Job Details
Date Posted: 2026-03-16
Country: United Kingdom
Location: Warminster, Wiltshire
Position Role Type: Hybrid
Company: Raytheon UK (RTX)
Position Overview
The Service Desk Request & Incident Manager will be critical to the successful delivery of the OMNIA® Training programme, collaborating within a matrix organisation and with multi‑disciplinary teams within Engineering.
The role is part of the mission to redefine the British Army’s collective training, supporting the Army Collective Training Service (ACTS) and working closely with the British Army and defence training organisations.
Key Responsibilities
* Oversee the day‑to‑day operations of the Service Desk including service request intake, incident tracking, and prioritisation.
* Manage the service request and incident queues, ensuring timely resolution and proper escalation mechanisms.
* Coordinate with technical support teams, training staff, and external partners and vendors for incident resolution.
* Implement and maintain processes, procedures, and best practices in alignment with ITIL frameworks for IT Service Management.
* Monitor and report on service desk Key Performance Indicators (KPIs) and metrics (response times, resolution times, first‑call resolution, customer satisfaction).
* Develop and deliver staff training, mentoring, and performance reviews to optimise team productivity and skills.
* Collaborate with training team, support teams and stakeholders to improve service delivery, identify recurring problems and implement continuous improvement initiatives.
* Oversee critical or high‑priority incidents, communicating with the Service Delivery Manager, Engineering Leadership Team and stakeholders as needed.
* Support the Engineering Leadership Team by maintaining Service Delivery plans, Basis of Estimates, Key Performance Targets and Statements of Work.
* Maintain a knowledge base and documentation for incident handling and request resolution procedures.
* Ensure that all Service Delivery activities are conducted in accordance with Raytheon UK and MOD site procedures that reflect best practice.
* Champion and foster a culture of Environmental, Health and Safety (EHS) compliance and continuous improvement.
* Any other duties required to meet the needs of the programme.
Essential Skills and Experience
* Engineering background, educated to degree level or equivalent experience.
* Proven knowledge and experience as a Service Desk Manager.
* Experience in a leadership role within complex, multi‑disciplinary programmes.
* Proficient with ITSM and ticketing tools.
* High level of competency in Microsoft Word, Excel and PowerPoint.
* Comprehensive understanding of standards and guidance relating to supportability activities.
* ITIL4 certified.
* Flexibility to travel regularly within the UK to support meetings.
* Security cleared or able to obtain SC clearance or above.
Desirable Skills and Experience
* Well‑developed planning and organisational abilities.
* Highly developed verbal and written communication skills.
* Experience of training solutions, army platforms or installation of equipment at customer sites.
* Knowledge of defence or public sector engineering standards and regulatory frameworks.
* Experience in training transformation or learning platforms.
* SAFe certified and/or advanced certifications such as CISSP, GCIH or CISM.
What We Offer
* Chance to join a groundbreaking mission to shape the future and drive innovation.
* Unique opportunity to build and progress within a trusted defence industry partner.
* 37‑hour working week with early finish Fridays.
* 25 days holiday plus statutory public holidays, plus opportunity to buy and sell up to 5 days and up to 5 paid days volunteering.
* 10.5% company pension contribution with 6% employee contribution.
* Annual company bonus scheme (discretionary). 6 times salary Life Assurance with pension.
* Flexible benefits scheme with extensive salary sacrifice options, including Health Cashplan, Dental, and Cycle to Work.
* Enhanced sick pay.
* Enhanced family‑friendly policies including enhanced maternity, paternity and shared parental leave.
About Raytheon UK
We take immense pride in being a leader in defence and aerospace technology, dedicated to fuelling innovation, nurturing talent and fostering a culture of excellence.
Raytheon UK is a landed company and part of the wider RTX organisation, headquartered in Arlington, Virginia, USA, with over 180,000 employees worldwide.
Equal Employment Opportunity
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
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