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Service Desk Manager

Babcock International -
Bristol

Apply Now

Job details

Permanent | Full-time
£44,600 - £55,800 a year

Benefits

Annual leave
Company pension
Employee assistance programme

Qualifications

ITIL Certification
Programme management
Waterfall
Agile
IT
Root cause analysis
SDLC

Full job description

Service Desk Manager

Location: Bristol, GB, BS16 1EJ

Onsite or Hybrid: OnSite

Job Title: Service Desk Manager

Location: Bristol

Compensation: £44,600 - £55,800 Depending on Experience + Benefits

Role Type: Full time / Permanent

Role ID: SF72222

Lead a high-performing team delivering critical IT services that keep defence operations running smoothly

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 take the lead in managing the day‑to‑day performance of our support teams. You’ll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock’s critical operations, including those that directly support national defence.

Day-to-day, you’ll be responsible for achieving service delivery targets, driving continuous improvement within a high-volume environment, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high‑impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence‑related operations.

Oversee the day‑to‑day running of the Service Desk, ensuring seamless IT service provision.
Act as the Management Representative for DNDC service delivery, ensuring all obligations are met.
Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD.
Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity.
Build and maintain effective working relationships with customers, internal stakeholders and industry partners.

This role is full time, 35 hours per week and is based on site 5 days a week at Babcock Technology Centre.

Essential experience of the Service Desk Manager

Experience within a high-volume ticket request environment
Practical experience of the full systems development lifecycle (waterfall, agile etc.)
Strong root‑cause analysis capability
A solid understanding of business process and information management principle
Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem‑solving skills

Qualifications for the Service Desk Manager

Degree‑level qualified in IT, project/programme management OR relevant experience within a similar role
ITIL v4 certification
Additional training or certifications in IT service management, service operations or digital leadership – Desirable

Security Clearance

The successful candidate must be a sole UK National who is 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 United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).

What we offer

Generous holiday allowance
Matched contribution pension scheme, with life assurance
Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
Employee share scheme
Employee shopping savings portal
Payment of Professional Fees
Reservists in the armed forces receive 10-days special paid leave
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. There is an annual Window to request this benefit. ‘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
Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Babcock

We’re Babcock — a global FTSE 100 organisation with over 26,000 people working together to make a difference.

Here, you’ll be part of something bigger. From initial design to final decommissioning, your work will contribute to products and services that are essential to national security and public infrastructure. Together, we’re building a future that lasts — not just through the impact we make, but through meaningful careers that respect your work-life balance.

We call that lifetime engineering.

Join us and see how far we can go, together.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email [email protected] with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.

Closing date: 12/06/2026

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