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

Location: National

Join HM Courts and Tribunals Service (HMCTS) and help keep critical digital services running for courts and tribunals across England and Wales. This is a key leadership role where you'll shape how support services are delivered, ensuring users get fast, effective and reliable help when they need it most.

About the role

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

What we're looking for

• 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

Interested?
This partner post gives you a quick overview

Click through to the full Civil Service Jobs advert to find out more and apply.