Service Desk Team Leader

Babcock International; Bristol; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading global defense company is seeking a Service Desk Team Leader in Bristol, offering hybrid working arrangements. You will lead a dynamic team, ensuring exceptional customer service and meeting critical SLAs. The ideal candidate has proven leadership experience in IT environments, strong technical knowledge, and an ITILv3 certification. Competitive salary and generous benefits package included.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Payment of Professional Fees

Excellent development opportunities

Qualifications

• Hands-on management requires innovative leadership and team motivation.
• Experience in incident management with strong customer interaction skills.

Responsibilities

• Lead and motivate a team to meet performance targets.
• Manage red network support operations with hands-on technical support.
• Conduct regular performance reviews and training for team members.
• Support analysts during busy periods.

Skills

Proven leadership experience in a technical service desk environment

Hands-on management of service desk teams with high call volumes

Strong technical knowledge of Windows 7 & 10

Active Directory

Exchange

Incident management

Education

ITILv3 Foundation certification

Additional technical certifications

Job description

Overview

Job Title: Service Desk Team Leader
Location: Bristol, South Gloucestershire + Hybrid Working Arrangements
Compensation: Competitive Salary + Benefits
Role Type: Full time / Permanent
Role ID: SF68028

Lead the Future of Secure IT Support

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 Team Leader at our Babcock Technology Centre site, near Bristol, South Gloucestershire.

The role

As a Service Desk Team Leader, you’ll have a role that’s out of the ordinary. You’ll be at the heart of our IT operations, leading a dynamic team of Service Desk Analysts, Support Technicians, and System Administrators. Your leadership will ensure we deliver exceptional customer service and meet critical service level agreements across our secure networks. This is a role where your technical expertise and people skills will make a real difference, not just to our business, but to national security.

Day-to-day, you’ll be:

• Leading and motivating your team to meet performance targets and deliver outstanding customer service
• Managing red network support operations, including hands-on technical support when needed
• Reporting on team performance using daily, weekly, and monthly metrics
• Conducting regular performance reviews and ensuring team members receive the training they need to excel
• Supporting analysts during peak call volumes or when additional expertise is required

This role is full time, 37.5 hours per week and provides hybrid working arrangements with three days in the office/onsite and two days working from home.

Essential experience

• Proven leadership experience in a technical service desk environment
• Hands-on management of service desk teams with high call volumes
• ITILv3 Foundation certification
• Strong technical knowledge of Windows 7 & 10, Active Directory, Exchange, Remote Desktop, and Server Infrastructure
• Experience in incident management and direct customer interaction

Qualifications

• ITILv3 Foundation certification (essential)
• Additional technical certifications are advantageous

Security Clearance

The successful candidate must be a sole UK national who is able to achieve and maintain Standard (BPSS) / Security Check (SC) / Developed Vetting (DV) 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. There is an annual Window to request this benefit.
• 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.

About Babcock

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: 08/10/2025