Our world-leading Time & Frequency department is seeking a Service Desk Manager.
This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure.
Backed by a government investment of £180 million in the National Timing Centre (NTC) programme, we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems such as GPS – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing. This will underpin essential services; including
* Telecommunications,
* Online banking,
* Emergency response,
* Transport networks, and
* Wider digital and data-driven operations.
Together, these services form the backbone of modern society - and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail.
Key responsibilities:
* Manage the performance and day‑to‑day operation of the Help Desk, acting as the primary point of contact for the Operations team and overseeing incidents, changes, assets and problem management.
* Establish and maintain the Service Catalogue, implementing standard Service Requests and supporting processes (e.g. password resets, system access and general enquiries).
* Own end‑to‑end Change Enablement, including receipt, assessment, approval or rejection, monitoring and closure of change requests.
* Chair the Change Advisory Board (CAB), providing oversight of high‑risk or non‑standard changes, assessing justification and risk, making recommendations, and capturing decisions, actions and minutes.
* Collaborate with internal teams, customers and partners to design, implement and improve ITSM processes and procedures in line with ITIL best practice.
* Support the effective closure of incidents and change requests through accurate maintenance of the Asset Management database.
* Monitor customer satisfaction and produce monthly management reports covering Help Desk and ITSM performance, trends and key metrics.
* Act as an escalation point for complex issues and complaints, working with senior stakeholders, customers and cross‑functional teams to ensure timely resolution.
* Identify and drive continuous improvement, implementing value‑adding enhancements to processes, tools, ways of working and the operating environment