Service Desk Manager

New Today

MDA IT Service Desk Manager
Location: Portsmouth (Hybrid) Clearance: SC (must be able to obtain) Contract: Perm or contract until 30/04/2028
We are seeking an IT Service Manager to support the delivery, coordination, and improvement of IT services across a secure MoD Private Cloud environment.
This role is ideal for an experienced Service Manager looking to step into a broader service-management position aligned to ITIL 4, ISO 20000, at a minimum SFIA Level 4.
You will be responsible for supporting day-to-day service operations, maintaining service reporting, coordinating incidents and changes, and improving service processes using Atlassian tools (Jira Service Management, Confluence, Jira Assets).
What you'll do
Support effective delivery of ITIL 4 practices including Incident, Request, Problem, Change, and Service Desk. Monitor technology services performance. Maintain accurate and timely service reporting, KPIs, dashboards, and performance insights. Maintain knowledge bases, SOPs and service documentation in Confluence. Support service improvements, value-stream optimisation and ISO 20000 compliance activities. Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules. Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through to Maturity and Capability Level 5. Maintain risk and issue registers, ensuring robust disaster recovery (DR) and business continuity (BC) arrangements. Assist with Major Incident coordination and service-restoration activities. Contribute to governance and compliance across cyber security, data protection, and information assurance domains. Lead, develop, and mentor IT service and support staff to maintain performance and capability.
What you'll bring
ITIL 4 Foundation (minimum), ITIL 4 Managing Professional is preferred. Experience working in a Service Operations or ITSM environment. Experience of Jira Service Management and Confluence. Experience of delivering processes at ISO/IEC 20000 standards. Strong communication, stakeholder engagement, and analytical skills.
Person Specification (Essential & Desirable Criteria)
Essential Criteria
ITIL 4 Foundation certified Experience supporting or delivering ITIL 4 processes Working experience with Jira Service Management and Confluence Strong understanding of service operations principles Ability to interpret SLAs, analyse data and produce reporting packs Excellent verbal and written communication Eligibility and willingness to undergo SC and DV clearance Experience working with multiple resolver groups or suppliers
Desirable Criteria
ITIL 4 Managing Professional ISO/IEC 20000 Foundation or audit exposure Experience in MoD, Defence Digital, or other secure UK Gov environments Knowledge of JSPs or public-sector governance frameworks Problem Management / RCA experience Exposure to Jira Assets / CMDB Understanding of XLAs, user-experience metrics Experience with service improvement initiatives Knowledge of automation (Jira Automation)
This is an excellent opportunity to lead and develop a Service Management function, on the journey to achieving ITIL4 Maturity and Capability Level 5 within a high-impact operational environment.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy
Apply
Location:
Portsmouth, Hampshire
Job Type:
FullTime
Category:
IT

We found some similar jobs based on your search