Scotland (Home & hybrid working possible) Term Appointment until January 2027 The Technology & Digital Services Infrastructure Team provides reliable, high quality IT services that support the full breadth of NatureScot s organisational activities. Within this structure, the IT Services Team delivers end user support, device management and the day to day operation of front line IT services, while the IT Operations Team is responsible for server side and corporate database services. The Helpdesk Services Manager leads a team of six support officers providing first and second line assistance to staff across multiple sites. The role ensures a consistent, customer focused support experience, effective incident and request management, and the continual improvement of helpdesk processes. Working closely with colleagues across both IT Services and IT Operations, the Helpdesk Services Manager ensures support services are aligned with organisational needs, emerging technologies and operational priorities. The post holder plays a key role in maintaining service quality, developing team capability and fostering a culture of proactive service excellence. We are looking for someone who is: Passionate and enthusiastic about technology and digital services. Self-motivated, organised and disciplined. Knowledgeable about Microsoft 365 technologies. Positive, pragmatic and productive. Able to and enjoy working as part of a highly motivated, dynamic, team of IT specialists. 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. Essential Criteria: # 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. # Incident, Request & Problem Resolution Apply ITIL best practice to manage, prioritise and escalate incidents, service requests and problems to ensure end user devices are maintained, updated and fit for purpose. # Helpdesk Service Leadership Experience leading first and second line support teams, providing clear guidance, setting expectations, and ensuring constructive, effective communication. # Service Reporting & Data Interpretation Ability to produce clear service performance reports, interpret data, and communicate insights effectively to support informed decision making. # Continual Service Improvement Commitment to optimising processes, and contributing to improved service quality. # Asset & Configuration Awareness Understanding of asset and configuration management processes to maintain accurate records and protect organisational assets. # Ownership & Initiative Ability to take responsibility for complex or high impact issues, ensuring timely resolution or appropriate escalation, and communicate progress clearly. # Understanding of Emerging ICT Support Needs Knowledge of supporting both existing and emerging ICT services and contributing technical insight to projects. Prerequisites Required Candidates must be eligible to live and work in the UK and resident in Scotland for the duration of the job contract To undertake a Disclosure Scotland application. Although Gaelic language is not a prerequisite it is a desirable skill in support of our commitment to our Gaelic Language Plan Working for NatureScot what we offer you NatureScot offers some great benefits to reward and support you whilst you are working for us. Our benefits package includes the civil service pension scheme, a generous holiday leave allowance plus flexi time, and employee discount scheme. An environment with 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 on St Andrews Day, Christmas Day, Boxing Day, New Year s Day and 2nd January Equivalent of 2 days paid volunteering leave A focus on wellbeing with access to an employee assistance programme Job satisfaction from contributing proactively to the twinned nature and climate crisis Death in service benefits Cycle to work and electric vehicle salary sacrifice schemes Access to an employee discounts scheme Learning and development tailored to your role A culture encouraging inclusion and diversity NatureScot s Net Zero commitment Whether working at home or in an office, or travelling to meetings and site visits, as a NatureScot you will contribute to our Net Zero plan, for example through positive carbon travel choices. You will aim to minimise travel in accordance with NatureScot s low carbon operating procedures. However, you will, in some circumstances, be expected to work with colleagues and stakeholders from across Scotland, which will involve some travel and may involve overnight stays. Closing date: Midnight 23 April 2026. Nature is vital to all of us, so it is vital that we are an organisation for all of Scotland. The more diverse NatureScot is, the better we will be in connecting everyone with nature. We particularly encourage applications from people from Minority Ethnic (ME) backgrounds and people with a disability.