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Service Desk Manager

Job Posted: 6 days ago

Salary: £ Competitive
Job Type: Contract
Location: Portsmouth, Hampshire

Expire in: 22 days

Job Description

MDA IT Service Desk Manager 

Location: Portsmouth (Hybrid)
 Clearance: SC (must be able to obtain)
 Contract: Perm or contract until 30/04/2028

We are seeking an IT Service Manager to support the delivery, coordination, and improvement of IT services across a secure MoD Private Cloud environment.

This role is ideal for an experienced Service Manager looking to step into a broader service-management position aligned to ITIL 4, ISO 20000, at a minimum SFIA Level 4.

You will be responsible for supporting day-to-day service operations, maintaining service reporting, coordinating incidents and changes, and improving service processes using Atlassian tools (Jira Service Management, Confluence, Jira Assets).

What you'll do

Support effective delivery of ITIL 4 practices including Incident, Request, Problem, Change, and Service Desk.
Monitor technology services performance. Maintain accurate and timely service reporting, KPIs, dashboards, and performance insights.
Maintain knowledge bases, SOPs and service documentation in Confluence.
Support service improvements, value-stream optimisation and ISO 20000 compliance activities.
Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules.
Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through to Maturity and Capability Level 5.
Maintain risk and issue registers, ensuring robust disaster recovery (DR) and business continuity (BC) arrangements.
Assist with Major Incident coordination and service-restoration activities.
Contribute to governance and compliance across cyber security, data protection, and information assurance domains.
Lead, develop, and mentor IT service and support staff to maintain performance and capability. 

What you'll bring

ITIL 4 Foundation (minimum), ITIL 4 Managing Professional is preferred.
Experience working in a Service Operations or ITSM environment.
Experience of Jira Service Management and Confluence.
Experience of delivering processes at ISO/IEC 20000 standards.
Strong communication, stakeholder engagement, and analytical skills. 

Person Specification (Essential & Desirable Criteria)

Essential Criteria

ITIL 4 Foundation certified
Experience supporting or delivering ITIL 4 processes
Working experience with Jira Service Management and Confluence
Strong understanding of service operations principles
Ability to interpret SLAs, analyse data and produce reporting packs
Excellent verbal and written communication
Eligibility and willingness to undergo SC and DV clearance
Experience working with multiple resolver groups or suppliers 

Desirable Criteria

ITIL 4 Managing Professional
ISO/IEC 20000 Foundation or audit exposure
Experience in MoD, Defence Digital, or other secure UK Gov environments
Knowledge of JSPs or public-sector governance frameworks
Problem Management / RCA experience
Exposure to Jira Assets / CMDB
Understanding of XLAs, user-experience metrics
Experience with service improvement initiatives
Knowledge of automation (Jira Automation) 

This is an excellent opportunity to lead and develop a Service Management function, on the journey to achieving ITIL4 Maturity and Capability Level 5 within a high-impact operational environment.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy

Before You Apply

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Bank details.
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Date of birth.

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