Service Desk Manager - Incident Manager - SC CLEARED

Experis - ManpowerGroup; England; On-site; GBP 45,000 - 75,000; Full time

Job description

Service Desk/Delivery Manager - Incident Manager | MUST HOLD ACTIVE DV

Are you a highly experienced Service Desk Manager with a strong background in Incident and Major Incident Management? Do you thrive in high-pressured environments and enjoy leading technical teams that provide critical support to operational users? This is a unique opportunity to take the reins of a well-established Level 4 Service Desk as part of a flagship programme within the Defence sector.

My client is delivering across the NSOIT(D) Programme, supporting the delivery and sustainment of the OpNET capability. They're now looking for a strong leader and service operations expert to lead a high-performing team of experienced engineers in managing incidents, supporting deployments, and enhancing customer service across multiple military and civilian locations.

What you'll be doing:

• Leading a highly skilled Level 4 Service Desk, ensuring swift and effective resolution of technical issues across applications, services, OS, and devices.

• Acting as an SME for service desk technologies, upgrades, limitations, and best practice.

• Supporting and improving incident management aligned to the customer's strategy.

• Developing, evolving, and implementing processes, procedures, and training to maintain operational excellence.

• Supporting recruitment, screening, and development of team members.

• Owning customer service delivery, acting as the service liaison for critical incidents and business-impacting events.

• Maintaining robust communications and identifying improvement areas.

• Creating reports, performance metrics and offering insight to drive service evolution.

What we're looking for:

• Must have extensive Incident or Major Incident Management experience.

• Strong experience managing technical service desks in critical environments.

• Recent experience of working within an IT Service Desk / Help Desk setting.

• In-depth understanding of ITIL practices, especially Incident, Knowledge, Problem, and Change Management.

• ITIL v3 or v4 certification essential.

• Ability to strategically assess risks and impacts in a dynamic setting.

• Proficiency with Remedy and strong reporting/analytical skills.

• Excellent communication and leadership abilities with a detail-focused mindset.

Additional Requirements:

• Must hold active DV clearance.

• Previous experience working with military users or in Defence environments highly desirable.