Job Title: Service Desk Manager
Location: Stoke Gifford, Bristol + Hybrid Working Arrangements
Compensation: £43, + Benefits
Role Type: Full time / Permanent
Role ID: SF
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 have a role that’s out of the ordinary. Join a team playing a pivotal role in the success of the Submarine Development Agency, delivering critical services to the Ministry of Defence and shaping the future of UK defence capability.
Day-to-day, you’ll lead a team of application support analysts handling a high volume of incidents from Royal Navy personnel, MOD civilians, and industry partners.
1. Deliver prompt, courteous support and resolutions to customer-raised issues.
2. Prioritise and delegate tasks effectively to ensure positive customer outcomes.
3. Assist third-line support with diagnostics and corrective actions for software solutions.
4. Maintain clear communication with customers, including progress updates and activity logs.
5. Ensure services are delivered in line with agreed Service Level Agreements.
This role is full time, 35 hours per week and provides hybrid working arrangements.
Essential experience of the Service Desk Manager
6. Proven track record in leading and developing high-performing service desk teams.
7. Skilled in mentoring, incident management, and stakeholder engagement.
8. Strong analytical, problem-solving, and reporting capabilities and familiarity with ITSM tools.
9. Experienced in supporting bespoke web-based applications with SQL/Oracle expertise.
10. Working knowledge of Staffware workflow and Oracle WebCentre Portal - Desirable
Qualifications for the Service Desk Manager
11. ITIL Foundation level qualified
Security Clearance
The successful candidate must be 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 .
What we offer
12. Generous holiday allowance
13. Matched contribution pension scheme, with life assurance
14. Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
15. Employee share scheme
16. Employee shopping savings portal
17. Payment of Professional Fees
18. Reservists in the armed forces receive 10-days special paid leave
19. Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually.
20. ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
21. Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.