Service Desk Manager - SC Cleared at Ministry of Defence, Corsham, 12 Months, £Contract Rate

  • Contract Spy
  • Corsham, UK
  • Nov 20, 2020
6 Months or more

Contract Description

Are you a SC Cleared Service Desk Manager looking for new contract opportunity? Do you have a background in the management of Level 3 and Level 4 support for live services and overseeing the activities of service desk operations? If so PSR would like to speak to you!

As SC Cleared Service Desk Manager, you will: 

  • Be responsible for overseeing the day-to-day activities of all service desk operations in order to ensure users and business teams receive the support they require
  • Be responsible for the management of Level 3 and Level 4 support for all live services
  • Be responsible for the resolution of technical issues related to computer applications, services and/or operating systems and devices
  • Act as an SME on not only the specific service desk products but also on their updates, upgrades as well as their limitations
  • Lead on customer service provision, satisfying customer needs whilst depending on their team to provide knowledgeable and applicable advice to customers in a professional manner
  • Monitor service desk operations in order to ensure tickets are addressed in a timely manner, as well as serving as the service desk liaison to major business-impacting initiatives
  • Ensure their team provide patient, yet helpful advice to customers, from novice to expert
  • Support the development of guidelines and procedures to improve the quality of support that their team delivers
  • Monitor customer communications and follow-up in the areas in which communications need improvement
  • Identify training needs and requirements in order to stay up to date with the most current and relevant industry technology and processes
  • Manage work schedules in order to ensure that sufficient employees are available and operational output and support can be sustained
  • Provide reports and statistical analysis of all aspects of service desk operations.


You’ll have:

  • A valid and active SC Clearance
  • Knowledge and recent experience of ITIL service management process and practices, specifically Incident, Knowledge, Problem and Change Management processes
  • Experience with Remedy
  • Formal Service Management qualification, ITIL v3 Foundation minimum
  • Recent experience of working within an IT service desk / help desk environment
  • Ability to think strategically and assess risks and impacts associated with an evolving environment
  • Advanced written and verbal communication skills, with excellent attention to detail
  • Experience and knowledge of IT systems and office automation tools

It would be great to also have:

  • Previous Defence experience
  • Experience of deployed Operational Service Management (OSM)
  • Experience of working on multi-mission domains using deployed military CIS
  • Formal qualifications in project management practices preferably PRINCE2 and Agile
  • Experience with the development, introduction and use of Service Level Agreements.