IT Service Desk Coordinator

MASS; St. Neots; On-site; GBP 35,000 - 45,000; Full time

Job summary

A global technology company in the UK seeks an experienced IT Service Desk Coordinator to lead support operations. The role focuses on enhancing service delivery, ensuring compliance with SLAs, and fostering strong customer relationships. Candidates must be UK nationals eligible for government security clearance. Competitive salary and generous benefits package offered.

Benefits

Salary £35,000-45,000

25 days annual leave

Pension schemes

Private Medical Insurance

Life Assurance scheme

Career development support

Qualifications

• Proactive and technically capable with experience in IT service management.
• Ability to lead and mentor support teams.
• Strong track record in delivering excellent customer service.

Responsibilities

• Lead daily operations of the IT service desk.
• Handle enquiries and resolve issues efficiently.
• Ensure alignment with SLAs and continuous improvement.

Skills

Service management practices

IT asset management

Knowledge of SLAs and KPIs

Incident management

ITIL4 and ISO20000 compliance

Analytical skills

Excellent communication

Job description

IT Service Desk Coordinator - St Neots

• Salary £35,000-45,000
• 25 days annual leave inclusive of up to 3 days December shut-down
• Buy or sell up to 5 days’ annual leave
• Two pension schemes to choose from
• Private Medical Insurance + discounts for additional family members
• Life Assurance scheme up to 4 × salary
• Share Save scheme
• Electric/Hybrid Car leasing scheme
• Cycle to work scheme
• Retail discounts
• Career development support

We’re looking for a proactive, technically capable Service Desk Coordinator to join our fast‑paced IT Service Management contract. If you enjoy building strong support teams, leading by example, and improving the way tech services are delivered, this could be a great fit. You’ll take the lead on one of our key customer‑facing support functions—bringing structure, energy, and a drive for service excellence to everything you do.

The location is our head office in St Neots, Cambridgeshire (PE19 6BN).

How you’ll support us

You’ll be the go‑to person for all things related to the IT service desk—taking the lead in handling enquiries, resolving issues, and keeping everything running smoothly. The focus is on building strong relationships and delivering a great customer experience through clear communication and a well‑managed, responsive service desk. You’ll also make sure the systems stay reliable, secure, and robust, supporting our teams day in and day out.

Skills required for the role

Essential

• Contribute to the advancement of service management practices
• Responsible for IT asset management
• Responsible for supporting team performance in accordance with agreed‑upon SLAs and KPIs
• Responsible for producing the system’s management information
• Day‑to‑day administration of the Service Desk (adhering to SLAs), monitoring incidents, requests, and problems
• Facilitate resolution of complex support issues by using one’s own expertise or coordinating the appropriate team/s or persons
• Compile service desk management information and report against SLAs, KPIs and trend analysis
• Analyse management information to identify areas for improvement for the Service Desk team
• Identify and support continuous service improvement initiatives
• Support in ensuring the Service Desk and its delivery is always aligned with best practice (ITIL4, ISO20000)
• Comply with Company policies and procedures, including the MMS

Our non‑negotiables

Due to the highly secure nature of the projects that you will be involved with, you must be:

• A UK National and eligible to work in the UK
• Eligible to obtain and maintain a UK Government Security Check (SC) level security clearance

Who is MASS?

MASS is an independent, global technology company, trusted by highly‑secure organisations to provide advanced, digital services that manage data and keep information safe. With our heritage in defence, we offer robust solutions to sectors where security expertise is essential.

MASS is an equal opportunities employer; we know that our people are smart, skilled and motivated and in return we provide a friendly workplace where everyone is valued and has the chance to make an impact.

Apply today

Apply today to see how working for MASS could work for you!