Service Desk Manager

Service Desk Manager

Location: Bristol, GB, BS16 1EJ

Onsite or Hybrid: OnSite

Job Title: Service Desk Manager

Location: Bristol

Compensation: £44,600 - £55,800 Depending on Experience + Benefits

Role Type: Full time / Permanent

Role ID: SF72222

Lead a high-performing team delivering critical IT services that keep defence operations running smoothly

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 Manager at our Babcock Technology Centre site.

The role

As a Service Desk Manager, you'll take the lead in managing the day to day performance of our support teams. You'll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock's critical operations, including those that directly support national defence.

Day to day, you'll be responsible for achieving service delivery targets, driving continuous improvement within a high-volume environment, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence related operations.

• Oversee the day to day running of the Service Desk, ensuring seamless IT service provision.
• Act as the Management Representative for DNDC service delivery, ensuring all obligations are met.
• Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD.
• Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity.
• Build and maintain effective working relationships with customers, internal stakeholders and industry partners.

This role is full time, 35 hours per week and is based on site 5 days a week at Babcock Technology Centre.

Essential experience of the Service Desk Manager

• Experience within a high-volume ticket request environment
• Practical experience of the full systems development lifecycle (waterfall, agile etc.)
• Strong root cause analysis capability
• A solid understanding of business process and information management principle
• Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem solving skills

Qualifications for the Service Desk Manager

• Degree level qualified in IT, project/programme management OR relevant experience within a similar role
• ITIL v4 certification
• Additional training or certifications in IT service management, service operations or digital leadership - 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.

What we offer

• 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 of 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.

We are a disability confident committed employer

We commit to building an inclusive culture where everyone's free to thrive. If you have a disability or need any reasonable adjustments during the application and selection stages, please email with the subject header 'Reasonable adjustments requirement'. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.