Service Desk Manager

Description:

As a Service Desk Manager, you’ll take the lead in managing the day‑to‑day performance of our support teams. You’ll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock’s critical operations, including those that directly support national defence.

Day-to-day, you’ll be responsible for achieving service delivery targets, driving continuous improvement within a high-volume environment, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high‑impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence‑related operations.
 

• Oversee the day‑to‑day running of the Service Desk, ensuring seamless IT service provision.
• Act as the Management Representative for DNDC service delivery, ensuring all obligations are met.
• Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD.
• Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity.
• Build and maintain effective working relationships with customers, internal stakeholders and industry partners.
  
   

This role is full time, 35 hours per week and is based on site 5 days a week at Babcock Technology Centre.

Essential Experience Of The Service Desk Manager
 

• Experience within a high-volume ticket request environment
• Practical experience of the full systems development lifecycle (waterfall, agile etc.)
• Strong root‑cause analysis capability
• A solid understanding of business process and information management principle
• Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem‑solving skills
  
   

Qualifications For The Service Desk Manager
 

• Degree‑level qualified in IT, project/programme management OR relevant experience within a similar role
• ITIL v4 certification
• Additional training or certifications in IT service management, service operations or digital leadership – Desirable