It Service Desk Manager

NORTHROP GRUMMAN

Cheltenham, United Kingdom
Base: £55,000 - £65,000; bonus/equity: performance...
Lead multi-site service desk team
Manage itil incident and request processes
Maintain servicenow environment workflows
This role involves leading the IT Service Desk and 1st Line Support function across multiple sites to ensure mission-critical work is supported

Job Summary

  • This role involves leading the IT Service Desk and 1st Line Support function across multiple sites to ensure mission-critical work is supported.
  • The successful candidate will drive a first-contact resolution culture while maturing ITIL practices and evolving the ServiceNow environment.
  • Northrop Grumman offers flexible working options, private healthcare, and performance-related bonuses as part of their comprehensive benefits package.

Matching Summary

This role involves leading the IT Service Desk and 1st Line Support function across multiple sites to ensure mission-critical work is supported.

Salary

Base: £55,000 - £65,000; Bonus/Equity: Performance-related bonuses available; Benefits: Flexible working, private healthcare, holiday buy/sell

Skills & Requirements

Must-have

  • Lead multi-site service desk team
  • Manage ITIL incident and request processes
  • Maintain ServiceNow environment workflows
  • Ensure SLA compliance and first-time fix culture
  • Support end-user devices and asset lifecycle

Nice-to-have

  • Experience in secure operational environments
  • Strong stakeholder engagement skills
  • Ability to work with globally dispersed teams
  • Background in manufacturing or engineering support

Key Requirements

  • UK Citizenship required for SC clearance
  • Experience leading an IT service desk function
  • Solid knowledge of modern desktop environments
  • Understanding of ITIL v3/v4 principles
  • Experience with ServiceNow tooling

Work Rights

Must be a UK national

Tailored Resume

Cover Letter