Service Desk Manager

at  Mintivo Ltd

POSITION

The position of Service Desk Manager role will be based out of MOD Corsham, Wiltshire with flexible working from home available. This role will oversee and manage the service team, ensuring high-quality service delivery, efficient incident response, and robust platform operations aligned with MOD standards. This role includes managing ITSM processes through Jira for end-user support, overseeing ServiceNow platform operations on AWS, and driving continuous improvement initiatives across the environment.

WHO WE ARE

Mintivo is a Cloud-first Managed IT Service Provider based in Lackock, Chippenham. We partner with our clients to enhance productivity, strengthen cybersecurity, and drive digital transformation across a wide range of sectors. Our team of IT professionals is passionate about leveraging technology to solve real-world challenges, ensuring our clients can operate efficiently, securely, and without disruption. At Mintivo, we believe in creating a positive impact through technology, investing in our people, and fostering a culture of continuous improvement, collaboration, and customer-centric service.

ESSENTIAL SKILLS & EXPERIENCE

• Extensive experience in Jira ITSM for managing incidents, requests, changes, and problem records, ensuring full compliance with service SLAs and ITSM best practices.
• Demonstrated experience in implementing and customising ITSM toolsets, including configuring workflows and optimising tools like Jira and ServiceNow to meet organisational needs.
• Proficiency in ServiceNow for application management, workflow configuration, and user access management within AWS-hosted environments.
• AWS CloudTrail and CloudWatch for monitoring platform health and auditing system activity, with strong experience in platform security and compliance.
• Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
• Strong leadership and communication skills, with the ability to collaborate across teams, drive service improvements, and engage stakeholders effectively.
• ITIL v3/v4 certification, with an emphasis on Incident, Change, and Service Management processes.
• Familiarity with MOD’s SIAM framework and Defence Service Management Framework.
• Experience with AWS IAM for secure access management and AWS RDS (e.g., MariaDB) for database support in ServiceNow environments.
• Knowledge of NGINX for secure traffic routing and managing access
• Proven track record of successfully leading service improvement initiatives and managing ITSM toolset implementation in high-security environments.

WHO WE ARE

Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.

• Lead the Service Desk team in delivering exceptional end-user support, utilising Jira ITSM to oversee incident, request, and problem management, and ensuring SLAs and KPIs are consistently met.
• Manage platform and hosting operations within ServiceNow on AWS, coordinating with Systems Administrators to ensure a secure, stable, and compliant environment for all applications.
• Oversee and ensure configuration and asset management accuracy in the ServiceNow CMDB, implementing regular reviews to support service reliability.
• Develop and implement business continuity and incident response plans, using AWS CloudTrail and CloudWatch for proactive monitoring of platform health and security.
• Lead the end-to-end implementation and improvement of ITSM processes, with a focus on customising Jira ITSM and ServiceNow to meet MOD standards, enhancing workflows, and aligning with ITIL best practices.
• Drive service enhancement initiatives by identifying opportunities for improvement, tracking enhancements in Jira, and working closely with DevOps and SOC teams to deliver optimised processes.
• Collaborate with MOD stakeholders, external vendors, and SOC partners, ensuring full integration with MOD security frameworks and policies for a secure, compliant environment.