Senior Service Desk Analyst (ITSM & Service Operations)

Public Sector Resourcing, managed by AMS; United States; Remote; USD 87,000 - 129,000; Full time

Job summary

Public Sector Resourcing, managed by AMS, seeks a Senior Service Desk Analyst to lead ITSM operations on a remote UK-based contract. You will oversee incident, request and major incident management, coaching analysts and driving continual service improvement.

Essential ITIL discipline, CMDB familiarity, and strong Jira Service Management experience are required. The role emphasizes output, reporting and collaboration with resolvers and service managers.

Qualifications

• Demonstrable understanding of ITIL service management principles, including Incident, Service Request, Knowledge and Configuration Management.
• Experience in an IT service desk, IT support or service management environment.
• Experience taking ownership of complex incidents, service requests or customer enquiries.
• Experience with CMDB and how configuration information supports incident resolution.
• Experience using IT service management tools to manage tickets, queues, priorities, updates, escalation.
• Experience in an ITIL-aligned service management environment.
• Experience coaching colleagues and improving operational quality.
• Experience producing service desk reporting and identifying improvement opportunities.
• Understanding of knowledge management and creating knowledge articles.
• Understanding of asset/configuration management and how it supports incident handling.
• Ability to interpret service desk information and identify trends, risks.
• Strong written and verbal communication skills.
• Evidence of ownership, good judgment and working with limited supervision.

Responsibilities

• Support Incident Management, Service Request Management and Major Incident Management activities, ensuring services are delivered in line with agreed processes and service levels.
• Provide experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries.
• Use Jira Service Management to record, prioritise, investigate, resolve and escalated tickets, ensuring accurate and complete ticket information is maintained.
• Monitor service desk queues, workload, ticket ageing and service level performance, taking action or escalating where service performance is at risk.
• Use service desk data, performance metrics and reporting to identify trends, risks and opportunities for continual service improvement.
• Proactively identify missing, inaccurate or incomplete configuration information and contribute to improving CMDB data quality.
• Provide day-to-day guidance, coaching and support to Service Desk Analysts, promoting consistent working practices and effective service resolution.
• Support the allocation and coordination of work across the service desk, escalating resource or coverage concerns to the Service Desk Manager.
• Act as an escalation point for complex enquiries and difficult customer interactions.
• Maintain and improve service desk standard operating procedures, scripts, templates, runbooks and guidance materials.
• Promote effective communication between users, the service desk, service managers and technical resolver teams.
• Coach and develop Service Desk Analysts, supporting performance and availability.

Skills

ITIL Service Management

Incident Management

CMDB Data

Leadership & Coaching

Jira Service Management

Service Reporting

Stakeholder Communication

Tools

Jira Service Management

Job description

On behalf of the MOD, we are looking for a Senior Service Desk Analyst (ITSM & Service Operations) (Inside IR35) for a 5 month contract (with potential extension) working REMOTELY.

The Senior Service Desk Analyst (ITSM & Service Operations) provides operational leadership across the Service Desk, supporting Incident Management, Service Request Management, Knowledge Management, Configuration Management and Continual Service Improvement activities. The role is responsible for maintaining effective ITSM processes, supporting the operational use of the CMDB, contributing to service onboarding activities and coaching analysts in the consistent delivery of ITIL-aligned service management practices.

As a Senior Service Desk Analyst, your main responsibilities will be to:

• Support Incident Management, Service Request Management and Major Incident Management activities, ensuring services are delivered in line with agreed processes and service levels.
• Provide experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries.
• Use Jira Service Management to record, prioritise, investigate, resolve and escalated tickets, ensuring accurate and complete ticket information is maintained.
• Monitor service desk queues, workload, ticket ageing and service level performance, taking action or escalating where service performance is at risk.
• Use service desk data, performance metrics and reporting to identify trends, risks and opportunities for continual service improvement.
• Proactively identify missing, inaccurate or incomplete configuration information and contribute to improving CMDB data quality.
• Provide day-to-day guidance, coaching and support to Service Desk Analysts, promoting consistent working practices and effective service resolution.
• Support the allocation and coordination of work across the service desk, escalating resource or coverage concerns to the Service Desk Manager.
• Act as an escalation point for complex enquiries and difficult customer interactions.
• Maintain and improve service desk standard operating procedures, scripts, templates, runbooks and guidance materials.
• Promote effective communication between users, the service desk, service managers and technical resolver teams.
• Coach and develop Service Desk Analysts, supporting performance and availability.

PLEASE NOTE: SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

Essential:

• Demonstrable understanding of ITIL service management principles, including Incident Management, Service Request Management, Knowledge Management and Configuration Management.
• Demonstrable experience of working in an IT service desk, IT support or service management environment.
• Experience of taking ownership of complex incidents, service requests or customer enquiries.
• Experience of using or contributing to a CMDB and understanding how configuration information supports incident and request resolution.
• Practical experience of using an IT service management tool to manage tickets, queues, priorities, updates, escalation and resolution.
• Experience of working in an ITIL-aligned service management environment.
• Experience of supporting or coaching colleagues and improving the consistency or quality of operational work.
• Experience of producing or contributing to service desk reporting, analysing trends and identifying service improvement opportunities.
• An understanding of knowledge management and experience of creating, reviewing or improving support documentation or knowledge articles.
• An understanding of asset and configuration management, including how service and configuration information supports effective incident and request handling.
• Ability to interpret service desk information and identify trends, risks or areas requiring improvement.
• Strong written and verbal communication skills, including the ability to communicate effectively with users and technical resolver teams.
• Evidence of taking ownership, exercising sound judgement and working effectively with limited supervision.

Desirable:

• Practical experience of Jira Service Management.
• Experience of developing or maintaining a service desk knowledge base.
• Experience of supporting the onboarding or transition of new services into live support.
• Experience of working with service catalogues, service levels or operational reporting.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, the MOD encourage applications from disabled and neurodivergent candidates. Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

Armed Forces Covenant

As a signatory of the Armed Forces Covenant, the MOD welcome applications from veterans, service leavers, reservists and military spouses or partners. Applications from eligible candidates who meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.