Service Desk Manager

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.