IT Service Management

GCHQ is offering you an exciting opportunity to join our IT Service Management Team.


As one of Britain’s intelligence agencies, we unlock the complex world of communications to keep our nation safe. We work closely with MI5 and MI6, our partners in the intelligence community, to safeguard Britain’s people, interests and businesses from various threats. Think cyber-attacks, espionage, terrorism, and organised crime. It’s challenging, varied and meaningful work that you simply won’t find anywhere else.


Our IT Service Management Team manages and maintains the IT capability GCHQ requires to meet business demands and the pace of the mission. We provide efficient, affordable and innovative solutions and services, to enable different areas of GCHQ to work effectively. These range from:

Problems Managers – manage problems through their lifecycle from first identification through investigation, documentation and eventual resolution and closure.

IT Service Level Managers – maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and the instigation of action to eradicate poor service, in line with business or cost justification.

Software Asset Managers – responsible for software licensing and management.

Lifecycle Assurance Managers (Asset, Configuration and Change) – ensure that all our systems are properly managed and supported.

Incident Managers (including 24-hour support) – first line support/helpdesk to resolve IT incidents.

Planning and Requirements Managers – entry point for all new requirements levied on IT Services.

IT Outage Managers – organisation and management of all environmental outages enabling site maintenance work.

Service Request Fulfilment Managers – respond to requests from users for information/advice on, or access, to IT Systems.

While these roles are challenging, our flexible working policy ensures a healthy work-life balance. Wherever possible, we try to accommodate reduced hours or job share options, and balance these with our business needs.


We’re looking for flexible and committed individuals from all backgrounds. Customer focussed, you'll understand customer needs and have good interpersonal and team working skills.

Along with a passion for technology, you'll have a willingness to learn and solve problems. Knowledge or experience of Information Technology Infrastructure Library (ITIL) and Service Management processes is desirable but not mandatory as a personalised training programme will be provided to enable you, in your role, to provide support to our major IT systems as well as providing you with the basic knowledge and skills with which to build a career within GCHQ.

You'll have or expect to obtain shortly at least a 2:2 degree in any subject, OR you have IT Service Management industry experience.


At GCHQ we’re proud of our inclusive and supportive working environment that’s designed to encourage open minds and attitudes. As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential. But you’re not expected to come to us with a wealth of knowledge, or skills, on day one. With comprehensive training and development opportunities, tailored to your personal needs and the requirements of your work, we’ll enable you to flourish in your role and perform to the very best of your abilities. 


Starting salary of £26,091 - £29,694, with the potential to earn skills and retention payments where applicable.


Cheltenham, located within an hour’s journey of Birmingham and Bristol. 


To apply for this position you must meet our nationality, residency and security requirements. You’ll find more details here.

Be prepared to dedicate 60-90 minutes to completing your application. We’re conscious this might be more time than you expected, so our system will allow you to save your application at any time and come back to it later. But remember to submit your full application before the closing date. 

Once we’ve established that you meet our eligibility criteria, the next steps of this selection process are: 

- Face to Face interview*

- Drugs test 

*Interviews will be held in Gloucester.                                                        

If you successfully complete these stages, you’ll receive a job offer, conditional upon you completing our developed vetting (DV) process which enables you to obtain the level of security clearance required to perform this vital role.