Service Desk Manager Permanent employee, Full-time · MOD Corsham/Chippenham Salary range £40,000 - £50,000 per annum 37.5 hours a week Mon-Fri Must be eligible for DBS, BPSS and High-Level Security Clearances We are looking for an experienced Service Desk Manager role will be based out of MOD Corsham, Wiltshire with flexible working from home available. This role will oversee and manage the service team, ensuring high-quality service delivery, efficient incident response, and robust platform operations aligned with MOD standards. This role includes managing ITSM processes through Jira for end-user support, overseeing ServiceNow platform operations on AWS, and driving continuous improvement initiatives across the environment. Essential Skills & Experien ceExtensive experience in Jira ITSM for managing incidents, requests, changes, and problem records, ensuring full compliance with service SLAs and ITSM best practice s.Demonstrated experience in implementing and customising ITSM toolsets, including configuring workflows and optimising tools like Jira and ServiceNow to meet organisational need s.Proficiency in ServiceNow for application management, workflow configuration, and user access management within AWS-hosted environment s.AWS CloudTrail and CloudWatch for monitoring platform health and auditing system activity, with strong experience in platform security and complianc e.Knowledgeable in ServiceNow CMDB for accurate asset and configuration managemen t.Strong leadership and communication skills, with the ability to collaborate across teams, drive service improvements, and engage stakeholders effectivel y.ITIL v3/v4 certification, with an emphasis on Incident, Change, and Service Management processe s.Familiarity with MOD’s SIAM framework and Defence Service Management Framewor k.Experience with AWS IAM for secure access management and AWS RDS (e.g., MariaDB) for database support in ServiceNow environment s.Knowledge of NGINX for secure traffic routing and managing acce ssProven track record of successfully leading service improvement initiatives and managing ITSM toolset implementation in high-security environment s. Main Dut iesLead the Service Desk team in delivering exceptional end-user support, utilising Jira ITSM to oversee incident, request, and problem management, and ensuring SLAs and KPIs are consistently m et.Manage platform and hosting operations within ServiceNow on AWS, coordinating with Systems Administrators to ensure a secure, stable, and compliant environment for all applicatio ns.Oversee and ensure configuration and asset management accuracy in the ServiceNow CMDB, implementing regular reviews to support service reliabili ty.Develop and implement business continuity and incident response plans, using AWS CloudTrail and CloudWatch for proactive monitoring of platform health and securi ty.Lead the end-to-end implementation and improvement of ITSM processes, with a focus on customising Jira ITSM and ServiceNow to meet MOD standards, enhancing workflows, and aligning with ITIL best practic es. N otesDue to the nature of the job some occasional work at weekends and outside of normal hours may be requi red.Travel to customer sites may be required so the ability to travel as and when required needs to be conside red.This role requires a DBS and BPSS security che cks.