IT Service Desk Manager

IT Service Desk Manager

Location: Cheltenham UK
Clearance Type: SC (or ability to gain and maintain)
Salary: 55000 - 65000

Whats your possible

At Northrop Grumman UK you are part of a team driving innovation where it matters most solving tomorrows challenges and shaping the technology solutions of the future. Its what we call Defining Possible.

This mindset goes beyond the work we deliver for our customers. Its at the heart of how we help you grow how we support our communities and how we create a place where everyone can thrive.

The Opportunity

This is more than a leadership role. Its an opportunity to shape how our people experience technology every single day.

As part of our EMEA IT organisation you will lead our IT Service Desk and 1st Line Support function across multiple sites ensuring colleagues have the tools and support they need to do mission-critical work. Youll guide a skilled team drive service excellence and champion a first-time-fix culture that keeps our business moving.

Based in Cheltenham and reporting to the EMEA IT Service Delivery Manager youll play a key role in maturing ITIL practices strengthening our service management capability and delivering a seamless professional IT experience for users across the region.

What Youll 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 enduser 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 Were Looking For

Experience leading an IT service desk or enduser support function ideally having progressed from a 2nd line technical role.
Strong leadership communication and stakeholder engagement skills.
Solid knowledge of enduser 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.

If you dont meet every requirement we still encourage you to apply. We value learning growth and diverse perspectives.

Security Clearance

Due to the nature of our work you must be a UK national and able to gain and maintain SC level UK Government security clearance.

Our recruitment team is here to support and guide you through the process:

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

Why Join Us

A Mission to Believe In
Youll contribute to work that protects the UK strengthens national security and shapes future defence and cyber technologies.

A Place to Belong and Thrive
Were committed to creating an inclusive environment where every voice is valued and every colleague has the platform to succeed.

Your Career Your Way
From global projects to technical specialisms and leadership pathways youll have the freedom to define your career supported by mentoring training and continuous development.

Ready to Apply

Yes Submit your application online today.
Possibly Our team is happy to answer questions:
No Thats okay. Explore other opportunities with us. Were growing across the UK.

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 a part of our diverse and inclusive workforce.