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- Tasks: Lead a skilled Service Desk team, resolving technical issues and enhancing customer service.
- Company: Join a key player in the Defence sector, supporting critical operational capabilities.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Be part of a flagship programme, making a real impact in military and civilian operations.
- Qualifications: Extensive experience in Incident Management and ITIL certification required.
- Other info: Active DV clearance is essential; previous Defence experience is a plus.
The predicted salary is between 48000 - 72000 £ per year.
Are you a highly experienced Service Desk Manager with a strong background in Incident and Major Incident Management? Do you thrive in high-pressured environments and enjoy leading technical teams that provide critical support to operational users? This is a unique opportunity to take the reins of a well-established Level 4 Service Desk as part of a flagship programme within the Defence sector.
My client is delivering across the NSOIT(D) Programme, supporting the delivery and sustainment of the OpNET capability. They're now looking for a strong leader and service operations expert to lead a high-performing team of experienced engineers in managing incidents, supporting deployments, and enhancing customer service across multiple military and civilian locations.
What you'll be doing:
- 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.
What we're looking for:
- Must have 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.
Additional Requirements:
- Must hold active DV clearance.
- Previous experience working with military users or in Defence environments highly desirable.
Service Desk Manager - Incident Manager - SC CLEARED employer: Experis IT
Contact Detail:
Experis IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - Incident Manager - SC CLEARED
✨Tip Number 1
Familiarise yourself with the specific requirements of the Defence sector, especially regarding security clearances like DV. Understanding the nuances of working in a military environment can set you apart from other candidates.
✨Tip Number 2
Network with professionals already working in the Defence sector or similar roles. Attend industry events or join relevant online forums to gain insights and potentially get referrals that could help you land the job.
✨Tip Number 3
Showcase your leadership skills by discussing any previous experience where you led a team through high-pressure situations. Be prepared to provide examples of how you managed incidents effectively and improved service delivery.
✨Tip Number 4
Brush up on ITIL practices, particularly around Incident Management. Being able to articulate your understanding and application of these principles during interviews will demonstrate your expertise and readiness for the role.
We think you need these skills to ace Service Desk Manager - Incident Manager - SC CLEARED
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Incident and Major Incident Management. Emphasise your leadership skills and any relevant ITIL certifications, particularly v3 or v4.
Craft a Strong Cover Letter: In your cover letter, explain why you are the perfect fit for the Service Desk Manager role. Mention your experience in high-pressure environments and your ability to lead technical teams effectively.
Showcase Relevant Experience: When detailing your work history, focus on your achievements in managing service desks and improving incident management processes. Use specific examples that demonstrate your impact in previous roles.
Highlight Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've successfully communicated with stakeholders and team members in past positions. This will show your capability to maintain robust communications as required.
How to prepare for a job interview at Experis IT
✨Showcase Your Incident Management Expertise
Be prepared to discuss your extensive experience in Incident and Major Incident Management. Highlight specific examples where you've successfully resolved critical incidents, demonstrating your ability to thrive under pressure.
✨Familiarise Yourself with ITIL Practices
Since the role requires a strong understanding of ITIL practices, brush up on your knowledge of Incident, Knowledge, Problem, and Change Management. Be ready to explain how you've applied these principles in previous roles.
✨Demonstrate Leadership Skills
As a Service Desk Manager, you'll need to lead a team effectively. Prepare to share your leadership style and provide examples of how you've developed and supported team members in a high-pressure environment.
✨Communicate Clearly and Confidently
Excellent communication is key for this role. Practice articulating your thoughts clearly and confidently, especially when discussing technical issues and customer service delivery. This will help you make a strong impression during the interview.
