Helpdesk Service Manager – Grade D, Hours: 35 per week, Fixed Term until January 2027, Salary £41,567, Location: Scotland (home & hybrid working possible).
Key Responsibilities and Accountabilities
* Lead and manage the Helpdesk service, ensuring consistent, high‑quality first‑ and second‑line support across all IT applications, services and end‑user devices.
* Oversee the effective handling of incidents, requests and technical issues, ensuring timely resolution, correct prioritisation and appropriate escalation to maintain service levels.
* Support operational delivery of existing and emerging ICT services, providing technical insight to project teams and ensuring smooth introduction of new technologies.
* Monitor service performance and produce clear, actionable reporting, using data to identify trends, risks and opportunities for improvement.
* Drive continual service improvement, streamlining processes, improving user experience and promoting a culture of proactive problem prevention.
* Build and maintain positive working relationships, ensuring effective communication with users, IT colleagues, suppliers and wider stakeholders.
* Provide line management, leadership, guidance and development opportunities for helpdesk staff, ensuring the team has the skills, capability and support to deliver high‑quality services.
Qualifications
1. Customer Service Management
Ability to deliver a high‑quality, customer‑focused support experience, resolving user requests within agreed service levels while demonstrating empathy, professionalism, and clear communication. Able to explain technical issues in a way that is easily understood by non‑technical users and build positive working relationships with staff across the organisation.
2. Incident, Request & Problem Resolution
Apply ITIL best‑practice to manage, prioritise and elevate incidents, service requests and problems to ensure end‑user devices are maintained, updated and fit for purpose.
3. Helpdesk Service Leadership
Experience leading first‑ and second‑line support teams, providing clear guidance, setting expectations, and ensuring constructive, effective communication.
4. Service Reporting & Data Interpretation
Ability to produce clear service performance reports, interpret data, and communicate insights effectively to support informed decision‑making.
5. Continual Service Improvement
Commitment to optimising processes, and contributing to improved service quality.
6. Asset & Configuration Awareness
Understanding of asset and configuration management processes to maintain accurate records and protect organisational assets.
7. Ownership & Initiative
Ability to take responsibility for complex or high‑impact issues, ensuring timely resolution or appropriate escalation, and communicate progress clearly.
8. Understanding of Emerging ICT Support Needs
Knowledge of supporting both existing and emerging ICT services and contributing technical insight to projects.
Prerequisites
* Candidates must be eligible to live and work in the UK and resident in Scotland for the duration of the job contract.
* Must undertake a Disclosure Scotland application.
* Knowledge of Gaelic language is desirable, supporting the Gaelic Language Plan.
Benefits
NatureScot offers a range of benefits to reward and support staff, including:
* Flexible working options.
* A Civil Service Pension with an employer contribution of 28.97% (7.35% employee contributions).
* 41.5 days of annual leave, including 5 fixed public holidays.
* Equivalent of 2 days paid volunteering leave.
* Well‑being support through an employee assistance programme.
* Opportunities to contribute proactively to nature and climate challenges.
* Death in service benefits.
* Cycle‑to‑work and electric vehicle salary sacrifice schemes.
* Employee discount scheme.
* Learning and development tailored to your role.
* A culture that encourages inclusion and diversity.
Equal Opportunity
NatureScot is committed to an inclusive and diverse workforce. It particularly encourages applications from people from Minority Ethnic (ME) backgrounds and people with a disability.
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