A Service Desk Manager role is available, based at MOD Corsham, with flexible working from home. The role oversees the service team, ensuring high-quality service delivery, efficient incident response, and robust platform operations aligned with MOD standards.
Key Responsibilities:
• Manage the Service Desk team in delivering exceptional end-user support, using Jira ITSM for incident, request, and problem management.
• Oversee platform and hosting operations within ServiceNow on AWS, coordinating with Systems Administrators to ensure a secure, stable, and compliant environment.
• Ensure configuration and asset management accuracy in the ServiceNow CMDB, implementing regular reviews to support service reliability.
• Develop and implement business continuity and incident response plans, using AWS CloudTrail and CloudWatch for proactive monitoring.
Requirements:
• Extensive experience in Jira ITSM, ServiceNow, and AWS, with a focus on platform security and compliance.
• Strong leadership and communication skills, with the ability to drive service improvements and engage stakeholders effectively.
• ITIL v3/v4 certification, with emphasis on Incident, Change, and Service Management processes.