MoD Service Desk Manager - Hybrid, SC Cleared

Net Consulting Ltd; Wales; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A managed services provider is seeking a Service Desk Manager to lead a team in providing high-quality support to the Ministry of Defence. Responsibilities include managing incident resolutions, maintaining communications, and reporting service levels. The ideal candidate has experience in service delivery within MoD environments and holds an ITIL certification. This role offers competitive salary and various workplace benefits.

Benefits

Competitive Salary

Contributory Pension Scheme

Private Medical Insurance

Life Assurance

Critical Illness Cover

Health & Wellbeing

25 Days’ Annual Leave

Your Birthday off

Regular team events

Performance Bonuses

Excellent Career Progression Opportunities

Qualifications

• Experience working within a service delivery environment and ensuring the service desk team excels in the delivery of all tasks.
• Advanced incident management and stakeholder management capabilities.
• Proficiency in ITSM tools - ITIL Foundation level qualified (essential).
• Confident, articulate communicator with strong presentation skills to senior stakeholders.
• Educated to A level or Higher BTEC Higher National (or equivalent).
• A disciplined and structured working ethos.
• High standards of professionalism, integrity and confidentiality.
• Experience of working in MoD environments.

Responsibilities

• Managing incident resolution and ensuring service levels are met.
• Maintaining end-user communications on live service issues.
• Oversee and report on routine patching cycles.
• Deliver excellent customer service and maintain stakeholder communication.
• Prioritise tasks and delegate effectively to system administrators to ensure positive outcomes.
• Providing content to support customer Governance and reporting boards.
• Preparing service delivery reports.
• Building relationships with stakeholders to help manage escalations.

Job description

A managed services provider is seeking a Service Desk Manager to lead a team in providing high-quality support to the Ministry of Defence. Responsibilities include managing incident resolutions, maintaining communications, and reporting service levels. The ideal candidate has experience in service delivery within MoD environments and holds an ITIL certification. This role offers competitive salary and various workplace benefits.