At a Glance
- Tasks: Lead and mentor a dynamic IT Service Desk team, ensuring top-notch support for users.
- Company: Join Northrop Grumman UK, a leader in innovative technology solutions.
- Benefits: Enjoy flexible working, private healthcare, and career development opportunities.
- Other info: Inclusive culture with diverse perspectives valued; great career growth potential.
- Why this job: Shape the future of technology while making a real impact on national security.
- Qualifications: Experience in IT service management and strong leadership skills required.
The predicted salary is between 55000 - 65000 € per year.
UK CITIZENSHIP REQUIRED FOR THIS POSITION: Yes
RELOCATION ASSISTANCE: No relocation assistance available
TRAVEL: Yes, 25% of the Time
Location: Cheltenham, UK
Clearance Type: SC (or ability to gain and maintain)
Salary: £55,000 - £65,000
What’s your possible?
At Northrop Grumman UK, you are part of a team driving innovation where it matters most – solving tomorrow’s challenges and shaping the technology solutions of the future. It’s what we call Defining Possible.
This mindset goes beyond the work we deliver for our customers. It’s at the heart of how we help you grow, how we support our communities, and how we create a place where everyone can thrive.
The Opportunity
This is more than a leadership role. It’s an opportunity to shape how our people experience technology every single day. As part of our EMEA IT organisation, you will lead our IT Service Desk and 1st Line Support function across multiple sites, ensuring colleagues have the tools and support they need to do mission-critical work. You’ll guide a skilled team, drive service excellence, and champion a first-time-fix culture that keeps our business moving. Based in Cheltenham and reporting to the EMEA IT Service Delivery Manager, you’ll play a key role in maturing ITIL practices, strengthening our service management capability, and delivering a seamless, professional IT experience for users across the region.
What You’ll Do
- Lead, develop, and mentor a multi-site service desk and 1st line support team, enabling technical growth and clear career pathways.
- Own day-to-day service desk operations, ensuring SLAs and service targets are met and continuously improved.
- Oversee incident and service request management, ensuring timely resolution and clear communication with users.
- Support a range of end‑user devices including laptops, thin clients, printers, and mobile devices.
- Drive a first-contact resolution culture and identify opportunities to improve processes, tooling, and customer experience.
- Maintain and evolve our ServiceNow environment, ensuring workflows and reporting support effective service delivery.
- Manage asset lifecycle, forecasting, and budget planning for key IT equipment.
- Contribute to incident, problem, and wider ITIL processes, working closely with technical teams across the UK, EMEA, and US.
What We’re Looking For
- Experience leading an IT service desk or end‑user support function, ideally having progressed from a 2nd line technical role.
- Strong leadership, communication, and stakeholder engagement skills.
- Solid knowledge of end‑user device support and modern desktop environments.
- Understanding of IT service management principles and ITIL practices.
- Experience with ITSM tools such as ServiceNow (or similar).
- Ability to work under pressure, manage priorities, and guide teams through change.
- Comfortable working with globally dispersed teams and adapting to different cultures and working styles.
Desirable:
- ITIL v3/v4 Foundation certification.
- Experience supporting manufacturing, engineering, or secure operational environments.
- Strong ServiceNow workflow or reporting experience.
If you don’t meet every requirement, we still encourage you to apply. We value learning, growth, and diverse perspectives.
Security Clearance
Due to the nature of our work, you must be a UK national and able to gain and maintain SC level UK Government security clearance.
Our recruitment team is here to support and guide you through the process: talentenquiries@uk.ngc.com
Benefits
- Flexible working options, including compressed fortnight
- Private healthcare
- Cash health plan
- Holiday buy and sell
- Career development and professional training programmes
- Performance-related bonuses
Why Join Us?
A Mission to Believe In
You’ll contribute to work that protects the UK, strengthens national security, and shapes future defence and cyber technologies.
A Place to Belong and Thrive
We’re committed to creating an inclusive environment where every voice is valued and every colleague has the platform to succeed.
Your Career, Your Way
From global projects to technical specialisms and leadership pathways, you’ll have the freedom to define your career – supported by mentoring, training, and continuous development.
Ready to Apply?
- Yes – Submit your application online today.
- Possibly – Our team is happy to answer questions: talentenquiries@uk.ngc.com
- No – That’s okay. Explore other opportunities with us. We’re growing across the UK.
Northrop Grumman is committed to hiring and retaining a diverse workforce, and encourages individuals from all backgrounds and all abilities to apply and consider becoming a part of our diverse and inclusive workforce.
IT Service Desk Manager in Cheltenham employer: Northrop Grumman
At Northrop Grumman UK, we pride ourselves on fostering a dynamic work environment in Cheltenham that champions innovation and personal growth. As an IT Service Desk Manager, you will lead a talented team while enjoying flexible working options, comprehensive healthcare benefits, and robust career development opportunities, all within a culture that values diversity and inclusion. Join us to make a meaningful impact on national security and technology solutions, while shaping your own career path in a supportive and collaborative setting.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Manager in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who might know someone at Northrop Grumman. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Northrop Grumman is all about innovation and teamwork, so think of examples from your past that showcase your leadership and problem-solving skills.
✨Tip Number 3
Practice common interview questions, but also be ready for situational ones. They might ask how you’d handle a tricky service desk scenario, so have a few strategies up your sleeve to demonstrate your expertise.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace IT Service Desk Manager in Cheltenham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the IT Service Desk Manager role. Highlight your leadership experience and any relevant ITIL practices you've implemented.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've driven service excellence in previous positions and how you can contribute to our team.
Showcase Your Technical Skills:Don’t forget to mention your experience with ITSM tools like ServiceNow. We want to see how your technical background aligns with the needs of our multi-site service desk operations.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity!
How to prepare for a job interview at Northrop Grumman
✨Know Your ITIL Inside Out
Since the role involves maturing ITIL practices, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles and how you can enhance service management capabilities.
✨Showcase Leadership Skills
This position requires strong leadership and mentoring abilities. Prepare examples of how you've led teams, developed talent, and driven a culture of first-contact resolution. Highlight any specific achievements that demonstrate your impact.
✨Familiarise Yourself with ServiceNow
As you'll be maintaining and evolving the ServiceNow environment, it’s crucial to understand its functionalities. Be prepared to discuss your experience with ITSM tools and how you've used them to improve service delivery.
✨Communicate Clearly and Confidently
Effective communication is key in this role. Practice articulating your thoughts clearly, especially when discussing technical concepts. Think about how you would explain complex issues to non-technical stakeholders.
