IT Service Desk Manager

UK citizenship required for this position: Yes

Relocation assistance: No

Travel: Yes, 25% of the time

Location: Cheltenham, UK

Clearance type: SC (or ability to gain and maintain)

Salary: £55,000 - £65,000

The IT Service Desk Manager role is part of the EMEA IT organisation at Northrop Grumman UK. Based in Cheltenham and reporting to the EMEA IT Service Delivery Manager, you will lead the IT Service Desk and 1st Line Support function across multiple sites, ensuring colleagues have the tools and support needed for mission critical work.

• Lead, develop, and mentor a multi site service desk and 1st line support team, enabling technical growth and clear career pathways.
• Own day to day service desk operations, ensuring SLAs and service targets are met and continuously improved.
• Oversee incident and service request management, ensuring timely resolution and clear communication with users.
• Support a range of end user devices including laptops, thin clients, printers, and mobile devices.
• Drive a first contact resolution culture and identify opportunities to improve processes, tooling, and customer experience.
• Maintain and evolve our ServiceNow environment, ensuring workflows and reporting support effective service delivery.
• Manage asset lifecycle, forecasting, and budget planning for key IT equipment.
• Contribute to incident, problem, and wider ITIL processes, working closely with technical teams across the UK, EMEA, and US.

• Experience leading an IT service desk or end user support function, ideally having progressed from a 2nd line technical role.
• Strong leadership, communication, and stakeholder engagement skills.
• Solid knowledge of end user device support and modern desktop environments.
• Understanding of IT service management principles and ITIL practices.
• Experience with ITSM tools such as ServiceNow (or similar).
• Ability to work under pressure, manage priorities, and guide teams through change.
• Comfortable working with globally dispersed teams and adapting to different cultures and working styles.

• ITIL v3/v4 Foundation certification.
• Experience supporting manufacturing, engineering, or secure operational environments.
• Strong ServiceNow workflow or reporting experience.

• Flexible working options, including compressed fortnight.
• Private healthcare.
• Cash health plan.
• Holiday buy and sell.
• Career development and professional training programmes.
• Performance related bonuses.

Northrop Grumman is committed to hiring and retaining a diverse workforce, and encourages individuals from all backgrounds and all abilities to apply and consider becoming part of our diverse and inclusive workforce.