Job Description

Service Desk Manager

Programme Name: LCST

Location: Bristol, UK

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The Service Desk Manager will be an experienced IT service management professional responsible for the leadership, performance, and continual improvement of the Service Desk function across the LCST programme. The role will provide strategic and operational leadership to ensure the delivery of a high-quality, customer-focused IT support service within a complex, fast-paced and business-critical environment.

The Service Desk Manager will have responsibility for the effective management of incidents, service requests, escalations, service performance and operational processes, ensuring services are delivered in accordance with agreed service levels, ITIL principles, programme requirements and organisational standards. The role will act as a senior operational point of contact for Service Desk matters, providing effective leadership during high-impact incidents, ensuring appropriate escalation and communication, and maintaining strong relationships with customers and stakeholders.

Duties and Responsibilities:

• Lead the day-to-day operation of the Service Desk, ensuring a professional, responsive and customer-focused service is consistently delivered
• Manage, coach and develop Service Desk Analysts, supporting career development, technical capability, ITIL awareness and customer service excellence
• Ensure appropriate weekday shift coverage is maintained during our contracted hours, with flexibility to support operational requirements when necessary
• Monitor Service Desk and Resolver Group queues, workloads, backlogs and priorities to ensure incidents and service requests are progressed effectively.
• Take ownership of significant escalations and coordinate appropriate technical resources to achieve timely resolutions
• Provide leadership and coordination during major or high-severity incidents, ensuring appropriate escalation, stakeholder communication and post-incident follow-up
• Ensure accurate and timely updates are maintained and that customers receive clear communication throughout the incident lifecycle
• Monitor and report against Service Desk KPIs, SLAs, OLAs, customer satisfaction and other agreed performance measures
• Analyse incident and service request data to identify recurring issues, operational risks, capacity concerns and opportunities for improvement
• Work closely with Problem Management and technical Resolver Groups to identify root causes and reduce repeat incidents
• Ensure effective knowledge management practices and operational documentation on support models and procedures are established and maintained, supporting both the Service Desk and end users
• Own and continually improve Service Desk processes, procedures, workflows and operating models
• Manage relationships with relevant subcontractors and third-party suppliers, ensuring that service issues are escalated and managed effectively
• Contribute to service management governance, reporting, audits, risk management and continual improvement activities across the LCST programme.
• Support service transition and introduction of new services by ensuring appropriate Service Desk processes, documentation, training and support arrangements are established
• Promote compliance with ITIL principles, security requirements, organisational policies and programme-specific processes
• To act as cover to the Head of Service Delivery Management & Operations when required

Skills & Experience Required:

• Proven experience managing an IT Service Desk or Service Management function within a complex enterprise or operational environment
• Demonstrable experience leading, coaching and developing Service Desks or IT support teams
• Strong understanding of ITIL-aligned Incident, Problem and Change Management processes
• Proven experience managing SLAs, KPIs, operational performance and customer satisfaction
• Strong leadership and people-management skills, with the ability to motivate teams and manage performance effectively
• Excellent stakeholder management skills, with the confidence to engage with customers, senior stakeholders, technical teams and third-party suppliers
• Strong analytical and problem-solving skills, with the ability to interpret service data and turn operational insight into measurable improvements
• Proven experience managing high-impact incidents, escalations and competing operational priorities
• Excellent written and verbal communication skills, with the ability to communicate technical and operational matters clearly to both technical and non-technical audiences
• Strong customer service focus, with a commitment to delivering a professional, responsive and consistently high-quality service
• Experience using Jira Service Management, including workflows, queues, reporting, knowledge management and service improvement is desirable
• Good understanding of enterprise IT infrastructure, cloud services, end-user computing and modern IT support environments
• Working knowledge of AWS or comparable cloud platforms is desirable.
• Ability to operate effectively under pressure and provide calm, structured leadership during high-volume or high-impact situations
• Strong organisational and time-management skills, with the ability to manage multiple priorities and deliver against operational commitments
• Experience working within regulated, secure, defence, government or similarly controlled environments would be advantageous

Clearance Requirements:

• BPSS pre-screening required to start
• SC required for the role
• ​​Must hold or be willing to undergo UK Security Clearance (SC).

UK! Join our team and discover a culture of collaboration, innovation, diversity, trust, caring management, communication transparency, work-life balance, and overall job satisfaction...

What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

• Flexible Working Scheme

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

The Logistics Commodities & Services Transformation (LCST) Programme for the UK Ministry of Defence is a critical effort to enhance and improve the UK’s defence supply chain. The programme provides essential services such as storage and distribution for the MOD's materiel, including a global freight service and the procurement and inventory management of 70,000 commodity NATO Stock Number (NSNs).

Working together as Team Leidos we are helping to transform the UK's defence supply chain by providing an integration of a complex mixture of services, at low risk, using a modern suite of systems that will deliver one version of the truth. For the first time, the MOD will see the whole picture, as it is happening.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

Pay Range:

£41,300.00-£53,000.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.