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.
Learn More About GTS | See More Jobs Like This
Related Terms: ITSM Manager Jobs | AWS Service Management | ITIL Service Desk Careers | Jira ITSM Roles | MOD Corsham Employment
Back to Jobs