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- Tasks: Lead a dynamic service desk team to ensure top-notch customer support.
- Company: Join a forward-thinking company committed to excellence and employee wellbeing.
- Benefits: Enjoy hybrid working, generous holidays, and a matched pension scheme.
- Why this job: Be part of a culture that values kindness and professional growth.
- Qualifications: Proven leadership in service desks; ITIL Foundation qualification required.
- Other info: Must achieve Security Check clearance; great for those passionate about tech.
The predicted salary is between 36000 - 60000 £ per year.
As a Service Desk Manager, you\’ll be at the heart of our mission to support the UK\’s defence capabilities. This is a pivotal role supporting the Submarine Development Agency and the Ministry of Defence. Day‑to‑day, you\’ll lead a team of Application Support Analysts handling over 500 incidents weekly from Royal Navy, MoD civilian and industry partner customers.
Responsibilities
- Leading and mentoring a team of Application Support Analysts
- Managing incident resolution and ensuring service levels are met
- Supporting third line diagnostics and corrective activities
- Delivering excellent customer service and stakeholder communication
- Prioritising tasks and delegating effectively to ensure positive outcomes
Qualifications
- Proven experience managing and maturing a service desk team
- Strong mentoring skills across varied skill levels
- Advanced incident and stakeholder management capabilities
- Experience supporting bespoke, web‑based applications
- Proficiency in SQL/Oracle and ITSM tools, ITIL Foundation level qualified (essential)
- Experience with Staffware workflow engine (desirable)
- Experience with Oracle WebCentre Portal technologies (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.
At Babcock, we\’re working to create a safe and secure world, together. If you join us, you can play your part as a Service Desk Manager at Babcock Technology Centre, Bristol.
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. Further details are available at United Kingdom Security Vetting: clearance levels – GOV.UK (www.gov.uk)
What We Offer
- Generous holiday allowance
- 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 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. This Window opens February through to March annually.
- \’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.
Babcock International For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.
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Service Desk Manager employer: Babcock International
Contact Detail:
Babcock International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL principles and best practices, as this role requires a solid understanding of service management frameworks. Consider obtaining or refreshing your ITIL Foundation level qualification to demonstrate your commitment to the field.
✨Tip Number 2
Highlight your experience in leading service desk teams by preparing specific examples of how you've successfully managed tasks and improved team performance. Be ready to discuss your mentoring style and how it has positively impacted your team's outcomes.
✨Tip Number 3
Brush up on your analytical and problem-solving skills, especially in relation to incident management. Be prepared to share instances where you've effectively diagnosed issues and implemented solutions, particularly with bespoke web-based applications.
✨Tip Number 4
Since security clearance is a requirement, ensure you understand the process and be ready to discuss your eligibility. If you have any previous experience with security checks, mention it to show your awareness of the importance of compliance in this role.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading service desk teams and your skills in incident management. Use specific examples that demonstrate your analytical and problem-solving capabilities, especially related to ITSM tools.
Craft a Compelling Cover Letter: In your cover letter, emphasise your ability to prioritise and delegate tasks effectively. Mention your familiarity with SQL/Oracle and any experience you have with bespoke web-based applications, as this is crucial for the role.
Highlight Relevant Qualifications: Clearly state your ITIL Foundation level qualification and any other relevant certifications. If you have experience with Staffware workflow or Oracle WebCentre Portal, make sure to include that as well.
Prepare for Security Clearance: Since the role requires Security Check (SC) clearance, be prepared to discuss your background and any factors that may affect your eligibility. Familiarise yourself with the requirements and ensure you meet them before applying.
How to prepare for a job interview at Babcock International
✨Showcase Your Leadership Skills
As a Service Desk Manager, demonstrating your ability to lead and develop high-performing teams is crucial. Prepare examples of how you've successfully mentored team members or improved team performance in previous roles.
✨Understand ITSM Tools
Familiarity with IT Service Management (ITSM) tools is essential for this role. Brush up on the specific tools you've used and be ready to discuss how they helped you manage incidents and improve service delivery.
✨Communicate Clearly
Effective communication is key in this position. Be prepared to explain how you maintain clear communication with customers, including how you provide updates and manage expectations during incidents.
✨Prepare for Technical Questions
Given the technical nature of the role, expect questions related to SQL/Oracle and bespoke web-based applications. Review your technical knowledge and be ready to discuss any relevant experience you have in these areas.