Service Desk Manager

Location:

Bristol

Compensation: £44,600 - £55,800 (Depending on Experience) + Benefits

Role Type:
Full time / Permanent

Lead a high‑performing team delivering critical IT services that keep defence operations running smoothly. The role is based at Babcock Technology Centre in Bristol.

• Oversee day‑to‑day running of the Service Desk, ensuring seamless IT service provision.
• Act as the Management Representative for DNDC service delivery, ensuring all obligations are met.
• Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD.
• Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity.
• Build and maintain effective working relationships with customers, internal stakeholders and industry partners.

• Experience with in a high-volume ticket request environment.
• Practical experience of the full systems development lifecycle (waterfall, agile etc.).
• Strong root‑cause analysis capability.
• A solid understanding of business process and information management principles.
• Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem‑solving skills.

• Degree‑level qualification in IT, project/programme management or relevant experience within a similar role.
• ITIL v4 certification.
• Additional training or certifications in IT service management, service operations or digital leadership – desirable.

The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role.

• Generous holiday allowance.
• Matched contribution pension scheme, with life assurance.
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva Digi Care+.
• Employee share scheme.
• Employee shopping savings portal.
• Payment of professional fees.
• Reservists in the armed forces receive 10 days special paid leave.
• Holiday Trading allows employees to buy additional leave or sell up to one working week of annual leave.
• Be Kind Day enables employees to take one working day of paid leave a year for volunteering.
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

We are a disability‑confident committed employer. If you have a disability or need reasonable adjustments during the application and selection stages, please email car with the subject header ‘Reasonable adjustments requirement’. We are happy to discuss flexible working – please ask about alternative patterns of work at interview.

Closing date: 12/06/2026

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