Service Desk/Delivery Manager - Incident Manager | MUST HOLD ACTIVE DV
Are you a highly experienced Service Desk Manager with a strong background in Incident and Major Incident Management? Do you thrive in high-pressured environments and enjoy leading technical teams that provide critical support to operational users? This is a unique opportunity to take the reins of a well-established Level 4 Service Desk as part of a flagship programme within the Defence sector.
My client is delivering across the NSOIT(D) Programme, supporting the delivery and sustainment of the OpNET capability. They're now looking for a strong leader and service operations expert to lead a high-performing team of experienced engineers in managing incidents, supporting deployments, and enhancing customer service across multiple military and civilian locations.
What you'll be doing:
Leading a highly skilled Level 4 Service Desk, ensuring swift and effective resolution of technical issues across applications, services, OS, and devices.
Acting as an SME for service desk technologies, upgrades, limitations, and best practice.
Supporting and improving incident management aligned to the customer's strategy.
Developing, evolving, and implementing processes, procedures, and training to maintain operational excellence.
Supporting recruitment, screening, and development of team members.
Owning customer service delivery, acting as the service liaison for critical incidents and business-impacting events.
Maintaining robust communications and identifying improvement areas.
Creating reports, performance metrics and offering insight to drive service evolution.
What we're looking for:
- Must have extensive Incident or Major Incident Management experience.
Strong experience managing technical service desks in critical environments.
Recent experience of working within an IT Service Desk / Help Desk setting.
In-depth understanding of ITIL practices, especially Incident, Knowledge, Problem, and Change Management.
ITIL v3 or v4 certification essential.
Ability to strategically assess risks and impacts in a dynamic setting.
Proficiency with Remedy and strong reporting/analytical skills.
Excellent communication and leadership abilities with a detail-focused mindset.
Additional Requirements:
Must hold active DV clearance.
Previous experience working with military users or in Defence environments highly desirable.
