Swansea, Wales, UK

Job Description:

The Service Desk is a dedicated team, working in a fast-paced environment, managed using ITIL (IT Infrastructure Library) methodology. As a Service Desk Lead, you will lead the team in the delivery of quality, performance and day-to-day operations of the Service Desk, ensuring that customer service and quality is at the heart of everything we do.

Responsibilities:

  • 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

Requirements:

  • Proactive with the aptitude to use your own initiative, you will be a strong leader who role models behaviours to lead and inspire staff.
  • Being able to communicate effectively will be advantageous, allowing you to deliver information in an effective way to ensure understanding.
  • Working in a collaborative style, you will be able to bring others together, using your resilience and determination to achieve goals, understanding how your role fits with and supports organisational objectives. ‘
  • You will bring a positive attitude with a thirst for learning and development of self and the wider Service Desk team, leading by example.

About Driver and Vehicle Licensing Agency (DVLA)

We’re the Driver and Vehicle Licensing Agency (DVLA) holding over 49 million driver records and over 40 million vehicle records. We collect around £6 billion a year in vehicle excise duty (VED).