Job Title: Service Desk Manager
Location: Bristol
Compensation: £45, + Benefits
Role Type: Full time / Permanent
Role ID: SF
Lead a high-performing team delivering critical IT services that keep defence operations running smoothly
At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Manager at our Babcock Technology Centre site.
The role
As a Service Desk Manager, you’ll take the lead in managing the day‑to‑day performance of our support teams. You’ll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock’s critical operations, including those that directly support national defence.
Day-to-day, you’ll be responsible for achieving service delivery targets, driving continuous improvement, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high‑impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence‑related operations.
1. Oversee the day‑to‑day running of the Service Desk, ensuring seamless IT service provision.
2. Act as the Management Representative for DNDC service delivery, ensuring all obligations are met.
3. Manage incidents within the ITSM tool, ensuring service performance targets are achieved.
4. Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity.
5. Build and maintain effective working relationships with customers, internal stakeholders and industry partners.
This role is full time, 35 hours per week and is based on site at Babcock Technology Centre.
Essential experience of the Service Desk Manager
6. Excellent analytical and problem‑solving skills.
7. Practical experience of the full systems development lifecycle (waterfall, agile etc.).
8. Strong root‑cause analysis capability.
9. A solid understanding of business process and information management principles.
10. Ability to work well under pressure, meet deadlines, and communicate confidently at all levels.
Qualifications for the Service Desk Manager
11. Degree‑level education in IT, project/programme management or a related discipline.
12. ITIL v4 certification.
13. Additional training or certifications in IT service management, service operations or digital leadership - Desirable
Security Clearance
The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role.
Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at Babcock
We’re Babcock — a global FTSE organisation with over 26, people working together to make a difference.
Here, you’ll be part of something bigger. From initial design to final decommissioning, your work will contribute to products and services that are essential to national security and public infrastructure. Together, we’re building a future that lasts — not just through the impact we make, but through meaningful careers that respect your work-life balance.
We call that lifetime engineering.
Join us and see how far we can go, together.
We are a disability confident committed employer.