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Join HM Courts and Tribunals Service (HMCTS) and help keep critical digital services running for courts and tribunals across England and Wales. This is a key leadership role where you’ll shape how support services are delivered, ensuring users get fast, effective and reliable help when they need it most. About the role As a Second Line Support Desk Manager , you’ll lead service desk operations supporting digital products used across HMCTS. Working as part of the wider Live Operations team, you’ll play a central role in shaping and delivering a modern, user-focused digital support model. You’ll manage teams across service desk and digital support functions, ensuring services are well-coordinated, high-performing and continuously improving. This is a role where leadership, communication and service quality are key. What you’ll be doing Lead and manage second line support teams, setting direction and priorities Oversee the delivery of reliable, high-quality digital support services Take ownership of incidents, ensuring issues are resolved quickly and effectively Monitor and improve service performance against SLAs and KPIs Identify opportunities to improve services, including automation and process improvements Work closely with stakeholders, suppliers and delivery teams Ensure services are secure, compliant and aligned to business needs Develop and support team capability, creating a positive and high-performing culture