Service Desk Manager - Incident Manager - DV CLEARED

Summary: The Service Desk Manager - Incident Manager role requires a highly experienced professional with a strong background in Incident and Major Incident Management, particularly within the Defence sector. The position involves leading a Level 4 Service Desk, managing incidents, and enhancing customer service across military and civilian locations. The ideal candidate will have extensive experience in critical environments and a deep understanding of ITIL practices. Active DV clearance is mandatory for this role.

Key Responsibilities:

• Lead a highly skilled Level 4 Service Desk, ensuring swift and effective resolution of technical issues.
• Act as a Subject Matter Expert (SME) for service desk technologies, upgrades, limitations, and best practices.
• Support and improve incident management aligned with the customer's strategy.
• Develop, evolve, and implement processes, procedures, and training for operational excellence.
• Support recruitment, screening, and development of team members.
• Own customer service delivery, acting as the service liaison for critical incidents and business-impacting events.
• Maintain robust communications and identify areas for improvement.
• Create reports, performance metrics, and provide insights to drive service evolution.

Key Skills:

• Extensive Incident or Major Incident Management experience.
• Strong experience managing technical service desks in critical environments.
• Recent experience in an IT Service Desk / Help Desk setting.
• In-depth understanding of ITIL practices, especially Incident, Knowledge, Problem, and Change Management.
• ITIL v3 or v4 certification essential.
• Ability to strategically assess risks and impacts in a dynamic setting.
• Proficiency with Remedy and strong reporting/analytical skills.
• Excellent communication and leadership abilities with a detail-focused mindset.
• Active DV clearance.
• Previous experience working with military users or in Defence environments highly desirable.

Salary (Rate): undetermined

City: Wiltshire

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT