At a Glance
- Tasks: Manage the Service Desk, ensuring smooth operations and timely incident resolution.
- Company: Join Raytheon UK, a leader in defence and aerospace technology.
- Benefits: Enjoy 25 days holiday, flexible working, and a generous pension scheme.
- Other info: Dynamic role with opportunities for growth and innovation in a supportive environment.
- Why this job: Be part of a groundbreaking mission to redefine British Army training.
- Qualifications: Degree in Engineering or equivalent experience; ITIL4 certification required.
The predicted salary is between 36000 - 60000 € per year.
The Service Desk Request & Incident Manager will be critical to the successful delivery of the OMNIA® Training programme, collaborating within a matrix organisation and with multi‑disciplinary teams within Engineering. The role is part of the mission to redefine the British Army’s collective training, supporting the Army Collective Training Service (ACTS) and working closely with the British Army and defence training organisations.
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 (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 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.
- Ensure that all Service Delivery activities are conducted in accordance with Raytheon UK and MOD site procedures that reflect best practice.
- Champion and foster a culture of Environmental, Health and Safety (EHS) compliance and continuous improvement.
- Any other duties required to meet the needs of the programme.
Essential Skills and Experience
- Engineering background, educated to degree level or equivalent 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.
- 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 able to obtain SC clearance 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.
- Unique opportunity to build and progress within a trusted defence industry partner.
- 37‑hour working week with early finish Fridays.
- 25 days holiday plus 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 options, including Health Cashplan, Dental, and Cycle to Work.
- Enhanced sick pay.
- Enhanced family‑friendly policies including enhanced maternity, paternity and shared parental leave.
About Raytheon UK
We take immense pride in being a leader in defence and aerospace technology, dedicated to fuelling innovation, nurturing talent and fostering a culture of excellence. Raytheon UK is a landed company and part of the wider RTX organisation, headquartered in Arlington, Virginia, USA, with over 180,000 employees worldwide.
Equal Employment Opportunity
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
Service Desk Request & Incident Manager in Warminster employer: Raytheon UK
Raytheon UK is an exceptional employer, offering a unique opportunity to contribute to the groundbreaking OMNIA® Training programme while working in a collaborative and innovative environment. With a strong commitment to employee growth, competitive benefits including a generous pension scheme, flexible working arrangements, and enhanced family-friendly policies, Raytheon UK fosters a culture of excellence and inclusivity in Warminster, Wiltshire, making it an ideal place for professionals seeking meaningful and rewarding careers in the defence sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Request & Incident Manager in Warminster
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those connected to Raytheon UK. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Brush up on ITIL frameworks and service desk management. We want you to show off your skills and experience confidently when it counts.
✨Tip Number 3
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows you're genuinely interested and keeps you on their radar.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Service Desk Request & Incident Manager in Warminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Desk Request & Incident Manager role. Highlight your relevant experience in IT service management and any leadership roles you've held, as this will show us you're a great fit for the position.
Showcase Your Skills:Don’t forget to mention your ITIL4 certification and proficiency with ITSM tools. We want to see how your skills align with the key responsibilities of the role, so be specific about your technical abilities and past achievements.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. Remember, we appreciate straightforward communication!
Apply Through Our Website:We encourage you to apply directly through our website. This ensures that your application gets to the right people quickly and efficiently. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at Raytheon UK
✨Know Your ITIL Inside Out
Since the role requires a solid understanding of ITIL frameworks, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've implemented ITIL best practices in previous roles and how they can be applied to the Service Desk operations.
✨Showcase Your Leadership Skills
As a Service Desk Request & Incident Manager, you'll need to demonstrate your leadership capabilities. Think of examples where you've successfully led a team through challenges, improved processes, or mentored staff. Highlighting these experiences will show that you're ready for the responsibilities of the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Practice articulating how you would handle high-priority incidents or manage service request queues, ensuring you convey your thought process clearly.
✨Understand the Company Culture
Research Raytheon UK and their mission within the defence sector. Familiarise yourself with their values and recent projects. This will not only help you tailor your responses but also demonstrate your genuine interest in being part of their team.
