Service Desk Operations Manager (DV Cleared)
Location: London (Onsite 5 Days Per Week)
Clearance: Active DV Clearance Required
The Opportunity
We are seeking an experienced Service Desk Operations Manager to lead the delivery of critical IT support services within a highly secure Defence and National Security environment. This is a key leadership position responsible for ensuring exceptional service delivery across a complex, mission-critical technology landscape supporting vital government and defence operations.
You will lead a high-performing Service Desk function, driving operational excellence, customer satisfaction, and continual service improvement while ensuring service levels are consistently achieved in a fast-paced, security-cleared environment.
Key Responsibilities
Lead and manage the day-to-day operation of the Service Desk, ensuring high-quality IT support services are delivered to end users.
Take ownership of Service Desk performance, ensuring all SLAs, KPIs, and operational targets are met or exceeded.
Act as the senior escalation point for major incidents, driving rapid resolution and minimising operational impact.
Deliver service performance reporting, trend analysis, and continual improvement initiatives to senior stakeholders.
Champion ITIL best practices across Incident, Problem, Request, Knowledge, and Change Management processes.
Develop and maintain strong relationships with Defence stakeholders and senior leadership teams.
Drive customer experience improvements through data-led decision making and service optimisation.
Lead workforce planning, resource management, and service desk scheduling to support operational requirements.
Coach, mentor, and develop Service Desk Team Leads and Analysts, fostering a high-performance culture.
Identify opportunities for automation, self-service, AI adoption, and process improvement to enhance service efficiency.
Ensure service continuity, disaster recovery readiness, and compliance with security and governance requirements.
Oversee Service Desk tooling, reporting platforms, telephony systems, and knowledge management processes.
Essential Skills & Experience
Active DV Clearance is mandatory.
Proven ex...
Service Desk Operations Manager in East Kilbride employer: Sanderson Government and Defence
As a Lead Network Engineer in Salisbury, you will join a dynamic team dedicated to maintaining and enhancing a critical network capability within a secure environment. Our company fosters a culture of collaboration and innovation, offering extensive opportunities for professional growth and development while prioritising diversity and inclusion. With a commitment to employee well-being and a supportive work atmosphere, we ensure that our team members thrive both personally and professionally.
Contact Details:
Sanderson Government and Defence Recruitment Team
