Service Desk Manager
Permanent employee, Full-time · MOD Corsham/ChippenhamSalary range £40,000 - £50,000 per annum37.5 hours a week Mon-FriMust 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 & Experience
1. Extensive experience in Jira ITSM for managing incidents, requests, changes, and problem records, ensuring full compliance with service SLAs and ITSM best practices.
2. Demonstrated experience in implementing and customising ITSM toolsets, including configuring workflows and optimising tools like Jira and ServiceNow to meet organisational needs.
3. Proficiency in ServiceNow for application management, workflow configuration, and user access management within AWS-hosted environments.
4. AWS CloudTrail and CloudWatch for monitoring platform health and auditing system activity, with strong experience in platform security and compliance.
5. Knowledgeabl...