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.