Service Desk Manager

Babcock Mission Critical Services España SA.; Bristol; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading organization is seeking a Service Desk Manager to manage a team offering critical support to the Ministry of Defence from their Bristol site. The role requires a proven leader to guide a team of application support analysts, ensuring high-quality service delivery while managing customer incidents. The ideal candidate will possess strong analytical skills and experience with ITSM tools, aiming to contribute to the efficiency of UK defense capability.

Benefits

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Holiday Trading

Be Kind Day

Qualifications

• Proven track record in leading and developing high-performing service desk teams.
• Skilled in mentoring, incident management, and stakeholder engagement.
• Experienced in supporting bespoke web-based applications with SQL/Oracle expertise.

Responsibilities

• Lead a team of application support analysts handling incidents.
• Deliver prompt support and resolutions to customer issues.
• Maintain clear communication with customers about their issues.

Skills

Leadership

Problem-solving

Analytical skills

Stakeholder engagement

Mentoring

Tools

ITSM tools

SQL

Oracle

Job description

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Service Desk Manager

Location:

Bristol, GB, BS16 1EJ

Onsite or Hybrid:

Job Title: Service Desk Manager

Location: Stoke Gifford, Bristol + Hybrid Working Arrangements

Role Type: Full time / Permanent

Role ID: SF66854

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Manager at our Babcock Technology Centre site.

The role

As a Service Desk Manager, you’ll have a role that’s out of the ordinary. Join a team playing a pivotal role in the success of the Submarine Development Agency, delivering critical services to the Ministry of Defence and shaping the future of UK defence capability.

Day-to-day, you’ll lead a team of application support analysts handling a high volume of incidents from Royal Navy personnel, MOD civilians, and industry partners.

• Deliver prompt, courteous support and resolutions to customer-raised issues.
• Prioritise and delegate tasks effectively to ensure positive customer outcomes.
• Assist third-line support with diagnostics and corrective actions for software solutions.
• Maintain clear communication with customers, including progress updates and activity logs.
• Ensure services are delivered in line with agreed Service Level Agreements.

This role is full time, 35 hours per week and provides hybrid working arrangements.

Essential experience of the Service Desk Manager

• Proven track record in leading and developing high-performing service desk teams.
• Skilled in mentoring, incident management, and stakeholder engagement.
• Strong analytical, problem-solving, and reporting capabilities and familiarity with ITSM tools.
• Experienced in supporting bespoke web-based applications with SQL/Oracle expertise.
• Working knowledge of Staffware workflow and Oracle WebCentre Portal - Desirable

Qualifications for the Service Desk Manager

Security Clearance

The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk) .

What we offer

• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually.
• ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Babcock International

For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please [e-mail] with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.

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