Description Are you an IT professional who excels in providing technical advice to a range of stakeholders? This role is located in Digital Directorate, in the Statistics & Data Access Division headed by the Chief Statistician. The post sits within the Data Platforms team within the Data for Research, Platforms and Legislation Unit. The Data Platform team provides services to the rest of the Scottish Government Analytical team providing access to additional tools, supporting the analysts, that are not available in the General Scots build. These tools are the Analytical Data Management (ADM) and the Analytical Workbench (AWB). Additional specific tooling is also provided that supports the creation of National Datasets from the 32 Local Authorities. As Service Desk Manager, you will be responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing, which includes multi-function devices and specialised IT equipment. You will be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams. You will also be expected to build user relationships across the organisation managing a range of diverse service needs. Responsibilities Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions. Take responsibility for the full range of customer service functions, including reviewing customer service satisfaction. Investigate which processes can be automated and the ways to do so. Take accountability for issues that occur and be proactive in searching for potential problems. 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. Use your data analytics skills to enhance business performance. Understand the core technical concepts related to the role, and apply them with guidance. Offer recommendations on the best tools and methods to use. Responsibilities Success Profile Success profiles are specific to each job, and they include the mix of experience, skills and behaviours candidates will be assessed on. Experience: Strong operational and technical understanding of organisational IT policies and systems. Responsible for the resourcing and development of the team, including the preparation and co-ordination of service transition activities. Demonstrable skills of managing a team who provides first- and second-line technical support Experience is assessed at sift, along with a more in-depth assessment at interview. Technical Skills: This role is aligned to the Service Desk Manager role within the DDaT IT Operations job family. You can find out more about the skills required, here. These skills are assessed by technical assessment, designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed, plus the method of assessment. Behaviours Manging a Quality Service – Level 3 You can find out more about Success Profiles Behaviours, here. Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage. How to apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the four Experience criteria listed in the Success Profile above. Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment The sift is scheduled for w/c 06/10/2025. Interviews and DDaT Technical assessments are scheduled for w/c 20/10/2025, however these may be subject to change. Qualifications About us The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including education, health, the economy, justice, housing, and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. Working pattern Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role. From October 2025, the Scottish Government will require staff in hybrid-compatible roles to work in-person 40% of the time, either in an office or other agreed work location. If you have specific questions about the role you are applying for, please contact David.Grzybowski@gov.scot DDaT Pay Supplement This post is part of the Scottish Government Digital, Data and Technology (DDAT) profession, as a member of the profession you will join the professional development system. This post currently attracts a £5,000.00 annual DDAT pay supplement, applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded. Security Checks Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide. Equality Statement We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further information Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. Apply Before: 28th September 2025 (23:59) - This role is open to internal candidates and Common Citizenship organisations only.