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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.