Service Desk Team Lead

Job Description

If successful you would be part of the DVSA Service Desk who are the first point of contact for any DVSA user requiring IT Service. As a DVSA Service Desk Team Lead you would provide Team Lead support to staff and ensure staff deliver a high-quality service.

You will ensure the team provides a friendly and helpful, quality first-line service to the users, helping to resolve requests and incidents in an effective and timely manner and support the DVSA Service Desk Manager in dealing with high volumes and high priority incidents and requests.

You will have responsibility for managing the backlog of incidents and ensuring quality and security assurance of incidents and interactions throughout their lifecycle across all channels.

You will provide regular feedback on performance to ensure standards are adhered to and you will work closely with fellow management to ensure a consistent service is delivered across the Service Desk and the wider User Services team.


Responsibilities but not limited to

  • Ensure that OLAs and KPIs are monitored and met, escalate potential breaches for review and action
  • Flag up risks or concerns in order to meet customer requirements
  • Encourage staff to be proactive in resolving challenges through discussions with the Service Desk Focus Group, Team Meetings or in 121s
  • Advise senior management about issues, their status and any concerns about service desk matters
  • Producing meaningful reports for both the analysts and stakeholders as required
  • Ensure that the Service Desk Analysts play a key component in the roll out of any new/upgraded systems.
  • Ensure effective management of issues raised on all channels and handle the resulting incidents or requests using agreed incident management and request fulfilment processes, procedures and policies
  • Act as an escalation point for end users; identify and escalate issues to management in the resolution of incidents and requests and help identify any improvement to process and service
  • Ensure compliance with quality management, risk management, security policies and procedures
  • Conduct regular 121 and Quarterly reviews to include; planning, areas for development, reviewing team performance and areas identified for improvement

For more information about the role and responsibilities please see the attached Role Profile.

About you

To thrive in this role, you will have experience of working in either a Service Desk or a Customer Service role, acting as a point of contact to support others. You will have the skills to motivate others to perform and exceed expectations.

Have the ability to remain calm under pressure and take a methodical approach with good attention to detail and can drive, self-motivation, and ability to work under own initiative. You are a strong communicator and can adapt your management and communication style to your audience.

You will already have or be willing to work towards the ITIL V3/V4 Foundation and SDI/SDM qualifications.

About Us

The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain’s roads.

We do this by helping people through a lifetime of safe driving, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

Our work affects millions of people and thousands of businesses. Most importantly, our work saves lives.

We’re an innovative organisation that values professional expertise. We invest in our people and champion inclusive and diverse teams. And we make sure colleagues have the skills to meet the needs of Britain’s road users.

If you would like to read more about the great opportunities and benefits of working at DVSA visit our Careers website.

Diversity: Our vision is to support and develop everyone who chooses to work for us. We care deeply about diversity and equality. And we create a positive culture that’s friendly, welcoming, respectful and full of opportunities for professional and personal development.


We’ll assess you against these behaviours during the selection process:

  • Delivering at Pace
  • Changing and Improving
  • Managing a Quality Service


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

To learn more about life as an employee of the DVSA visit our Careers website.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

As part of the application process you will be asked to complete a personal statement. Further details around what this will entail are listed on the application form

The sift is due to take place 22nd June 2021.

Interviews are likely to be held w/c 5th July 2021.

This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.

We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.

How to Apply

As part of the application process you will be asked to provide a Personal Statement. For your Personal Statement please fully utilise the 1250 word count to demonstrate the following:

  • Experience of working on a Service Desk or in a Customer Service role, acting as a point of contact to support the service desk team, users who are reporting issues, requesting information, access, or other services
  • Ability to manage your time effectively, prioritise workloads to aid productivity
  • Have good problem-solving skills and able to identity ideas for improvement and take forward for further consideration
  • Good verbal and written communication skills

We’ve designed the selection process specifically for this role. So your assessment could include:

  • an interview

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Please see attached candidate notes for further information about our recruitment process.

The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate to be successful.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

You can read more about Success Profiles here visit our Careers website.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Once usual service resumes, there may be occasional travel required with this role. You will be provided with full notice of this.

You may be asked to participate in out of hours activities e.g. testing, Major Incident resolution.

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email for assistance.

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

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.
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.

Location: Nottingham, Swansea

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :
Name : Julie Anthony
Email :

Recruitment team :
Email :

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here ( to visit Civil Service Commission


Role Profile 
Candidate Guidance for CV and Personal Statement 
Candidate Notes 
Candidate Pack Opens in new window