Service Desk/Delivery Manager - Incident Manager MUST HOLD ACTIVE DV Are you a highly experienced Service Desk Manager with a strong background in Incident and Major Incident Management? Do you thrive in high-pressured environments and enjoy leading technical teams that provide critical support to operational users? This is a unique opportunity to take the reins of a well-established Level 4 Service Desk as part of a flagship programme within the Defence sector.My client is delivering across the NSOIT(D) Programme, supporting the delivery and sustainment of the OpNET capability. They''re now looking for a strong leader and service operations expert to lead a high-performing team of experienced engineers in managing incidents, supporting deployments, and enhancing customer service across multiple military and civilian locations.What you''ll be doing:Leading a highly skilled Level 4 Service Desk, ensuring swift and effective resolution of technical issues across applications, services, OS, and devices.Acting as an SME for service desk technologies, upgrades, limitations, and best practice.Supporting and improving incident management aligned to the customer''s strategy.Developing, evolving, and implementing processes, procedures, and training to maintain operational excellence.Supporting recruitment, screening, and development of team members.Owning customer service delivery, acting as the service liaison for critical incidents and business-impacting events.Maintaining robust co