Service Desk Team Leader

Babcock International Group; Bristol; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading defense contractor in the UK is seeking a Service Desk Team Leader to manage IT operations and lead a dynamic team. The role involves ensuring exceptional customer service while meeting critical service-level agreements. Candidates should have proven leadership experience in a service desk environment and technical knowledge of IT systems. Additional benefits include a generous holiday allowance, matched contribution pension, and opportunities for professional development.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Reservists in the armed forces receive 10 days special paid leave

'Be Kind Day' – one paid leave day for volunteering

Qualifications

• Proven leadership experience in a technical service desk environment.
• Hands-on management of service desk teams with high call volumes.
• Strong technical knowledge of IT systems and incident management.

Responsibilities

• Leading and motivating the team to meet performance targets.
• Managing network support operations and providing hands-on technical support.
• Reporting on team performance using daily, weekly, and monthly metrics.
• Conducting regular performance reviews for team members.
• Supporting analysts during peak call volumes.

Skills

Leadership in a technical service desk environment

Technical management of service desk teams with high call volumes

ITILv3 Foundation certification

Technical knowledge of Windows 7 & 10, Active Directory, and Exchange

Experience in incident management

Education

ITILv3 Foundation certification

Additional technical certifications

Job description

Service Desk Team Leader

Location: Bristol, South Gloucestershire – Hybrid Working Arrangements (three days in office, two days remote)

Compensation: Competitive Salary plus Benefits

Role Type: Full time / Permanent

Role ID: SF68028

Lead the Future of Secure IT Support.

The role

As a Service Desk Team Leader, you’ll be at the heart of our IT operations, leading a dynamic team of Service Desk Analysts, Support Technicians and System Administrators. Your leadership will ensure we deliver exceptional customer service and meet critical service‑level agreements across our secure networks. The role requires technical expertise and people skills to make a real difference to national security.

Day‑to‑day responsibilities include:

• Leading and motivating the team to meet performance targets and deliver outstanding customer service
• Managing network support operations, including hands‑on technical support when neededımd
• Reporting on team performance using daily, weekly and monthly metrics
• Conducting regular performance reviews and ensuring team members receive the training they need to excel
• Supporting analysts during peak call volumes or when additional expertise is required

Essential experience

• Proven\Routing leadership таких experience in a technical service desk environment
• Hands‑on management of service desk teams with high call volumes
• ITILv3 Foundation certification
• Strong technical knowledge of Windows 7 & 10, Active Directory, Exchange, Remote Desktop and Server Infrastructure
• Experience in incident management and direct customer interaction

Qualifications

• ITILv3 Foundation certification
• Additional technical certifications are advantageous

Security Clearance

Successful candidates must be a sole UK national and be able to achieve and maintain Standard (BPSS) / Security Check (SC) / Developed Vetting (DV) clearance. Some positions may be subject to national security clearance and trade‑control restrictions that affect eligibility based on nationality or residency.

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
• Hostby Professional Fees
• Reservists in the armed forces receive 10 days special paid leave
• Holiday Trading – buy additional leave or sell up to one working week of annual leave within an annual window
• 'Be Kind Day' – one paid leave day a year (or equivalent hours) to volunteer with a chosen organisation or registered charity
• Excellent development opportunities and benefits package, including an employee assistance programme supporting physical, mental and financial wellbeing

Babcock International

For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue we must adapt, advance and be a sustainable business with a shared goal.

We are a disability‑confident, committed employer. If you have a disability or need reasonable adjustments during the application and selection stages, please email [e-mail] with theDetalle “Reasonable adjustments requirement”. We’re committed to an inclusive culture and can discuss flexible working arrangements at interview.

Closing date: 20/01/2026