Jobsxl | Total Jobs Online

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.

What we offer

People & Culture is the heartbeat of Mintivo. We believe success is built from within and is why we are incredibly proud of our team, our working environment and our fun, friendly and inclusive office culture. We live by our values. It is a fast paced, energetic and fun environment to be in. As an employee we will invest in you. We will invest in your training. We will invest our time and energy to help you develop your career and become the very best in your field of work.

#TeamMintivo isn’t just a cliched hashtag made up for social media - it’s a true reflection of what it’s like to work for us.

• Salary range £40,000 - £50,000 per annum, experience based and benchmarked in our industry and region
• Private Healthcare
• Unlimited holiday
• Performance and salary reviews
• Enrolment into the Mintivo Academy, aimed on your training and development needs with time available to complete during working hours
• Access to online courses, work related plus more, all at your fingertips
• Auto Enrolment pension scheme
• Staff and Customer referral scheme
• Great working atmosphere and balanced work environment – we are high performance and we take good care of each other
• Employee socials and events run by our Social Committee
• On site lounge area and Minchester bar
• Lots of cake and fruit
• And of course, you get to work for a fast-growing, modern, market leader like us!

Main Duties

• 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.

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 you are

Excellent customer service is at the heart of what we do – you have an enthusiastic “can do” attitude who will be a welcomed addition to a positive team in a great environment.
You have a a willingness to learn from others while striving to benefit and add value for our customers. You will be keen to learn and progress.

Notes

37.5 hours a week Mon-Fri. Due to the nature of the job some occasional work at weekends and outside of normal hours may be required.
Travel to customer sites may be required so the ability to travel as and when required needs to be considered.

This role requires a DBS and BPSS security checks.

Don't think it's for you, but perhaps you have a friend who would be a perfect fit? We would be very grateful if you would share our job link with them!

To Apply

If this role sounds like you, be sure to apply. We’re asking for an up-to-date CV and short cover letter telling us why you’re interested and how you think you’re a good fit. We can’t wait to meet you.
Mintivo Ltd are committed to securing the best talent regardless of gender, race, religion, age, sexual orientation, marital status, disability or any other characteristic that makes you, you.

Please only apply if you have the Right to Work in the UK.

Please note that we will do our best to reply to all applicants but if you have not heard from us within two weeks of applying, then feel free to give us a nudge!

Recruiters are not required at this time.

Talent Team at Mintivo

recruitment@mintivo.co.uk
People & Culture

About us

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.