My name is Cameron, and I have been working as a Lead Service Desk Manager at the Home Office for the past 6 months. I’d like to tell you about my journey into my current role and what it’s like to work here.
Before joining the Home Office, I worked in the private sector for Fujitsu, starting as a Service Desk Agent before working my way up to Service Management, building a strong foundation in IT support operations along the way. During my time at Fujitsu, I was responsible for supporting the company’s relationship with the Home Office where I dealt with several critical service incidents of national importance, the roll out of new operating systems, working closely with the Incident, Request, CMBD and SACM teams, all of which helped me to build a deep understanding of service desk management.
I had long held an ambition to join the Home Office after all the years I had supported them whilst at Fujitsu and when the opportunity arose to become DDaT’s Lead Service Desk Manager I applied and was successful. The chance to keep working on critical IT infrastructure that supports national security and public services was an important factor in my decision to apply.
It has been a rewarding experience stepping into the role of Lead Service Desk Manager, helping to reshape how IT support is delivered across the organisation. During my short time at the Home Office, I’ve already seen how impactful the department’s work is in keeping essential services running smoothly.
Although my day-to-day work changes depending on the projects I am involved with, my overall role is to oversee the centralised IT service desk, ensuring efficient and effective technical support across the organisation. My responsibilities include:
- Managing a team of service desk supervisors.
- Setting priorities and ensuring on-going initiatives fit into the bigger picture.
- Working closely with other business areas / departments to identify and address recurring issues.
- Problem-solving, incident management and leading process improvements to enhance user experience.
- Dealing with escalations and providing oversight for high priority incidents.
I really enjoy my role and get great satisfaction in seeing how our department’s work directly impacts the productivity of teams across the Home Office, enabling them to deliver on their crucial tasks. I also enjoy the collaborative environment; I often find myself talking with teams I never knew existed and gaining an insight into the important work they do behind the scenes to serve the public.
There are lots of benefits for working at the Home Office. There is a strong focus on career development and the Home Office values work-life balance, which is something I particularly appreciate.
I would highly recommend working at the Home Office within Enterprise Services. Technology innovation is critical in the IT service desk space. We’re always looking for new ways to improve efficiency and accuracy of the support we offer. We’re actively exploring automation and AI technology and it’s exciting to be involved in these processes as the technology continues to develop. If you’re passionate about making a real difference and bringing your expertise to a critical area of public service, the Home Office is a fantastic place to be.
