IT Service Desk Manager - Cheltenham

Salary: £100,000 - 130,000 per year

Requirements:

• We require UK citizenship/UK national status for this position.
• We require the ability to gain and maintain SC level UK Government security clearance.
• We are looking for experience leading an IT service desk or end-user support function, ideally progressing from a 2nd line technical role.
• We are looking for strong leadership, communication, and stakeholder engagement skills.
• We are looking for solid knowledge of end-user device support and modern desktop environments.
• We are looking for understanding of IT service management principles and ITIL practices.
• We are looking for experience with ITSM tools such as ServiceNow or similar.
• We are looking for the ability to work under pressure, manage priorities, and guide teams through change.
• We are looking for comfort working with globally dispersed teams and adapting to different cultures and working styles.
• Desirable: ITIL v3/v4 Foundation certification.
• Desirable: experience supporting manufacturing, engineering, or secure operational environments.
• Desirable: strong ServiceNow workflow or reporting experience.

Responsibilities:

• We lead, develop, and mentor a multi-site service desk and 1st line support team, enabling technical growth and clear career pathways.
• We own day-to-day service desk operations, ensuring SLAs and service targets are met and continuously improved.
• We oversee incident and service request management, ensuring timely resolution and clear communication with users.
• We support a range of end-user devices including laptops, thin clients, printers, and mobile devices.
• We drive a first-contact resolution culture and identify opportunities to improve processes, tooling, and customer experience.
• We maintain and evolve our ServiceNow environment, ensuring workflows and reporting support effective service delivery.
• We manage asset lifecycle, forecasting, and budget planning for key IT equipment.
• We contribute to incident, problem, and wider ITIL processes, working closely with technical teams across the UK, EMEA, and US.

Technologies:

• Support
• ITIL
• ITSM
• Mobile
• Security
• ServiceNow

More:

We are Northrop Grumman UK, and this is an IT Service Desk Manager role based in Cheltenham, UK, reporting to the EMEA IT Service Delivery Manager. You will lead our IT Service Desk and 1st Line Support function across multiple sites, helping colleagues get the technology support they need to do mission-critical work. We offer flexible working options, including a compressed fortnight, private healthcare, a cash health plan, holiday buy and sell, career development and professional training programmes, and performance-related bonuses. We are committed to creating an inclusive environment where every voice is valued, and we support growth through mentoring, training, and continuous development. This role involves around 25% travel.

last updated 34 week of 2026