Service Desk Team Leader

We Served; Bristol; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading technology organization in Bristol is seeking a Service Desk Team Leader to manage and support a dynamic team. This full-time role includes hybrid working arrangements and offers a competitive salary plus benefits. The ideal candidate will possess leadership skills and technical knowledge, especially in systems administration and customer service. Babcock is committed to inclusivity and provides excellent development opportunities and a comprehensive benefits package.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to Digital GP services

Employee share scheme

Holiday trading benefit

Paid volunteering day

Employee assistance programme

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 Windows 7 & 10, Active Directory, and more.

Responsibilities

• Leading and motivating your team to meet performance targets.
• Managing network support operations and providing technical support.
• Conducting regular performance reviews and ensuring team training.

Skills

Leadership experience in a technical service desk environment

Hands-on management of service desk teams

Technical knowledge of Windows 7 & 10

Incident management experience

Customer interaction

Education

ITILv3 Foundation certification

Additional technical certifications

Tools

Active Directory

Exchange

Remote Desktop

Server infrastructure

Job description

Job Title: Service Desk Team Leader

Location: Bristol, South Gloucestershire + Hybrid Working Arrangements

Compensation: Competitive Salary + Benefits

Role Type: Full time / Permanent

Role ID: SF68028

Lead the Future of Secure IT Support

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 Team Leader at our Babcock Technology Centre site near Bristol, South Gloucestershire.

The role

As a Service Desk Team Leader, you’ll have a role that’s out of the ordinary. 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. This is a role where you’ll apply technical expertise and people skills to make a real difference, not just to our business but to national security.

Day‑to‑day you’ll be:

• Leading and motivating your team to meet performance targets and deliver outstanding customer service
• Managing network support operations, including hands‑on technical support when needed
• 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

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This role is full time, 37.5 hours per week and provides hybrid working arrangements with three days in the office/onsite and two days working from home.

Essential experience of the Service Desk Team Leader

• Proven leadershipынҭ 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 for the Service Desk Team Leader

• ITILv3 Foundation certification
• Additional technical certifications are advantageous

Security Clearance

The successful candidate must be a sole UK national who can achieve and maintain Standard (BPSS), Security Check (SC), and Developed Vetting (DV) 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 nutrition consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of professional fees
• Reservists in the armed forces receive 10‑day special paid leave
• Holiday trading is a benefit that allows UK Babcock employees to buy additional leave or 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 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 International

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

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 [e-mail] 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: 20/01/2026