Digital Service Desk Manager
Chemring Countermeasures is a world-leading and innovative company, designing and developing countermeasure solutions for armed forces across the globe. As part of the Chemring Group, we combine the agility of a specialist manufacturer with the strength and stability of an international organisation.
We are looking for an experienced Digital Service Desk Manager to lead our Digital Service Desk function and play a key role in shaping the service experience across the business.
This is an exciting opportunity for a service-focused IT leader who is passionate about delivering excellent customer support, developing high-performing teams, and driving continuous improvement within a modern Digital environment.
Overview of the role
As Digital Service Desk Manager, you will be the primary link between the Digital Department and the wider business for all service-related activities.
Leading a small team of 1st and 2nd line Service Desk agents, you will be responsible for ensuring the delivery of a high-quality, user-focused support service, managing incidents and service requests from initial contact through to resolution. You'll oversee service performance, drive continual improvement initiatives, and ensure exceptional customer experiences across the organisation.
Working within an ITIL-aligned environment, you will have the opportunity to influence how Digital services are delivered, improve support processes, and help shape the future of service management at Chemring Countermeasures.
Responsibilities
- Lead, coach, and develop the Digital Service Desk team, fostering a high-performing and customer-focused culture.
- Manage the day-to-day operation of the Service Desk, ensuring incidents and service requests are handled efficiently and effectively.
- Drive service performance, monitoring SLAs, KPIs, ticket queues, backlogs, and customer satisfaction levels.
- Own incident triage and escalation processes, ensuring tickets are prioritised, assigned, and resolved appropriately.
- Collaborate with internal Digital teams, Group IT, and third-party suppliers to deliver seamless end-to-end support services.
- Identify and implement service improvements, increasing first-time resolution rates, reducing recurring issues, and enhancing the user experience.
- Ensure compliance with ITIL best practices, governance standards, and audit requirements, maintaining accurate records and consistent service management processes.
Essential Qualifications, Skills and/or Experience
- Proven experience leading or managing a Service Desk or, IT/Digital Support function.
- Strong understanding of ITIL principles, particularly Incident, Request, and Problem Management.
- Experience using ITSM tools such as Freshservice, ServiceNow, Ivanti, or similar platforms.
- Strong knowledge of Service Desk operations, triage, escalation, and workload management.
- Experience working within enterprise IT environments.
- Excellent leadership, coaching, and people management skills.
- Experience improving service performance measures such as SLA, FCR, and customer satisfaction scores.
- Strong analytical and problem-solving abilities.
- Excellent communication and stakeholder management skills.
- Ability to manage competing priorities and perform effectively under pressure.
This role will be worked over a 4.5 day week; Monday to Thursday 08:00 – 16:45 and Friday 08:00 – 12:30.
Please note: We do not engage with recruitment agencies. We kindly ask that you refrain from sending speculative inquiries or CVs. Should we wish to collaborate with agencies, we will initiate contact accordingly.
