Service Desk Team Leader

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Service Desk Team Leader

Location: Bristol, GB, BS16 1EJ

Onsite or Hybrid: Hybrid

Job Title: Service Desk Team Leader

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 your technical expertise and people skills will 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 red 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

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 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, Exchange, Remote Desktop, and Server Infrastructure
• Experience in incident management and direct customer interaction

Qualifications for the Service Desk Team Leader

• Additional technical certifications are advantageous

Security Clearance

The successful candidate must be a sole UK national who is able to achieve and maintain Standard (BPSS) / Security Check (SC) / 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

• 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
• Payment of Professional Fees
• Reservists in the armed forces receive 10‑days special paid leave
• Holiday Trading allows UK Babcock employees to buy additional leave or sell up to one working week of annual leave from their entitlement. There is an annual window to request this benefit.
• ‘Be Kind Day’ enables employees to take one working day's paid leave a year 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

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 careers@babcockinternational.com 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.

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