Internal Service Desk Manager

Internal Service Desk Manager

Position Overview

As an Advania Internal Service Desk Manager, you will oversee the day-to-day performance of the internal service desk, ensuring incidents and requests are managed efficiently in line with SLAs and KPIs.

You will lead and develop engineering teams across the UK and South Africa, drive the service desk improvement programme within the wider continuous improvement framework, and own the delivery of support processes in collaboration with department leaders.

The role is primarily office-based in Manchester (three days per week), with monthly travel to London and annual visits to other UK offices.

Salary & Benefits

• Budgeted salary: £44,000 to £48,000 depending on experience
• Hybrid working policy allowing balance between office and home
• Each team can decide how to implement the hybrid policy
• [Click here for the list of benefits](Click here for the list of benefits)

Responsibilities

People Management

• One to one sessions on a regular basis
• Setting and tracking goals and targets aligned to the business plan
• Annual performance reviews
• Maintain a skills matrix and work with engineers to ensure they are gaining experience in the technology deployed within Advania UK
• Managing the apprentices and the related training activities
• Run regular team meetings to ensure alignment and communication and daily stand ups
• Mentor the team and support their learning and development
• Challenge the engineers to develop new skills both technical and non-technical
• Leadership through managing a team manager in South Africa and a team leader in the UK
• Be available in person as much as possible for UK resources for meetings and general management building a culture of being in the office
• Embed a customer-centric culture across the engineers embedding the company culture and ethos known as The Advania Way
• Lead from the front to demonstrate professionalism in our communication and engagement

Service Desk Operations

• Support Service Management which includes both remote support, onsite support and end user device management
• Manage service desk operations across UK and South Africa
• Act as escalation point for major issues
• Monitoring ticket queues and KPI thresholds (ServiceNow)
• Monthly reporting to Director of Enterprise Business Systems on KPI's and team health
• Monitoring the equipment warehousing and hardware service in UK and SA
• Own and manage customer feedback and CSAT scores

Service Improvement & Strategy

• Deliver and report on the improvement programme for the team and processes
• Deliver business unit level service report to the Managing Directors of the business unit
• Capacity management to support the growth of the business against our Service Level Objectives
• Deliver the strategic plan for Enterprise Business Systems as provided by the Director of Enterprise Business Systems
• Optimise our costs for service delivery, seek automation and efficiency opportunities

Business & ITSM Process Management

• Manage the execution of the service desk processes surrounding the team such as Joiners, Movers and Leavers ticket management (JML)
• Regular review of the effectiveness of processes and agree improvements where needed
• Work with other business units where processes are shared to ensure process execution is efficient, example is JML with P&T
• Develop a security-first mindset in the engineers approach to BAU and Projects

Additional

• Occasionally be available throughout agreed weekends or evenings to oversee system maintenance or upgrade

Qualifications & Experience

• 5+ years IT support experience
• 3+ years managing service desk teams
• Experience managing a team of at least 6 people for a minimum of 3 years
• Experience in managing and implementing service improvements for a service desk
• Experience managing a service desk in a technology company
• ITLv4 foundation certification

About Advania

We are the tech company with people at heart. We believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.