Head of service desk: skills they need

The career framework sets out the skills required for heads of service desk working in government.



This is the standardised cross-government guidance for the head of service desk role. The guidance will be iterated further as the IT operations community evolves.

There are 3 other role ‘levels’ in service desk management:

Find out about the other specialist roles in the Digital, Data and Technology profession.

Published 23 March 2017
Last updated 4 April 2017 + show all updates
  1. Version 2 of this guidance contains updated capabilities and some remapping of Civil Service competencies to the job role.
  2. First published.