Service Desk Manager

Service Desk Manager | Permanent employee, Full-time | MOD Corsham/Chippenham
Salary range £40,000 – £50,000 per annum
37.5 hours a week Mon-Fri
Must be eligible for DBS, BPSS and High-Level Security Clearances

Job Overview

Service Desk Manager role available at MOD Corsham/Chippenham offering a salary between £40,000 and £50,000 per annum for a 37.5-hour week. Candidates must be eligible for DBS, BPSS, and High-Level Security Clearances. This role involves flexible work options including work from home.

Role Responsibilities

• Lead Our Service Desk Operations: Oversee the service team to ensure high-quality delivery, efficient incident response, and robust platform operations compliant with MOD standards.
• Manage ITSM and ServiceNow Systems: Utilize Jira for ITSM processes supporting end-user requests, and maintain ServiceNow operations on AWS for optimal service management.
• Drive Continuous Improvement: Champion initiatives to enhance service delivery and ITSM process customization to meet organizational needs.

Required Skills & Experience

• Jira ITSM Expertise: Extensive experience managing IT service processes and ensuring compliance with established SLAs.
• ServiceNow Proficiency: Skilled in application management within AWS environments, utilizing ServiceNow for workflow configurations.
• AWS Monitoring: Proficient with AWS CloudTrail and CloudWatch for system health monitoring and security audits.
• ITIL Certified: Strong understanding of ITIL frameworks, preferably with v3/v4 certifications.
• Leadership Skills: Proven track record in leading service improvement initiatives in high-security settings.

Main Duties

• Team Leadership: Manage the Service Desk team to ensure top-notch end-user support and meet all KPIs.
• System Management: Coordinate with system administrators to ensure secure, stable operations across all platforms.
• Service Reliability: Regularly update and manage the ServiceNow CMDB to ensure accurate asset and configuration management.

Notes

Occasional weekend and out-of-hours work may be required. The role involves travel to customer sites, so flexibility is necessary. Security checks will be conducted.

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Related Terms: ITSM Manager Jobs | AWS Service Management | ITIL Service Desk Careers | Jira ITSM Roles | MOD Corsham Employment