90393 - Service Desk Operations Coordinator

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer) 

Salary: National: £32,827 - £35,678 (which may include an allowance of up to £61), London: £37,174 - £40,403 (which may include an allowance of up to £851). 

Working pattern: Full time, Part time, Flexible working.

Contract Type: Permanent 

Vacancy number: 90393 

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

We’re recruiting for a Service Desk Operations Coordinator here at Justice Digital, to be part of our warm and collaborative Service Operations team. 

This role aligns against IT Service Manager from the Government Digital and Data Framework 

The Service Desk Coordinator will report directly to the Senior Service Desk Operations Manager. This is a central role responsible for coordinating service desk operations, supporting the Operations team, managing administrative functions, overseeing risk and issue management, providing team coverage, maintaining Incident Management processes, policies, and Service Desk procedures, and managing the Continual Service Improvement Register. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities: 

Operational coordination:

• Ensure the smooth operation of the Service Desk, facilitating effective collaboration across different service areas.
• Support strategic initiatives for service enhancement.

Process, Policy & Procedure Management:

• Keep the Incident Management processes and policies, and the Service Desk Contact Handling procedures current ensuring compliance with organisational standards.
• Regularly review and revise documentation to reflect changes in technology, service delivery and processes.

Continual Service Improvement Register Management:

• Assess and highlight opportunities for improvement and streamline processes to enhance efficiency in our service desk operations. Record these improvements on the Continual Improvement register.
• Maintain and update the Continual Improvement register for the Service Desk team.
• Track and document improvements, ensuring they align with the Digital Strategy and User Satisfaction goals.

Support Service Desk Operations Team:

• Assist the Senior Service Desk Manager and the Service Desk Operations Leads in their respective areas, ensuring effective information sharing and collaboration.

Administrative Oversight:

• Manage administrative tasks including scheduling calls, workshops and documentation management.

Risks & Issues Management:

• Identify, record, manage and escalate risks and issues impacting the service desk operations.
• Keep the risks and issues log current and reflective of ongoing updates.

Stakeholder Engagement:

• Cultivate robust relationships with both internal stakeholders and external suppliers, actively promoting the service desk's best practices and strategic objectives in a positive and engaging manner.

Performance Monitoring and Reporting:

• Analyse and report on service desk performance, identifying trends and areas for improvement.
• Generate regular reports on operational metrics, administrative tasks, and improvement activities.
• Brief the Compliments, Complaints & Escalations (CCE) Reporting & Stakeholder Lead on any emerging trends.

Team Coverage:

• Provide cover for team members during absences, maintaining operational continuity.
• Adapt to different service desk roles as needed. 

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification 

Essential 

• Proven experience working in a service desk environment, with an understanding of the ITIL framework.
• Operational Coordination: Skilled in effectively managing and coordinating service desk operations, ensuring seamless integration and efficiency.
• Process and Policy Management: Proficient in maintaining, updating, and ensuring compliance with service desk processes, policies, and procedures.
• Risk and Issue Management: Capable of proactively identifying, documenting, managing, and escalating operational risks and issues.
• Stakeholder Engagement: Experienced in cultivating strong relationships with both internal stakeholders and external suppliers, promoting service desk objectives positively.
• Performance Analysis and Reporting: Adept at analysing service desk performance, identifying improvement areas, and generating insightful reports.
• Adaptability and Team Support: Flexible and adaptable in providing effective support across various service desk roles, including team coverage and administrative tasks. 

Willingness to be assessed against  the requirements for SC clearance 

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
• Staff have 10% time to dedicate to develop & grow
• Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app.
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

How to Apply 

Candidates must submit a CV and Supporting Statement (of no more than 500 words) which describes how you meet the requirements set out in the Person Specification above. 

Candidates who do not submit both a CV and a separate statement of suitability will not be invited to interview. 

Within your statement of suitability, please focus on demonstrating how you meet the following essential criteria which are being assessed at the sift stage; 

• Proven experience working in a service desk environment with an understanding of the ITIL framework.
• Operational Coordination: Skilled in effectively managing and coordinating service desk operations, ensuring seamless integration and efficiency.
• Stakeholder Engagement: Experienced in cultivating strong relationships with both internal stakeholders and external suppliers, promoting service desk objectives positively. 

In Justice Digital, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process: 

• Delivering at Pace
• Managing a Quality Service 

Your application will be reviewed against the Person Specification above by a diverse panel. 

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. 

Should we receive a high volume of applications, a pre-sift based on your service desk experience will be conducted prior to the sift. 

Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application. 

A reserve list may be held for a period of up to 12 months from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements. 

If you have any questions please feel free to contact recruitment@digital.justice.gov.uk