Service Desk Request & Incident Manager in Warminster

Raytheon UK is searching for a Service Desk Request & Incident Manager to join our OMNIA(R) Training team. As a Service Desk Request & Incident Manager, you will be critical to the successful delivery of the programme, collaborating within a matrix organisation, with multi-disciplinary teams within Engineering.

OMNIA are redefining the British Army’s collective training. To do that, we are looking for the best and brightest minds from across the UK. We are backed by British innovation and powered by world-class experts, like you. We are looking for individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to deliver. You must be eligible and willing to obtain SC clearance and will be based at Warminster working in a hybrid style.

The role: This is more than a job — it’s a mission. You will be part of a high-impact, collaborative environment, where we expect everyone to live the values and standards of the British Army. Every person in our team plays a critical role in delivering OMNIA’s vision; designing, delivering, and transforming collective training so the British Army is ready to fight and win. You’ll work in a matrix organisation and report operationally through OMNIA Training and functionally through the Tier 2 Support Lead. Ultimately, you’ll work for the British Army, championing innovation, and helping shape the future of military collective training.

Key Responsibilities:

• Oversee the day-to-day operations of the Service Desk including service request intake, incident tracking, and prioritisation.
• Manage the service request and incident queues, ensuring timely resolution and proper escalation mechanisms.
• Coordinate with technical support teams, training staff, and external partners and vendors for incident resolution.
• Implement and maintain processes, procedures, and best practices in alignment with ITIL frameworks for IT Service Management.
• Monitor and report on service desk Key Performance Indicators (KPIs) and metrics (e.g., response times, resolution times, first-call resolution, customer satisfaction).
• Develop and deliver staff training, mentoring, and performance reviews to optimise team productivity and skills.
• Collaborate with training team, support teams and stakeholders to improve service delivery, identify recurring problems, and implement continuous improvement initiatives.
• Oversee critical or high-priority incidents, communicating with the Service Delivery Manager, Engineering Leadership Team and stakeholders as needed.
• Support to the Engineering Leadership Team by maintaining Service Delivery plans, Basis of Estimates, Key Performance Targets and Statements of Work.
• Maintain a knowledge base and documentation for incident handling and request resolution procedures.
• Ensuring that all Service Delivery activities undertaken are conducted in accordance with Raytheon UK and MOD site procedures that reflect best practice.
• Be ‘Responsible for championing and fostering a culture of Environmental, Health, and Safety (EHS) compliance and continuous improvement’.
• Any other duties required to meet the needs of the programme.

Who we are looking for: We’re after individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to ‘get things done’. You’ll want to work in collaboration with other defence training organisations, and the British Army. You won’t let bureaucracy get in the way of what needs to be done, you’ll learn lessons and share these lessons across the team. You won’t necessarily have a military background, but you’ll understand what it means to serve and to put the mission first.

The OMNIA Training Service Desk Request and Incident Manager will be responsible for the effective and efficient running of the Service Desk of the Support Solution for the Army Collective Training Service (ACTS). Responsible to the Service Delivery Manager, this position manages the lifecycle of service requests and incidents from intake, triage, tracking, escalation through to resolution. The position involves coordination across multi-faceted teams, improving performance and providing leadership and mentorship for Service Desk personnel. This position requires a customer first mindset, strong stakeholder engagement skills, and the ability to work in a multidisciplinary engineering team in a complex and evolving environment.

Essential Skills and Experience:

• An engineering background, educated to degree level or with equivalent previous related experience.
• Proven knowledge and experience as a Service Desk Manager.
• Experience in a leadership role within complex, multi-disciplinary programmes.
• Proficient with ITSM and ticketing tools.
• A high level of competency in Microsoft Word, Excel and PowerPoint.
• Comprehensive understanding of standards and guidance relating to supportability activities.
• ITIL4 certified.
• Flexibility to travel regularly within the UK to support meetings.
• Security cleared or ability to obtain (SC or above).

Desirable Skills and Experience:

• Well-developed planning and organisational abilities.
• Highly developed verbal and written communication skills.
• Experience of training solutions, army platforms or installation of equipment at customer sites.
• Knowledge of defence or public sector engineering standards and regulatory frameworks.
• Experience in training transformation or learning platforms.
• SAFe certified and/or advanced certifications such as CISSP, GCIH or CISM.

What we offer:

• Chance to join a groundbreaking mission - to shape the future and drive innovation within a team focused on collaboration across a matrix organisation.
• You will join at a unique time, where you can join in shaping this team and be rewarded with ongoing development opportunities, and clear pathways to progress within a trusted defence industry partner.
• 37hr working week with early finish Fridays - start your weekend early!
• 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days and up to 5 paid days volunteering.
• 10.5% company pension contribution with 6% employee contribution.
• Annual company bonus scheme (discretionary).
• 6 times salary Life Assurance with pension.
• Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work, amongst others.
• Enhanced sick pay.
• Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave.

Raytheon UK We take immense pride in being a leader in defence and aerospace technology. As an employer, we are dedicated to fuelling innovation, nurturing talent, and fostering a culture of excellence. Together, we are not just advancing technology; we're building a community committed to safeguarding a safer and more connected world.

RTX Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon.