Service desk manager

Find out what a service desk manager in government does and the skills you need to do the role at each level.

Last updated 30 August 2024 — See all updates

Contents

— What a service desk manager does
— Service desk manager role levels

— 1. Service desk analyst
— 2. Senior service desk analyst
— 3. Service desk manager
— 4. Head of service desk

— Roles that share service desk manager skills

What a service desk manager does

A service desk manager is responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing. This includes multi-function devices and specialised IT equipment.

In this role, you will also be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.

Service desk manager role levels

There are 4 service desk manager role levels, from service desk analyst to head of service desk.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. Service desk analyst

A service desk analyst interacts with customers.

At this role level, you will:

perform tasks such as taking calls from customers and trying to resolve their queries
know when to escalate issues to your manager

This role level is often performed at the Civil Service job grade of:

AO (Administrative Officer)
EO (Executive Officer)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Continual service improvement Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of developing process efficiency and common ways in which processes are optimised support specific activities to improve development processes spot or identify obvious deficiencies
Customer service management Level: working Working is the second of 4 ascending skill levels	You can: resolve user requests to a minimum of the agreed service level agreement empathise with the end user use customer-focused metrics to achieve the desired outcome
Ownership and initiative Level: working Working is the second of 4 ascending skill levels	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Service focus Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of different products and services
Service reporting Level: working Working is the second of 4 ascending skill levels	You can: produce relevant reports in a standard format and agreed timeframe work with important stakeholders to discuss any changes in the reporting processes add a commentary that provides an interpretation of the data set
Technical understanding Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focus Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness or understanding of user experience analysis and its principles explain the purpose of user stories and the focus on user needs

You can:

track, log and correct information to protect assets and components

You can:

show an awareness of developing process efficiency and common ways in which processes are optimised
support specific activities to improve development processes
spot or identify obvious deficiencies

You can:

resolve user requests to a minimum of the agreed service level agreement
empathise with the end user
use customer-focused metrics to achieve the desired outcome

You can:

own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

show an awareness of different products and services

You can:

produce relevant reports in a standard format and agreed timeframe
work with important stakeholders to discuss any changes in the reporting processes
add a commentary that provides an interpretation of the data set

You can:

show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

show an awareness or understanding of user experience analysis and its principles
explain the purpose of user stories and the focus on user needs

2. Senior service desk analyst

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

own and update the script for service desk analysts
coach and develop one or more service desk analysts, and manage availability

This role level is often performed at the Civil Service job grade of:

EO (Executive Officer)
HEO (Higher Executive Officer)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Customer service management Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: resolve user requests, maintaining a high level of customer service deal with complex complaints use empathy to understand and meet customer needs
Ownership and initiative Level: working Working is the second of 4 ascending skill levels	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management Level: awareness Awareness is the first of 4 ascending skill levels	You can: investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational) contribute to the implementation of remedies and preventative measures
Service focus Level: working Working is the second of 4 ascending skill levels	You can: take inputs and establish coherent frameworks that work
Service management framework knowledge Level: awareness Awareness is the first of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification
Service reporting Level: working Working is the second of 4 ascending skill levels	You can: produce relevant reports in a standard format and agreed timeframe work with important stakeholders to discuss any changes in the reporting processes add a commentary that provides an interpretation of the data set
Technical understanding Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focus Level: working Working is the second of 4 ascending skill levels	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes

You can:

track, log and correct information to protect assets and components

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

resolve user requests, maintaining a high level of customer service
deal with complex complaints
use empathy to understand and meet customer needs

You can:

own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
contribute to the implementation of remedies and preventative measures

You can:

take inputs and establish coherent frameworks that work

You can:

You have a Level 3 service management framework qualification

You can:

produce relevant reports in a standard format and agreed timeframe
work with important stakeholders to discuss any changes in the reporting processes
add a commentary that provides an interpretation of the data set

You can:

show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

identify and engage with users or stakeholders to collate user needs evidence
understand and define research that fits user needs
use quantitative and qualitative data about users to turn user focus into outcomes

3. Service desk manager

A service desk manager identifies emerging issues and is a knowledge expert.

They are responsible for the resourcing and development of the team, including the preparation and co-ordination of service transition activities.

This role level is often performed at the Civil Service job grade of:

HEO (Higher Executive Officer)
SEO (Senior Executive Officer)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Customer service management Level: expert Expert is the fourth of 4 ascending skill levels	You can: translate lessons learnt into continual service improvement oversee the full range of customer service functions, including reviewing customer service satisfaction investigate which processes can be automated and the ways to automate them
Ownership and initiative Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: take accountability for issues that occur and be proactive in searching for potential problems achieve excellent user outcomes
Problem management Level: working Working is the second of 4 ascending skill levels	You can: initiate and monitor actions to investigate patterns and trends to resolve problems effectively consult specialists where required determine the appropriate remedy and assist with its implementation determine preventative measures
Service focus Level: working Working is the second of 4 ascending skill levels	You can: take inputs and establish coherent frameworks that work
Service management framework knowledge Level: working Working is the second of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
Service reporting Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: use your data analytics skills to enhance business performance
Technical understanding Level: working Working is the second of 4 ascending skill levels	You can: understand the core technical concepts related to the role, and apply them with guidance
User focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: collaborate with user researchers and can represent users internally explain the difference between user needs and the desires of the user champion user research to focus on all users prioritise and define approaches to understand the user story, guiding others in doing so offer recommendations on the best tools and methods to use

You can:

track, log and correct information to protect assets and components

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

translate lessons learnt into continual service improvement
oversee the full range of customer service functions, including reviewing customer service satisfaction
investigate which processes can be automated and the ways to automate them

You can:

take accountability for issues that occur and be proactive in searching for potential problems
achieve excellent user outcomes

You can:

initiate and monitor actions to investigate patterns and trends to resolve problems
effectively consult specialists where required
determine the appropriate remedy and assist with its implementation
determine preventative measures

You can:

take inputs and establish coherent frameworks that work

You can:

You have a Level 3 service management framework qualification
demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

You can:

use your data analytics skills to enhance business performance

You can:

understand the core technical concepts related to the role, and apply them with guidance

You can:

collaborate with user researchers and can represent users internally
explain the difference between user needs and the desires of the user
champion user research to focus on all users
prioritise and define approaches to understand the user story, guiding others in doing so
offer recommendations on the best tools and methods to use

4. Head of service desk

A head of service desk is responsible for managing a team who provides first- and second-line technical support.

At this role level, you will:

ensure support of existing and emerging information and communications technology (ICT) services, and provide technical advice to project teams
ensure that the support team undertakes development so that they can advise on future projects and current issues
manage and monitor service desk service level agreements (SLAs) and performance

This role level is often performed at the Civil Service job grade of:

SEO (Senior Executive Officer)
G7 (Grade 7)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Continual service improvement Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: analyse current processes, and identify and implement opportunities to optimise them lead and develop a team of experts to deliver service improvements help to evaluate and establish requirements for the implementation of changes by setting policy and standards
Customer service management Level: expert Expert is the fourth of 4 ascending skill levels	You can: translate lessons learnt into continual service improvement oversee the full range of customer service functions, including reviewing customer service satisfaction investigate which processes can be automated and the ways to automate them
Ownership and initiative Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: take accountability for issues that occur and be proactive in searching for potential problems achieve excellent user outcomes
Problem management Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: ensure that the right actions are taken to investigate, resolve and anticipate problems co-ordinate the team to investigate problems, implement solutions and take preventive measures
Service focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: see the bigger picture by taking groups of services and investigating how to get the best of underlying services
Service management framework knowledge Level: working Working is the second of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
Service reporting Level: expert Expert is the fourth of 4 ascending skill levels	You can: use prediction methodologies to derive and maintain a holistic view of important trends across multiple processes
Technical understanding Level: working Working is the second of 4 ascending skill levels	You can: understand the core technical concepts related to the role, and apply them with guidance
User focus Level: expert Expert is the fourth of 4 ascending skill levels	You can: give direction on which tools or methods to use demonstrate experience in meeting the needs of users across a variety of channels bring insight and expertise in how user needs have changed over time to ensure they're met by the business apply strategic thinking to provide the best service for the end user

You can:

track, log and correct information to protect assets and components

You can:

analyse current processes, and identify and implement opportunities to optimise them
lead and develop a team of experts to deliver service improvements
help to evaluate and establish requirements for the implementation of changes by setting policy and standards

You can:

translate lessons learnt into continual service improvement
oversee the full range of customer service functions, including reviewing customer service satisfaction
investigate which processes can be automated and the ways to automate them

You can:

take accountability for issues that occur and be proactive in searching for potential problems
achieve excellent user outcomes

You can:

ensure that the right actions are taken to investigate, resolve and anticipate problems
co-ordinate the team to investigate problems, implement solutions and take preventive measures

You can:

see the bigger picture by taking groups of services and investigating how to get the best of underlying services

You can:

You have a Level 3 service management framework qualification
demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

You can:

use prediction methodologies to derive and maintain a holistic view of important trends across multiple processes

You can:

understand the core technical concepts related to the role, and apply them with guidance

You can:

give direction on which tools or methods to use
demonstrate experience in meeting the needs of users across a variety of channels
bring insight and expertise in how user needs have changed over time to ensure they're met by the business
apply strategic thinking to provide the best service for the end user

Role	Shared skills
End user computing engineer	Asset and configuration management Continual service improvement Ownership and initiative Service focus Service reporting Technical understanding User focus Problem management Service management framework knowledge
Application operations engineer	Asset and configuration management Continual service improvement Ownership and initiative Service focus Technical understanding User focus Problem management Service management framework knowledge
Business relationship manager	Asset and configuration management Continual service improvement Ownership and initiative Service focus Service reporting Technical understanding User focus Service management framework knowledge
Change and release manager	Asset and configuration management Continual service improvement Ownership and initiative Service focus Technical understanding User focus Problem management Service management framework knowledge
Command and control centre manager	Asset and configuration management Continual service improvement Ownership and initiative Service focus Technical understanding User focus Problem management Service management framework knowledge

Updates

Published 7 January 2020

Last updated 30 August 2024

30 August 2024

The skill level descriptions for 'customer service management' have been updated to improve clarity and ensure consistency across the framework. No change was made to the meaning of skill level descriptions.

7 December 2023

The indicative job grades for 2 role levels have been corrected. The grades for the level 'senior service desk analyst' are now EO and HEO. The grades for level 'service desk manager' are now HEO and SEO.

7 January 2020

First published.

Service desk manager

What a service desk manager does

Service desk manager role levels

1. Service desk analyst

2. Senior service desk analyst

3. Service desk manager

4. Head of service desk

Updates

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Service desk manager

What a service desk manager does

Service desk manager role levels

1. Service desk analyst

2. Senior service desk analyst

3. Service desk manager

4. Head of service desk

Roles that share service desk manager skills

Updates

Is this page useful?

Thank you for your feedback