Service Desk Manager

Starting Salary from: £38,970 per annum + benefits

Scottish Courts & Tribunal Service (SCTS) a great place to work, learn and develop

Joining SCTS means that you are joining an organisation that plays a key role in the administration of justice. We fulfil our purpose by providing the people, buildings and services needed to support the judiciary, the courts, devolved tribunals and OPG. Our work focuses on improving access to justice, reducing delay and cost within the justice system, modernising our services in line with reform, and using leading technology to improve our services for everyone.

Outline of the role:

SCTS are looking for an experienced people manager with from within a Service Desk or similar environment. 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 and you will have an understanding and knowledge in working with SLA’s and KPIs.

Our benefits include:

• Flexible working arrangements
• 25 days annual leave (rising to 30 days after 4 years’ service) plus 11.5 public and privilege holidays
• Special leave and paid leave for study or voluntary public service
• Excellent Civil Service Pension Scheme
• Family friendly policies
• Free and confidential Employee Assistance
• A variety of staff discounts and offers with major retailers
• Payment of professional membership fees
• Access to opportunities across all Civil Service departments that are not available to non-Civil Servants
• A supportive and professional induction programme with regular check-ins with your line manager
• Job stability and security with excellent and varied career prospects
• Security of full pay when unwell (up to a maximum of 6 months)
• Learning and development (including digital) opportunities

About SCTS

SCTS is committed to equality and diversity in employment and service delivery. The work of SCTS covers a broader range of issues than you may think. In providing support to Scotland’s courts, devolved tribunals and the OPG, we touch the lives of many people on a daily basis – be that through formal court or tribunal business, fulfilling your civic duty as a juror, paying fees or fines, seeking help in managing the affairs of an incapable adult or dealing with the estate of a loved one who has passed away.

SCTS deals with over a quarter of a million cases and applications each year. Behind each one of these is an individual – looking to the system to help them assert their rights, address wrongs or provide support in a time of need. It is this work – which takes place every day in our courts, tribunals and administrative centres across Scotland – that consumes most of the time, energy and skill of our staff.

We take pride in working as one team and providing high levels of service to all those who use the courts, tribunals and OPG.

The closing date for the post is:
Monday 26 January 2026.

Interviews will be held week commencing 2 February 2026.

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 ()

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 t in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.