IT Service Desk Manager
Location: Cheltenham, UK
Salary: £55,000 - £65,000
UK citizenship required. Relocation assistance: None. Travel: 25% of the time. Clearance: SC (or ability to gain and maintain).
Role Summary
As part of our EMEA IT organisation, you will lead our IT Service Desk and 1st line support function across multiple sites, ensuring colleagues have the tools and support they need for mission‑critical work. You’ll guide a skilled team, drive service excellence, and champion a first‑time‑fix culture that keeps our business moving. Based in Cheltenham and reporting to the EMEA IT Service Delivery Manager, you’ll play a key role in maturing ITIL practices, strengthening our service management capability, and delivering a seamless, professional IT experience for users across the region.
Responsibilities
* Lead, develop, and mentor a multi‑site service desk and 1st line support team, enabling technical growth and clear career pathways.
* Own day‑to‑day service desk operations, ensuring SLAs and service targets are met and continuously improved.
* Oversee incident and service request management, ensuring timely resolution and clear communication with users.
* Support end‑user devices including laptops, thin clients, printers, and mobile devices.
* Drive a first‑contact resolution culture and identify opportunities to improve processes, tooling, and customer experience.
* Maintain and evolve our ServiceNow environment, ensuring workflows and reporting support effective service delivery.
* Manage asset lifecycle, forecasting, and budget planning for key IT equipment.
* Contribute to incident, problem, and wider ITIL processes, working closely with technical teams across the UK, EMEA, and US.
Qualifications
* Experience leading an IT service desk or end‑user support function, ideally having progressed from a 2nd line technical role.
* Strong leadership, communication, and stakeholder engagement skills.
* Solid knowledge of end‑user device support and modern desktop environments.
* Understanding of IT service management principles and ITIL practices.
* Experience with ITSM tools such as ServiceNow (or similar).
* Ability to work under pressure, manage priorities, and guide teams through change.
* Comfortable working with globally dispersed teams and adapting to different cultures and working styles.
Desirable
* ITIL v3/v4 Foundation certification.
* Experience supporting manufacturing, engineering, or secure operational environments.
* Strong ServiceNow workflow or reporting experience.
Benefits
* Flexible working options, including compressed fortnight
* Private healthcare
* Cash health plan
* Holiday buy and sellCareer development and professional training programmes
* Performance‑related bonuses
Equal Opportunity Statement
Northrop Grumman is committed to hiring and retaining a diverse workforce, and encourages individuals from all backgrounds and all abilities to apply and consider becoming a part of our diverse and inclusive workforce.
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