IT Service Desk Manager

UK CITIZENSHIP REQUIRED FOR THIS POSITION:
Yes. RELOCATION ASSISTANCE:
No relocation assistance available. TRAVEL:
Yes, 25% of the time. IT Service Desk Manager

Location:

Cheltenham, UK. Clearance Type: SC (or ability to gain and maintain). Salary: £55,000 - £65,000.

• Lead, develop, and mentor a multi-site service desk and 1st line support team, enabling technical growth and clear career pathways.
• Own day‑to‑day service desk operations, ensuring SLAs and service targets are met and continuously improved.
• Oversee incident and service request management, ensuring timely resolution and clear communication with users.
• Support a range of end‑user devices including laptops, thin clients, printers, and mobile devices.
• Drive a first‑contact resolution culture and identify opportunities to improve processes, tooling, and customer experience.
• Maintain and evolve our Service Now environment, ensuring workflows and reporting support effective service delivery.
• Manage asset lifecycle, forecasting, and budget planning for key IT equipment.
• Contribute to incident, problem, and wider ITIL processes, working closely with technical teams across the UK, EMEA, and US.

• Experience leading an IT service desk or end‑user support function, ideally having progressed from a 2nd line technical role.
• Strong leadership, communication, and stakeholder engagement skills.
• Solid knowledge of end‑user device support and modern desktop environments.
• Understanding of IT service management principles and ITIL practices.
• Experience with ITSM tools such as Service Now (or similar).
• Ability to work under pressure, manage priorities, and guide teams through change.
• Comfortable working with globally dispersed teams and adapting to different cultures and working styles.

• ITIL v3/v4 Foundation certification.
• Experience supporting manufacturing, engineering, or secure operational environments.
• Strong Service Now workflow or reporting experience.

Due to the nature of our work, you must be a UK national and able to gain and maintain SC level UK Government security clearance.

• Flexible working options, including compressed fortnight.
• Private healthcare.
• Cash health plan.
• Holiday buy and sell.
• Career development and professional training programmes.
• Performance‑related bonuses.

Northrop Grumman is committed to hiring and retaining a diverse workforce and encourages individuals from all backgrounds and all abilities to apply.