Service Desk Manager

Babcock International; Bristol; On-site; GBP 44,000; Full time

Job summary

A leading defense technology company in Bristol is looking for an experienced Service Desk Manager to lead a team and manage incident resolution. The role involves mentoring, ensuring service levels, and delivering excellent customer service in a high-stakes environment. Ideal candidates have strong IT and management experience, along with relevant qualifications. This position offers competitive pay and numerous benefits options.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Payment of Professional Fees

Holiday Trading benefit

Be Kind Day for volunteering

Excellent development opportunities

Qualifications

• Proven experience managing and maturing a service desk team.
• Strong mentoring skills across varied skill levels.
• Advanced incident and stakeholder management capabilities.
• Experience supporting bespoke, web-based applications.
• Proficiency in SQL/Oracle and ITSM tools.

Responsibilities

• Lead a team of Application Support Analysts handling incidents.
• Ensure service levels are met and manage incident resolution.
• Deliver excellent customer service and stakeholder communication.
• Prioritize tasks and delegate effectively.

Skills

Managing a service desk team

Mentoring skills

Incident management

Stakeholder management

SQL/Oracle proficiency

Education

ITIL Foundation level qualified

Tools

ITSM tools

Job description

Job Title: Service Desk Manager

Location: Stoke Gifford, Bristol

Compensation: £43,935.00 + Benefits

Role Type: Full time / Permanent

Role ID: SF66854

Lead the Frontline of Digital Defence

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

The role

As a Service Desk Manager, you’ll be at the heart of our mission to support the UK’s defence capabilities. This is a pivotal role supporting the Submarine Development Agency and the Ministry of Defence.

Day-to-day, you’ll lead a team of Application Support Analysts handling over 500 incidents weekly from Royal Navy, MoD civilian and industry partner customers.

• Leading and mentoring a team of Application Support Analysts
• Managing incident resolution and ensuring service levels are met
• Supporting third line diagnostics and corrective activities
• Delivering excellent customer service and stakeholder communication
• Prioritising tasks and delegating effectively to ensure positive outcomes

This role is full time, 35 hours per week and is based on site at Babcock Technology Centre, Bristol.

Essential experience

• Proven experience managing and maturing a service desk team
• Strong mentoring skills across varied skill levels
• Advanced incident and stakeholder management capabilities
• Experience supporting bespoke, web-based applications
• Proficiency in SQL/Oracle and ITSM tools

Qualifications

• ITIL Foundation level qualified (essential)
• Experience with Staffware workflow engine (desirable)
• Experience with Oracle WebCentre Portal technologies (desirable)

Security Clearance

The successful candidate must be a sole UK national who is 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

• Generous holiday allowance
• 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 email [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.

Closing date: 12/10/2025

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