Service Desk Manager

Job Title: MDA IT Desk Service Manager

Reporting to: Engineering Management Lead
Location: Portsmouth
Security: SC required (or willingness to obtain)

Purpose of the Role

The IT Service Desk Manager supports the delivery and continuous improvement of IT services in accordance with ITIL 4, ISO/IEC 20000, and Defence/public-sector governance standards.
The role ensures that services are delivered efficiently, performance is monitored, and service improvements are implemented across the service value stream.

Key Responsibilities

Service Operations

• Support day-to-day service delivery across Incident, Request, Problem, Change, and Event Management
• Ensure adherence to SLAs, OLAs, response and resolution targets
• Maintain accurate service documentation and knowledge bases
• Coordinate resolver groups across MoD, suppliers, and internal teams
• Assist with Major Incident Management and service-restoration activities

Service Reporting

• Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks
• Develop and maintain dashboards in Jira Service Management
• Support audit evidence gathering and compliance checks

Continuous Improvement

• Identify trends, recurring issues, and improvement opportunities
• Support the creation and monitoring of Service Improvement Plans (SIPs)
• Contribute to process refinement workshops and value-stream mapping sessions

Tooling - Atlassian

• Configure JSM queues, workflows, SLAs and request types (within operational permissions)
• Maintain Confluence documentation and templates
• Support updates to Jira Assets (CMDB)

Governance & Assurance

• Ensure compliance with policies, procedures, MOD regulations (e.g., JSP 453/JSP 440), and ISO 20000
• Support audit activities and maintain accurate records
• Ensure controlled execution of change and configuration processes

Stakeholder Engagement

• Provide clear, accurate communication with customers, internal teams, and suppliers
• Support service reviews, operational meetings, and customer updates

Required Skills & Experience

Essential

• ITIL 4 Foundation (minimum)
• Experience working in a structured ITSM environment
• Hands-on experience with Jira Service Management & Confluence
• Understanding of ISO/IEC 20000 service management processes
• Data analysis and dashboard/report creation
• Strong communication and documentation skills

Desirable

• ITIL 4 Managing Professional
• Knowledge of Defence Digital, JSP guidelines, or secure environments
• Jira Service Management Admin or Confluence Admin experience
• Jira Assets familiarity
• Exposure to Major Incident coordination

Behaviours

• Customer focus
• Accountability and ownership
• Clear communication
• Good judgement under pressure
• Continuous improvement mindset
• Stakeholder diplomacy and tact
• Detail-oriented with strong operational discipline

Person Specification (Essential & Desirable Criteria)

Essential Criteria

• ITIL 4 Foundation certified
• Experience supporting or delivering ITIL 4 processes
• Working experience with Jira Service Management and Confluence
• Strong understanding of service operations principles
• Ability to interpret SLAs, analyse data and produce reporting packs
• Excellent verbal and written communication
• Eligibility and willingness to undergo SC and DV clearance
• Experience working with multiple resolver groups or suppliers

Desirable Criteria

• ITIL 4 Managing Professional
• ISO/IEC 20000 Foundation or audit exposure
• Experience in MoD, Defence Digital, or other secure UK Gov environments
• Knowledge of JSPs or public-sector governance frameworks
• Problem Management / RCA experience
• Exposure to Jira Assets / CMDB
• Understanding of XLAs, user-experience metrics
• Experience with service improvement initiatives
• Knowledge of automation (Jira Automation)

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.