IT Service Desk Manager

Northrop Grumman UK; Cheltenham; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible working options

Holiday buy and sell

Career development and training

Performance-related bonuses

Job summary

Northrop Grumman UK is looking for a seasoned IT Service Desk Lead to champion a multi-site 1st line support function in Cheltenham. You will ensure SLAs are met, mentor a cross-site team and drive ITIL-aligned incident and service request handling.

You will refine ServiceNow workflows, manage assets and budgets, and collaborate with UK, EMEA, and US teams to deliver a seamless IT experience for our users.

Qualifications

• Experience leading an IT service desk or end-user support function.
• Strong leadership and stakeholder engagement skills.
• Solid knowledge of end-user device support and modern desktop environments.
• Understanding of IT service management principles and ITIL practices.
• Experience with ITSM tools such as ServiceNow.

Responsibilities

• Lead, develop, and mentor a multi-site service desk and 1st line support team.
• Own day-to-day service desk operations, ensuring SLAs and targets are met and continuously improved.
• Oversee incident and service request management, ensuring timely resolution and clear communication with users.
• Support a range of end-user devices including laptops, thin clients, printers, and mobile devices.
• Drive a first-contact resolution culture and identify opportunities to improve processes, tooling, and customer experience.
• Maintain and evolve our ServiceNow environment, ensuring workflows and reporting support effective service delivery.
• Manage asset lifecycle, forecasting, and budget planning for key IT equipment.
• Contribute to incident, problem, and wider ITIL processes across UK, EMEA, and US.

Skills

ITIL

Leadership

Stakeholder mgmt

ServiceNow

End-user support

Global teams

Tools

ServiceNow

Job description

Clearance Type:

SC (or ability to gain and maintain)

What’s your possible?

At Northrop Grumman UK, you are part of a team driving innovation where it matters most – solving tomorrow’s challenges and shaping the technology solutions of the future. It’s what we call Defining Possible.

This mindset goes beyond the work we deliver for our customers. It’s at the heart of how we help you grow, how we support our communities, and how we create a place where everyone can thrive.

The Opportunity

This is more than a leadership role. It’s an opportunity to shape how our people experience technology every single day.

As part of our EMEA IT organisation, you will lead our IT Service Desk and 1st Line Support function across multiple sites, ensuring colleagues have the tools and support they need to do mission-critical work. You’ll guide a skilled team, drive service excellence, and champion a first-time-fix culture that keeps our business moving.

Based in Cheltenham and reporting to the EMEA IT Service Delivery Manager, you’ll play a key role in maturing ITIL practices, strengthening our service management capability, and delivering a seamless, professional IT experience for users across the region.

What You’ll Do

• Lead, develop, and mentor a multi-site service desk and 1st line support team, enabling technical growth and clear career pathways.
• Own day-to-day service desk operations, ensuring SLAs and service targets are met and continuously improved.
• Oversee incident and service request management, ensuring timely resolution and clear communication with users.
• Support a range of end‑user devices including laptops, thin clients, printers, and mobile devices.
• Drive a first-contact resolution culture and identify opportunities to improve processes, tooling, and customer experience.
• Maintain and evolve our ServiceNow environment, ensuring workflows and reporting support effective service delivery.
• Manage asset lifecycle, forecasting, and budget planning for key IT equipment.
• Contribute to incident, problem, and wider ITIL processes, working closely with technical teams across the UK, EMEA, and US.

What We’re Looking For

• Experience leading an IT service desk or end‑user support function, ideally having progressed from a 2nd line technical role.
• Strong leadership, communication, and stakeholder engagement skills.
• Solid knowledge of end‑user device support and modern desktop environments.
• Understanding of IT service management principles and ITIL practices.
• Experience with ITSM tools such as ServiceNow (or similar).
• Ability to work under pressure, manage priorities, and guide teams through change.
• Comfortable working with globally dispersed teams and adapting to different cultures and working styles.
• Experience supporting manufacturing, engineering, or secure operational environments.
• Strong ServiceNow workflow or reporting experience.

We value learning, growth, and diverse perspectives.

Security Clearance

Due to the nature of our work, you must be a UK national and able to gain and maintain SC level UK Government security clearance.

• Flexible working options, including compressed fortnight
• Holiday buy and sell
• Career development and professional training programmes
• Performance-related bonuses

Why Join Us?

A Mission to Believe In

You’ll contribute to work that protects the UK, strengthens national security, and shapes future defence and cyber technologies.

A Place to Belong and Thrive

We’re committed to creating an inclusive environment where every voice is valued and every colleague has the platform to succeed.

From global projects to technical specialisms and leadership pathways, you’ll have the freedom to define your career – supported by mentoring, training, and continuous development.