Service Desk Operations Manager

We are seeking an experienced Service Desk Operations Manager to lead the delivery of critical IT support services within a highly secure Defence and National Security environment. This is a key leadership position responsible for ensuring exceptional service delivery across a complex, mission-critical technology landscape supporting vital government and defence operations.

You will lead a high-performing Service Desk function, driving operational excellence, customer satisfaction, and continual service improvement while ensuring service levels are consistently achieved in a fast-paced, security-cleared environment., * Lead and manage the day-to-day operation of the Service Desk, ensuring high-quality IT support services are delivered to end users.

• Take ownership of Service Desk performance, ensuring all SLAs, KPIs, and operational targets are met or exceeded.
• Act as the senior escalation point for major incidents, driving rapid resolution and minimising operational impact.
• Deliver service performance reporting, trend analysis, and continual improvement initiatives to senior stakeholders.
• Champion ITIL best practices across Incident, Problem, Request, Knowledge, and Change Management processes.
• Develop and maintain strong relationships with Defence stakeholders and senior leadership teams.
• Drive customer experience improvements through data-led decision making and service optimisation.
• Lead workforce planning, resource management, and service desk scheduling to support operational requirements.
• Coach, mentor, and develop Service Desk Team Leads and Analysts, fostering a high-performance culture.
• Identify opportunities for automation, self-service, AI adoption, and process improvement to enhance service efficiency.
• Ensure service continuity, disaster recovery readiness, and compliance with security and governance requirements.
• Oversee Service Desk tooling, reporting platforms, telephony systems, and knowledge management processes.

• Active DV Clearance is mandatory.
• Proven experience leading large-scale Service Desk or IT Support Operations teams.
• Strong understanding and practical application of ITIL 4 best practices.
• Experience managing Service Level Agreements (SLAs), operational KPIs, and service reporting.
• Demonstrable success delivering Continual Service Improvement (CSI) initiatives.
• Experience managing Major Incident processes and driving root cause analysis activities.
• Strong stakeholder management skills with the ability to engage senior technical and non-technical audiences.
• Experience leading teams within highly secure Defence, Government, National Security, or regulated environments.
• Excellent people management, coaching, and leadership capabilities.
• Strong understanding of ITSM platforms, service desk tooling, automation, and self-service technologies.

Desirable Experience

• Previous experience supporting Defence or National Security programmes.
• ITIL 4 Managing Professional, Strategic Leader, or equivalent certification.
• Experience managing 24/7 operational support environments.
• Exposure to service automation, virtual agents, and AI-enabled support solutions.
• Knowledge of business continuity and disaster recovery planning.

Please note: This role requires active DV Clearance and is based full-time onsite in London, five days per week. Due to the nature of the work, remote or hybrid working is not available.