Details
Reference number
430565
Salary
£42,893 - £46,850
£42,893 - £42,893 Based on capability. The base salary of this grade is £42,382. Offers made above this will be made up with a specialist pay allowance.
GBP
Job grade
Senior Executive Officer
Contract type
Permanent
Business area
GDS - Digital Identity & One Login
Type of role
Digital
Information Technology
Working pattern
Flexible working, Full-time, Job share, Part-time, Compressed hours
Number of jobs available
1
Contents
* Location
* About the job
* Benefits
* Things you need to know
* Apply and further information
Location
Manchester
About the job
Job summary
The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.
Our priorities are to drive a modern digital government, by:
* joining up public sector services
* harnessing the power of AI for the public good
* strengthening and extending our digital and data public infrastructure
* elevating leadership and investing in talent
* funding for outcomes and procuring for growth and innovation
* committing to transparency and driving accountability
We are home to the Incubator for Artificial Intelligence (I.AI), the world-leading GOV.UK and at the forefront of coordinating the UK's geospatial strategy and activity. We lead the Government Digital and Data function and champion the work of digital teams across government.
We're part of the Department for Science, Innovation and Technology (DSIT) and employ more than 1,000 people all over the UK, with hubs in Manchester, London and Bristol.
The Government Digital Service is where talent translates into impact. From your first day, you'll be working with some of the world's most highly-skilled digital professionals, all contributing their knowledge to make change on a national scale.
Join us for rewarding work that makes a difference across the UK. You'll solve some of the nation's highest-priority digital challenges, helping millions of people access services they need
Job description
This is an exciting opportunity to be the Technical Service Desk Manager for the One Login programme. Reporting into the Senior Technical Service Desk Manager, the Technical Service Desk Manager will play a critical role in ensuring that the One Login service is operating as intended having responsibility for keeping reliant parties and the One Login for Government Technical Service Desk informed of events, actions and opportunities that are likely to impact their day-to-day activities, providing an essential interface with IT operational staff and other supporting referral groups.
As a Technical Service Desk Manager you'll:
* act as the routine escalation contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution;
* support the Technical Service Desk Analysts providing investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues;
* identify and engages with users / stakeholders to collate evidence, and understands and defines research which fits user needs. Working with Supplier Management, manages and monitors Service Desk service level agreements (SLAs/SLOs) and performance;
* initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required, determine the appropriate resolution and assist with its implementation;
* translate user stories and propose design approaches or services to meet these needs, and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities;
* drive the analysis, identification, prioritisation and implementation of service improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. Uses data analytics skills to make decisions that enhance business performance;
* use results of customer satisfaction measurements to improve services and has successful relationships with the customer;
* take ownership of problems, and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.
Person specification
We are looking for an experienced Technical Service Desk Manager with strong technical skills and a proven track record of responding to major incidents.
We are interested in people who have:
* a proven track record of working in a Critical National Infrastructure (or comparable scale, profile, risk, complexity etc) live service environment
* experience of managing a technical service desk, preferably on a service that is comparable (i.e. scale, profile, risk, etc) to One Login, including managing external suppliers for Live Service, Change, Digital and IT delivery. Demonstrate knowledge of the life cycle or capability elements of ITIL 4 (Information Technology Infrastructure Library)
* a demonstrable track record of co-ordinating the response to major incidents, ensuring relevant prioritisation, focus on restoring the service and effective stakeholder engagement
* experience in setting, monitoring and achieving performance criteria, with a focus on quality, efficiency, and customer satisfaction. Particular focus will be on the ability to ensure service targets, SLA's, and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery
* excellent communication skills with a proven ability to build and maintain relationships with stakeholders at all levels
Benefits
There are many benefits of working at GDS, including:
* flexible hybrid working with flexi-time and the option to work part-time or condensed hours
* a Civil Service Pension with an average employer contribution of 28.97%
* 25 days of annual leave, increasing by a day each year up to a maximum of 30 days
* an extra day off for the King's birthday
* an in-year bonus scheme to recognise high performance
* career progression and coaching, including a training budget for personal development
* paid volunteering leave
* a focus on wellbeing with access to an employee assistance programme
* job satisfaction from making government services easier to use and more inclusive for people across the UK
* advances on pay, including for travel season tickets
* death in service benefits
* cycle to work scheme and facilities
* access to an employee discounts scheme
* 10 learning days per year
* volunteering opportunities (5 special leave days per year)
* access to a suite of learning activities through Civil Service learning
Any move to Government Digital Service from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at
Office attendance
The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The current expectation for staff is to attend the office or non-home based location for 40-60% of the time over the accounting period.
DSIT does not normally offer full home working (i.e. working at home); but we do offer a variety of flexible working options (including occasionally working from home).
Things you need to know
Selection process details
The standard selection process for roles at GDS consists of:
* a simple application screening process - We only ask for a CV and cover letter of up to 750 words. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the "person specification" section above
* a 60 minute video interview
Depending on how many applications we get, there might also be an extra stage before the video interview, for example a phone interview or a technical exercise.
While we value the use of AI technology to enhance our daily work, we also value the personal touch and urge applicants to write cover letters without the use of AI to emphasise their own unique experiences.
In the event we receive a high volume of applications, we will conduct the initial sift against the lead criteria which is:
* a proven track record of working in a Critical National Infrastructure (or comparable scale, profile, risk, complexity etc) live service environment
In the Civil Service, we use Success Profiles to evaluate your skills and ability. This gives us the best possible chance of finding the right person for the job, increases performance and improves diversity and inclusivity. We'll be assessing your technical abilities, skills, experience and behaviours that are relevant to this role.
For this role we'll be assessing you against the following Civil Service Behaviours:
* changing and improving
* making effective decisions
* seeing the bigger picture
* managing a quality service
We'll also be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework for the Service Desk Manager role:
* Continual service improvement
* Customer service management
* IT Service Reporting
* Ownership and Initiative
* Service Focus
* Technical Understanding
* User Focus
Recruitment Timeline
Sift completion: week commencing Monday 13th October 2025
Panel interviews: starting week commencing Monday 27th October 2025
Candidates that do not pass the interview but have demonstrated an acceptable standard may be considered for similar roles at a lower grade.
A reserve list will be held for a period of 12 months, from which further appointments can be made.
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.
Please note that this role requires SC clearance, which would normally need 5 years' UK residency in the past 5 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.
Sponsorship
DSIT cannot offer Visa sponsorship to candidates through this campaign. DSIT holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.
Whilst this role's location is Manchester, if you are a current Civil servant working in DSIT and based in London, you are also able to apply for this role. If you are successful, you will retain your London location and pay.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .
See our vetting charter .
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
* UK nationals
* nationals of the Republic of Ireland
* nationals of Commonwealth countries who have the right to work in the UK
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
* individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
* Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
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 Diversity and Inclusion Strategy .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
* Name :
* Email :
Recruitment team
* Email :
Further information
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact GDS- in the first instance.
If you are not satisfied with the response you receive you can contact the Civil Service Commission by email: Or in writing: Civil Service Commission, Room G/8 1 Horse Guards Road, London, SW1A 2HQ.