Salary: £35,000 - 45,000 per year Requirements: You must be a UK National and eligible to work in the UK. You must be eligible to obtain and maintain a UK Government Security Check (SC) level security clearance. Essential skills include: - Contributing to the advancement of service management practices. - Managing IT assets effectively. - Supporting team performance in alignment with agreed SLAs and KPIs. - Producing management information for the system. - Day-to-day administration of the Service Desk, monitoring incidents, requests, and problems. - Facilitating the resolution of complex support issues independently or through coordination. - Compiling management information for reporting against SLAs, KPIs, and trend analysis. - Analyzing management information to identify areas for improvement. - Identifying and supporting continuous service improvement initiatives. - Ensuring Service Desk delivery aligns with best practices (ITIL4, ISO20000). - Complying with company policies and procedures. Responsibilities: I will be your go-to person for all things related to the IT service desk, leading the handling of enquiries, resolving issues, and ensuring smooth operations. My focus will be on building strong relationships and delivering a great customer experience through clear communication and a well-managed, responsive service desk. I will ensure that the systems remain reliable, secure, and robust, providing support to our teams every day. Technologies: Support Security More: We are looking for a proactive, technically capable Service Desk Coordinator to join our fast-paced IT Service Management contract. If you enjoy building strong support teams, leading by example, and improving the delivery of tech services, this could be a great fit for you. You will take the lead on one of our key customer-facing support functions, bringing structure, energy, and a drive for service excellence to everything you do. The position is based at our head office in St Neots, Cambridgeshire (PE19 6BN). At MASS, we are an independent global technology company trusted by highly secure organizations to deliver advanced digital services that manage data and safeguard information. With our roots in defense, we provide robust solutions to sectors where security expertise is paramount. We partner with customers using skilled technical experts and think innovatively to offer tailored, agile, and resilient solutions for digital transformation. MASS is an equal opportunities employer; we value a friendly workplace where everyone is respected and has the opportunity to make an impact. Apply today to discover how working with us at MASS could benefit you! last updated 14 week of 2026