Service Desk Operations Manager

6 days ago


Corsham, Wiltshire, United Kingdom Global Technology Solutions Ltd Full time

Global Technology Solutions Ltd is seeking a seasoned Service Desk Manager to oversee and manage the service team, ensuring high-quality service delivery, efficient incident response, and robust platform operations aligned with MOD standards.

This role will be based out of MOD Corsham, Wiltshire with flexible working from home available. The successful candidate will be responsible for managing ITSM processes through Jira for end-user support, overseeing ServiceNow platform operations on AWS, and driving continuous improvement initiatives across the environment.

Key Responsibilities:

  • Lead the Service Desk team in delivering exceptional end-user support, utilising Jira ITSM to oversee incident, request, and problem management.
  • Manage platform and hosting operations within ServiceNow on AWS, coordinating with Systems Administrators to ensure a secure, stable, and compliant environment for all applications.
  • Oversee and ensure configuration and asset management accuracy in the ServiceNow CMDB, implementing regular reviews to support service reliability.
  • Develop and implement business continuity and incident response plans, using AWS CloudTrail and CloudWatch for proactive monitoring of platform health and security.

Requirements:

  • Extensive experience in Jira ITSM for managing incidents, requests, changes, and problem records, ensuring full compliance with service SLAs and ITSM best practices.
  • Demonstrated experience in implementing and customising ITSM toolsets, including configuring workflows and optimising tools like Jira and ServiceNow to meet organisational needs.
  • Proficiency in ServiceNow for application management, workflow configuration, and user access management within AWS-hosted environments.
  • AWS CloudTrail and CloudWatch for monitoring platform health and auditing system activity, with strong experience in platform security and compliance.
  • ITIL v3/v4 certification, with an emphasis on Incident, Change, and Service Management processes.
  • Familiarity with MODs SIAM framework and Defence Service Management Framework.

Working Arrangements:

  • This role requires occasional work at weekends and outside of normal hours.
  • Travel to customer sites may be required, so the ability to travel as and when required needs to be considered.


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