Job Description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
As part of the Scottish Courts and Tribunals Service commitment to equality and diversity, our recruitment system will automatically anonymise your personal information once your application is submitted and a generic application number is generated. The selection panel will only see the evidence you have provided on how you meet the key capabilities required for the job. Please check your details carefully and answer all required questions as this may affect any potential employment with us.

Salary

From 37,471 per annum ( pay award pending)

Contractual hours

35

Basis

Full time

Region

Change Digital and Innovation Unit

Package

Full SCTS package plus benefits

Date posted

03/11/2025

Job reference

REQ01027



Are you an experienced manager within a Service Desk or similar environment? Our Change and DIgitial Innovation team are looking to recruit a Service Desk Manager on a full time permanent basis.

This is a hybrid role working a minimum 2 days in our Edinburgh based offices and also offers a IT allowance (subject to review) of 2,5000 per year.

Change & Digital Innovation (CDi) support the business applications and digital infrastructure within SCTS, supporting Judiciary & SCTS colleagues in the execution of their day-to-day roles.

The Service Desk Manager manages the team that offers 1st line support to all users within SCTS. The team comprises of Service Desk Analysts, who support all initial enquiries in relation to case management systems, networks, infrastructure, and user equipment. The team analyse, diagnose and triage all initial calls logged. The Service Desk Manager, as well as managing the team, will be involved in the resolution of calls, before escalation to a 2nd line support team or the appropriate external support company.The Service Desk Manager will be tasked to create appropriate management reports to ensure the efficiency of the team is maintained. You will have an understanding and knowledge in working with SLA's and KPIs.

The key responsibilities

Helpdesk members of staff will continue to provide IT support to all SCTS IT users primarily in responding to calls raised with the helpdesk. Manage the Next Generation Service Desk team


To ensure the Service Desk has appropriate cover for the core published hours (8:00 am - 5:00pm) Identify and provide an appropriate training schedule for the team through MyCareer All other day to day management tasks for the team Complete formal reporting with agreed timescales


Handle calls raised with the Service Desk for digital support. Principally involved in rectifying problems raised by colleagues and Judiciary via online portal and telephone. Accurately analyse raw data to provide statistics to assess the operational performance of the Service Desk. Keep users and colleagues up-to-date on on-going issues where appropriate Highlight and propose solutions for recurring issues to move from a reactive to proactive state. Ensure user guidance and other documentation including short "how to" videos are maintained. Ensure readiness to service desk support is complete and signed off during ATP4 Assist in implementation of hardware and software systems when required Undertake training as required to keep up-to-date with new hardware, software and systems. Carry out ticket reviews with the team on a regular basis.


More information about the role and the essentual criteria we are looking for can be found in the attached job information pack.

Applications will be accepted until 11:59pm on Thurday 20 November 2025.

Your application must provide evidence of how you meet the criteria set out in the knowledge, skills and experience listed in the Person Specification in the Job Information Pack.

If invited for further assessment, this will consist of an interview and assessment on the day. Details of which will be given in the interview invite.

Interviews will be held week commencing 1 December 2025.


The Scottish Courts and Tribunals Service is exempt from the protections of the Rehabilitation of Offenders Act (1974). This permits us to ask applicants details of both spent and unspent convictions, along with details of any formal cautions that you may have. Individuals without existing security clearance will always be considered as all successful applicants will require a standard level Disclosure check completed before employment can commence.

Scottish Courts and Tribunals Service recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission (independent.gov.uk)

If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner's Recruitment Principles, you can make a complaint, by contacting us at recruitment@scotcourts.gov.uk in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.