Helpdesk Manager

The Helpdesk Manager will lead the ImmForm Service Desk, delivering a highquality, resilient and customerfocused support service for vaccine ordering and data submission. You will oversee daytoday operations, ensure timely resolution of queries and incidents, and drive continuous improvement. The role requires strong leadership, support for staff development, and effective relationships across internal teams and suppliers. You will act as the main contact for nonclinical queries, communicate clearly with diverse audiences, and maintain robust workflows, demand management, and incident preparedness. Using data and risk insight, you will guide decisions, lead postincident reviews, and champion knowledge sharing, service enhancements, and accessible support practices. Main Duties and Responsibilities Deliver highquality support services, ensuring consistent performance against SLAs with a strong focus on firstcontact resolution and customer satisfaction. Own and uphold service standards, including operating procedures, quality assurance, ticket audits, call monitoring, and structured coaching feedback loops. Maintain accurate records, performance metrics, and dashboards, using datadriven insights to identify issues, improve processes, and optimise team performance. Oversee rolebased access, account validation, and data queries, ensuring adherence to leastprivilege principles, auditability requirements, and robust controls. Use data, trend analysis, and risk assessment to prioritise workloads, allocate resources effectively, and select proportionate, timely interventions. Lead PostIncident Reviews and rootcause analysis, translating findings into preventative actions, improved controls, and measurable service improvements. Balance customer impact, compliance needs, and operational constraints to make timely, evidencebased decisions aligned to the Making Effective Decisions competency. Collaborate with product, engineering, clinical operations, data teams, and suppliers to resolve complex issues, manage dependencies, and deliver seamless support services. Coordinate escalations with thirdparty vendors, monitor vendor SLAs, and drive joint improvement initiatives where performance gaps arise. Promote knowledge sharing and coproduction of guidance, documentation, and training materials with stakeholders and subject matter experts. Identify and implement service improvements, including automation, workflow optimisation, knowledge base enhancements, and growth of selfservice options. Support service transition for new features or releases, ensuring the helpdesk is prepared with updated documentation, processes, and training. Champion inclusive and accessible support practices, ensuring user guidance is routinely reviewed and updated to reflect feedback and evolving needs. Technical Skills & Experience Experience working with digital platforms and administering rolebased access management processes. Understanding of vaccine supply chain operations, system dependencies, and relevant regulatory or policy requirements. Experience in complaints handling, designing effective service desk procedures, and driving improvements in customer experience. Practical experience in service desk platform administration, including configuration, reporting, knowledge base management, and workflow optimisation. Additional Information Occasional out-of-hours support may be required during incidents or high-demand periods. Occasional travel to other sites or supplier meetings may be required.

Continuous Professional Development

Ongoing training may be required to maintain competence in service management, compliance, and platform operations. This list is not exhaustive. Essential criteria Proven experience managing a customer-facing helpdesk/service desk function in a high-volume environment. Ownership of Incident, Request, Problem, and Change processes, including major incident management (P1/P2) and post-incident reviews. Excellent communication and stakeholder engagement skills across technical and non-technical audiences. Ability to analyse data, identify trends, and implement practical, measurable solutions. Comfortable working with digital platforms, managing user access, and supporting system processes and configurations. Knowledge of compliance standards (GDPR and GDP) and operational risk management, including least-privilege access and audit readiness. Desirable criteria Understanding of vaccine distribution, medical consumables, or healthcare logistics. Familiarity with service management methodologies Ability to motivate and manage teams under pressure, particularly during incidents or high-demand periods. Experience with ManageEngine ServiceDesk Plus or comparable service desk platforms Experience in service transition, release/change management, and CAB participation. Data/BI skills (e.g., Excel/Power BI) for dashboards and performance analysis. Selection Process Details This vacancy is using Success Profiles and will assess your Behaviours, Strengths, Ability and Experience.

Stage 1

Application & Sift You will be required to complete an application form. You will be assessed on the listed 6 essential criteria, and this will be in the form of a: Application form (Employer/ Activity history section on the application) 1000 word supporting statement. This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria. You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV. Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words. We will not consider any words over 1000 words.

Longlisting

In the event of a large number of applications we will longlist into 3 piles of: Meets all essential criteria Meets some essential criteria Meets no essential criteria If used, the pile Meets all essential criteria will proceed to shortlisting.

Shortlisting

In the event of a large number of applications we may conduct an initial sift, on the lead criteria of: Proven experience managing a customer-facing helpdesk/service desk function in a high-volume environment. Ownership of Incident, Request, Problem, and Change processes, including major incident management (P1/P2) and post-incident reviews. Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates. If you are successful at this stage, you will progress to interview & assessment. Feedback will not be provided at this stage.

Stage 2

Interview You will be invited to a single face to face interview. If face to face interviews are planned, in exceptional circumstances, we may be able to offer a remote interview. Behaviours, Strengths, Ability and Experience will be tested at interview. There will be a Presentation. Presentation details will be sent out at interview stage. The Behaviours tested during the interview stage will be: Managing a Quality Service (Lead Behaviour) Making Effective Decisions Changing and Improving Working together Interviews dates to be confirmed. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Location This role is being offered as hybrid working based at our core HQ in London. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month)working at our office. Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC). Security Clearance Level Requirement Successful candidates must pass a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Baseline Personnel Security Standard.

Eligibility Criteria External

Open to all external applicants (anyone) from outside the Civil Service (including internal applicants). Salary Information If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Please note

The Chief Operating Officer (COO) group, where this role sits, is undergoing organisational change over the next 1218 months. While the process is still in the planning stage, some roles may be affected by future restructuring. We are committed to keeping candidates informed and will share updates as they become available