At a Glance
- Tasks: Lead and mentor a multi-site IT service desk team, ensuring top-notch support.
- Company: Join Northrop Grumman, a leader in tech with a commitment to diversity.
- Benefits: Enjoy flexible working, private healthcare, and career development opportunities.
- Other info: Dynamic role with opportunities for growth in a supportive environment.
- Why this job: Make a real impact by enhancing user experience and driving service excellence.
- 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
Travel: Yes, 25% of the time
Location: Cheltenham, UK
Clearance type: SC (or ability to gain and maintain)
Salary: £55,000 - £65,000
Overview
The IT Service Desk Manager role is part of the EMEA IT organisation at Northrop Grumman UK. Based in Cheltenham and reporting to the EMEA IT Service Delivery Manager, you will lead the IT Service Desk and 1st Line Support function across multiple sites, ensuring colleagues have the tools and support needed for mission‑critical work.
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.
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.
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 part of our diverse and inclusive workforce.
IT Service Desk Manager in Cheltenham employer: SwiftCruit
Northrop Grumman UK is an exceptional employer, offering a dynamic work environment in Cheltenham where IT Service Desk Managers can thrive. With a strong focus on employee development, flexible working options, and a commitment to diversity and inclusion, the company provides ample opportunities for career growth while ensuring that team members are equipped with the tools they need for success. The collaborative culture and emphasis on continuous improvement make it a rewarding place to work for those seeking meaningful employment in the tech sector.
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We think this is how you could land IT Service Desk Manager in Cheltenham
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When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
