MDA IT Service Desk Manager
Location: Portsmouth (Hybrid)
Clearance: SC (must be able to obtain)
Contract: Perm or contract until 30/04/2028
We are seeking an IT Service Manager to support the delivery, coordination, and improvement of IT services across a secure MoD Private Cloud environment.
This role is ideal for an experienced Service Manager looking to step into a broader service-management position aligned to ITIL 4, ISO 20000, at a minimum SFIA Level 4.
You will be responsible for supporting day-to-day service operations, maintaining service reporting, coordinating incidents and changes, and improving service processes using Atlassian tools (Jira Service Management, Confluence, Jira Assets).
What you'll do
* Support effective delivery of ITIL 4 practices including Incident, Request, Problem, Change, and Service Desk.
* Monitor technology services performance. Maintain accurate and timely service reporting, KPIs, dashboards, and performance insights.
* Maintain knowledge bases, SOPs and service documentation in Confluence.
* Support service improvements, value-stream optimisation and ISO 20000 compliance activities.
* Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules.
* Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through to Maturity and Capability Level 5.
* Maintain risk and issue registers, ensuring robust disaster recovery (DR) and business continuity (BC) arrangements.
* Assist with Major Incident coordination and service-restoration activities.
* Contribute to governance and compliance across cyber security, data protection, and information assurance domains.
* Lead, develop, and mentor IT service and support staff to maintain performance and capability.
What you'll bring
* ITIL 4 Foundation (minimum), ITIL 4 Managing Professional is preferred.
* Experience working in a Service Operations or ITSM environment.
* Experience of Jira Service Management and Confluence.
* Experience of delivering processes at ISO/IEC 20000 standards.
* Strong communication, stakeholder engagement, and analytical skills.
Person Specification (Essential & Desirable Criteria)
Essential Criteria
* ITIL 4 Foundation certified
* Experience supporting or delivering ITIL 4 processes
* Working experience with Jira Service Management and Confluence
* Strong understanding of service operations principles
* Ability to interpret SLAs, analyse data and produce reporting packs
* Excellent verbal and written communication
* Eligibility and willingness to undergo SC and DV clearance
* Experience working with multiple resolver groups or suppliers
Desirable Criteria
* ITIL 4 Managing Professional
* ISO/IEC 20000 Foundation or audit exposure
* Experience in MoD, Defence Digital, or other secure UK Gov environments
* Knowledge of JSPs or public-sector governance frameworks
* Problem Management / RCA experience
* Exposure to Jira Assets / CMDB
* Understanding of XLAs, user-experience metrics
* Experience with service improvement initiatives
* Knowledge of automation (Jira Automation)
This is an excellent opportunity to lead and develop a Service Management function, on the journey to achieving ITIL4 Maturity and Capability Level 5 within a high-impact operational environment.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
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