Service Desk Manager - Security Cleared; SC

About Us

We are a technology solutions provider specialising in the public sector. Our mission is to help government organisations become truly data-driven by transforming their digital services, streamlining operational processes, improving citizen outcomes, and enhancing transparency across public services.

We work closely with government bodies to design and deliver modern, secure, and scalable digital solutions that have real-world impact.

We are seeking an experienced Service Desk Manager who holds current Security Clearance (SC) on a contract basis to lead the operational support and service management of a live data product supporting a central government client.

You will be accountable for the end-to-end delivery of Service Desk operations, working with a team of Service Desk Analysts and acting as the primary point of escalation for incidents, service requests, access management, and operational issues. You will ensure the stability, availability, and performance of the service, driving high-quality support outcomes while maintaining compliance with ITIL best practices and government security standards.

Working closely with cross-functional technical teams including data engineers, developers, platform teams, and third-party suppliers, you will coordinate incident resolution, problem management, change enablement, and continual service improvement initiatives to ensure service levels are consistently achieved.

A key aspect of the role is proactive stakeholder management. You will build and maintain strong relationships with business stakeholders, client representatives, delivery teams, and senior leadership. You will provide regular service reporting, communicating operational risks and performance, managing expectations, and ensuring support services remain aligned with business priorities and contractual obligations.

The successful candidate will bring strong operational leadership, experience managing service performance against SLAs and KPIs, and the ability to foster a customer-focused, collaborative support function within a secure, ITIL-aligned service management environment. They will bring experience of owning and managing live services end-to-end, including operational governance, service performance, risk management, stakeholder engagement, supplier management, and continual service improvement.

• Lead the day-to-day operation of the Service Desk, ensuring the delivery of high-quality support services in line with agreed SLAs and KPIs.
• Oversee the effective management of incidents, service requests, problems, and access management, ensuring timely resolution and appropriate prioritisation.
• Act as the primary operational escalation point for major incidents, coordinating cross-functional technical teams to restore service and minimise business impact.
• Build and maintain strong relationships with client stakeholders, business users, delivery teams, and third-party suppliers, providing clear communication on service performance, operational risks, and issue resolution.
• Drive continual service improvement initiatives through trend analysis, root cause identification, and the implementation of process and service enhancements.
• Ensure Service Desk operations are delivered in accordance with ITIL best practices, government security standards, and organisational policies.
• Oversee access management processes, ensuring appropriate governance, compliance, and adherence to role-based access controls.
• Monitor service performance, producing and presenting regular operational reports, service metrics, and management information to stakeholders.
• Collaborate with engineering, platform, and delivery teams to support change, release, and deployment activities while minimising service disruption.
• Maintain and continuously improve service documentation, knowledge management, operational procedures, and support processes.
• Identify, manage, and mitigate operational risks, ensuring appropriate escalation and governance throughout the service lifecycle.
• Mentor and support Service Desk analysts, fostering a culture of customer service excellence, accountability, and continuous…