> Markdown version of [/jobs/ext/2110818-it-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/2110818-it-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Service Desk Manager

- **Company:** Northrop Grumman
- **Location:** Cheltenham, UK
- **Salary:** £55,000.0 - £65,000.0
- **Contract:** Permanent contract
- **Skills:** Desktop Environments, Information Technology, Servicenow
- **Published:** August 19, 2026
- **Apply:** https://www.totaljobs.com/job/it-service-desk-manager/northrop-grumman-uk-job107865693

## About the Role

* Experience leading an IT service desk or end-user support function, ideally having progressed from a 2nd line technical role.

 * Strong leadership, communication, and stakeholder engagement skills.

 * Solid knowledge of end-user 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.

## Description

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. You'll 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, you'll 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 You'll 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 end-user 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.


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post)
- [Hands-on React Native: From Zero to Hero](https://www.wearedevelopers.com/videos/277-hands-on-react-native-from-zero-to-hero)
- [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready)
- [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green)

## Related Articles

- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023)
- [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons)