Job Vacancy Second Line Support Service Desk Manager - HM Courts and Tribunals Service - SEO

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