Service Desk Manager

Permanent employee, Full-time
· MOD Corsham/ChippenhamSalary range £40,000 - £50,000 per annum37.5 hours a week Mon-FriMust be eligible for DBS, BPSS and High-Level Security Clearances

We are looking for an experienced Service Desk Manager role will be based out of MOD Corsham, Wiltshire with flexible working from home available. This role will oversee and manage the service team, ensuring high-quality service delivery, efficient incident response, and robust platform operations aligned with MOD standards. This role includes managing ITSM processes through Jira for end-user support, overseeing ServiceNow platform operations on AWS, and driving continuous improvement initiatives across the environment.

Essential Skills & Experience

• Extensive experience in Jira ITSM for managing incidents, requests, changes, and problem records, ensuring full compliance with service SLAs and ITSM best practices.
• Demonstrated experience in implementing and customising ITSM toolsets, including configuring workflows and optimising tools like Jira and ServiceNow to meet organisational needs.
• Proficiency in ServiceNow for application management, workflow configuration, and user access management within AWS-hosted environments.
• AWS CloudTrail and CloudWatch for monitoring platform health and auditing system activity, with strong experience in platform security and compliance.
• Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
• Strong leadership and communication skills, with the ability to collaborate across teams, drive service improvements, and engage stakeholders effectively. 
• ITIL v3/v4 certification, with an emphasis on Incident, Change, and Service Management processes.
• Familiarity with MOD’s SIAM framework and Defence Service Management Framework.
• Experience with AWS IAM for secure access management and AWS RDS (e.g., MariaDB) for database support in ServiceNow environments.
• Knowledge of NGINX for secure traffic routing and managing access
• Proven track record of successfully leading service improvement initiatives and managing ITSM toolset implementation in high-security environments.

Main Duties

• Lead the Service Desk team in delivering exceptional end-user support, utilising Jira ITSM to oversee incident, request, and problem management, and ensuring SLAs and KPIs are consistently met.
• Manage platform and hosting operations within ServiceNow on AWS, coordinating with Systems Administrators to ensure a secure, stable, and compliant environment for all applications.
• Oversee and ensure configuration and asset management accuracy in the ServiceNow CMDB, implementing regular reviews to support service reliability.
• Develop and implement business continuity and incident response plans, using AWS CloudTrail and CloudWatch for proactive monitoring of platform health and security.
• Lead the end-to-end implementation and improvement of ITSM processes, with a focus on customising Jira ITSM and ServiceNow to meet MOD standards, enhancing workflows, and aligning with ITIL best practices.

Notes

Due to the nature of the job some occasional work at weekends and outside of normal hours may be required. Travel to customer sites may be required so the ability to travel as and when required needs to be considered.This role requires a DBS and BPSS security checks.