About the job

Job summary

The United Kingdom Hydrographic Office (UKHO) is a world leading hydrographic agency that has been helping people safely navigate the oceans for over 200 years. You will be joining the Technology Operations team within UKHO as Incident Manager, tasked with line managing the Service Desk team and acting as the point of escalation for all IT Incidents. As Incident Manager, your responsibilities will include overseeing and assessing the performance of incident processes in line with the business needs; educating/re-educating on process non- adherence You will also lead on the management, coordination and communication around Technology Incidents, liaising with technical teams and the wider business where appropriate. You will be tasked with ensuring SLA targets are met as agreed with the business. You will also be required to report on incident statistics, focusing on trends and highlighting any anomalies to help the wider team continually improve what we do.

You will also line manage a team of five Incident Co-ordinators within the Service Desk, undertaking regular 121s, team meetings and staff development activities. The Service Desk team work on a rota, covering from 6am-10pm Monday to Friday and 9am-5pm on weekends. As part of your line management responsibilities, you will be tasked with managing the rota, ensuring each shift has sufficient cover.

Other responsibilities include covering for the IT Service Operations Manager when required.

We pride in keeping our teams up to date with the latest technology, providing opportunities to learn and develop in keys areas to help you progress in your career.

You will have a great impact in assisting users from all over the business, answering questions, giving advice and supporting them in the work that they do.

To find out more about the organisation, please follow these links:

https://medium.com/uk-hydrographic-office

https://twitter.com/UKHO

https://ukhodigital.blog.gov.uk/

https://www.gov.uk/government/organisations/uk-hydrographic-office/about

Job description

• Monitoring IT Incidents using a range of tools, ensuring they are fully updated with quality updates.
• Providing line management to the Service Desk, planning the upcoming rota schedule
• Answering customer enquiries and escalations regarding open incidents
• Liaising with technical teams about open incidents, requesting updates where appropriate and ensuring that they will meet predefined SLAs.
• Creating reports on Incident statistics to be shared with the wider Technology Operations team.
• Proactively addressing any higher priority incidents, keeping them under close monitoring.
• Assisting Service Desk members with any queries they may have

Hybrid working

The Service Desk team work to a 5 week rota pattern, with on-site cover from 6am – 4pm Monday to Friday. There will be an expectation of 3 working days in the office to correspond with customers, deal with escalations and keep in touch with the Service Desk team. There will be a minimum 2 week period that will require in office attendance 5 days initially, to allow time to learn the role and see how the wider Service Desk and Service Delivery teams operate.

Please note our Policy on informal hybrid working (arrangements available as agreed with the line manager) applies within the UK, and does not extend to working overseas.

Person specification

Please note that we will only score against the sift and interview criteria and not the essential and desirable information below.

• Experience of handling incidents within a professional service desk environment
• Analytical experience within Technology.
• Line management experience within a service desk environment.
• Exceptional communication skills, both verbal and written, with the ability to convey technical updates to non-technical stakeholders.
• Excellent proven customer service skills
• Strong collaboration skills with an interest to develop a strong network
• Good organisational and multitasking skills
• Knowledge of incident processes within ITIL v4

Benefits

Alongside your salary of £35,744, UK Hydrographic Office contributes £9,650 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

How to Apply:

You will be asked to upload a copy of your CV and a statement of up to 750 words demonstrating your relevant experience to the role (see below) by clicking "Apply Now" at the bottom of this page. 

Timeline:

• Advert Closes for applications: 18th April 2024
• Shortlisting: week commencing  22nd April 2024
• Interviews: week commencing 29th April 2024

 We will try to meet the dates set out in the advert. There may be occasions when these dates change. You will be provided with sufficient notice of the confirmed dates.

 

Sift/Shortlist Criteria:

 All applications are processed anonymously. Your CV and Supporting Statement will be short-listed against the following criteria:

Experience/ Technical Skills:

• Incident knowledge within ITIL v4.
• Toolset used to manage and monitor incidents within a Service Desk.
• Tools used to report on statistics.

Interview Criteria:

You will be interviewed against the following criteria:

 

Civil Service Behaviours (Level 3):

• Managing a Quality Service
• Communicating and Influencing

 

Experience:

• Experience handling incidents in a professional Service Desk Environment
• Experience of leading, managing or supervising colleagues/teams.

 

Technical Skills:

• Knowledge of incident processes within ITIL v4
• Use of SLAs

 

See here for further information: Success Profiles - Civil Service Behaviours (publishing.service.gov.uk)

 

Process: 

 

• Single Stage Interview via TEAMS. You will be contacted to book a suitable slot if you are shortlisted (see our Candidate Pack for further information)
• Interview will be with a panel of 2 people and will last approx. 45 mins

Onboarding Checks:

In the event you are offered a role with us, you will be required to go through Basic Personnel Security Standard (BPSS) checks which will include Employment and Right to Work Checks. You will also need to apply for SC (Security Clearance), but you may be able to start your role before gaining this. Please see our attached Candidate Pack for further details and Terms.

SC – non reserved
This is a Ministry of Defence non-reserved post and although open to UK, British Commonwealth and European Economic Area nationals, successful applicants will require a security clearance (SC) and therefore need to have resided in the UK for a minimum of 12 consecutive months within the last 5 years

Eligibility

Due to the secure nature of our work, there may be eligibility restrictions if you hold dual nationality or are not a British Citizen. We will consider each application on a case-by-case basis. We will ask you in our application form to confirm your place of birth and details of any dual or previous nationalities.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.