IT Service Desk Manager
// Role Summary
Lead and shape the IT Service Desk and 1st Line Support function across multiple UK sites, ensuring mission-critical operations and seamless user experience.
// Key Responsibilities
- Manage and mentor a multi-site IT Service Desk team.
- Ensure SLAs and service targets are consistently met and improved.
- Oversee incident, service request, and end-user device support.
- Drive a first-contact resolution culture and enhance processes.
- Maintain and evolve the ServiceNow environment.
- Contribute to ITIL processes and global IT collaboration.
// Role Specification
About the Opportunity
This leadership role offers the chance to significantly influence how our people experience technology daily within the EMEA IT organisation. You will be responsible for leading our IT Service Desk and 1st Line Support function across multiple sites, ensuring colleagues have the necessary tools and support for mission-critical work. Your role will involve guiding a skilled team, championing service excellence, and fostering a first-time-fix culture to keep business operations running smoothly.
Based in Cheltenham and reporting to the EMEA IT Service Delivery Manager, you will be instrumental in maturing ITIL practices, strengthening our service management capabilities, and delivering a 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, fostering technical growth and clear career pathways.
- Oversee day-to-day service desk operations, ensuring Service Level Agreements (SLAs) and service targets are met and continuously improved.
- Manage incident and service request processes, ensuring timely resolution and effective communication with users.
- Provide support for a range of end-user devices including laptops, thin clients, printers, and mobile devices.
- Promote a culture of first-contact resolution and identify opportunities for process, tooling, and customer experience improvements.
- Maintain and evolve our ServiceNow environment, ensuring workflows and reporting mechanisms effectively support service delivery.
- Manage asset lifecycle, forecasting, and budget planning for essential IT equipment.
- Contribute to incident, problem, and broader ITIL processes, collaborating with technical teams across the UK, EMEA, and US.
What We’re Looking For
- Proven experience leading an IT service desk or end-user support function, with a background likely progressing from a 2nd line technical role.
- Strong leadership, communication, and stakeholder engagement skills.
- Solid understanding of end-user device support and modern desktop environments.
- Familiarity with IT service management principles and ITIL practices.
- Experience using ITSM tools such as ServiceNow (or similar).
- Ability to perform under pressure, manage priorities effectively, and guide teams through change.
- Comfort working with globally dispersed teams and adapting to diverse cultures and working styles.
Desirable Skills
- ITIL v3/v4 Foundation certification.
- Experience supporting manufacturing, engineering, or secure operational environments.
- Proficiency in ServiceNow workflow or reporting.
Northrop Grumman is committed to fostering an inclusive environment and encourages applications from individuals of all backgrounds and abilities.