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 issu...