IT Service Operations Coordinator (MOD Strategic Service Desk)

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

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We are looking for a MOD Strategic Service Coordinator to support high-priority client accounts, ensuring service performance stays on track and SLA and KPI targets are consistently met.

This is a hands-on, onsite role where no two days look quite the same. You will be working closely with internal teams, service management colleagues, and external stakeholders to keep services running smoothly, resolve issues quickly, and support continuous improvement across the board.

You will also play a practical role in the physical side of service delivery, including the movement, configuration, and dispatch of equipment such as printers across multiple sites.

If you like structured chaos with purpose, this role has your name on it.

What you will be doing

• Monitoring bespoke customer portals and incoming service requests
• Logging and managing service calls accurately within internal systems
• Supporting MOD IT incident management alongside the Service Management team
• Keeping a close eye on SLA and KPI performance for priority accounts
• Configuring, preparing, and dispatching printers and related equipment to multiple sites
• Using procurement routes via IT to support service delivery needs
• Ordering additional equipment based on demand and operational requirements
• Liaising daily with internal departments and external customer contacts
• Identifying opportunities for continuous improvement and helping refine processes
• Providing consistently high levels of customer service across all interactions

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This is an onsite role. 

• Understanding of IT basics, including infrastructure and common IT roles
• Experience in IT service desk or a similar Digital, Data, or Technology environment
• Strong customer service skills with clear and confident communication
• Comfortable working with multiple systems and customer portals
• High attention to detail and accuracy in day-to-day work
• Good problem-solving skills and ability to stay calm under pressure
• Able to manage time effectively and meet SLA-driven priorities
• Comfortable working both independently and as part of a team
• Experience using MS Office (Word, Excel, PowerPoint)
• Experience integrating with bespoke client service desk systems would be helpful, but not essential

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

ENHANCED DBS:
This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information. We are committed to fair recruitment and will consider disclosed information on a case-by-case basis, in line with our policy on the recruitment of ex-offenders.

SC CLEARANCE:

For this role, you will be required to obtain SC Clearance - which includes a basic criminal record check. See these links for more information National security vetting: clearance levels - (url removed) and SC - Guidance Pack for Applicants - (url removed) Applicants must hold sole British citizenship (no dual nationality), as this role is subject to MOD security clearance requirements.

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on (phone number removed) – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award-winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

Our application form is quick and easy – no need to repeat your entire CV! Apogee may close this advert early if enough applications are received, so we encourage you to apply promptly.

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