Summary: The Service Desk Manager - Incident Manager role requires a highly experienced individual to lead a Level 4 Service Desk within the Defence sector, focusing on Incident and Major Incident Management. The position involves managing a technical team to ensure effective resolution of issues and enhance customer service across military and civilian locations. The candidate must hold active DV clearance and possess a strong background in IT service management practices. This role is critical in supporting the NSOIT(D) Programme and the OpNET capability.

Key Responsibilities:

• Leading a highly skilled Level 4 Service Desk, ensuring swift and effective resolution of technical issues across applications, services, OS, and devices.
• Acting as an SME for service desk technologies, upgrades, limitations, and best practice.
• Supporting and improving incident management aligned to the customer's strategy.
• Developing, evolving, and implementing processes, procedures, and training to maintain operational excellence.
• Supporting recruitment, screening, and development of team members.
• Owning customer service delivery, acting as the service liaison for critical incidents and business-impacting events.
• Maintaining robust communications and identifying improvement areas.
• Creating reports, performance metrics and offering insight to drive service evolution.

Key Skills:

• Extensive Incident or Major Incident Management experience.
• Strong experience managing technical service desks in critical environments.
• Recent experience of working within 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.

Salary (Rate): undetermined

City: Wiltshire

Country: undetermined

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT