Internal Service Desk Manager in Manchester

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. Additionally, you will lead 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

The budgeted salary for this role is between £44,000 to £48,000 depending on experience.

Hybrid Working

We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

Responsibilities

• 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
• 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
• 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
• Monitoring the equipment warehousing and hardware service in UK and SA
• Capacity management to support the growth of the business against our Service Level Objectives
• Own and manage customer feedback and CSAT scores
• Business and 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
• Deliver the strategic plan for Enterprise Business Systems as provided by the Director of Enterprise Business Systems
• Develop a security-first mindset in the engineers approach to BAU and Projects
• Be available in person as much as possible for UK resources for meetings and general management building a culture of being in the office.
• Leadership through managing a team manager in South Africa and a team leader in the UK
• Embed a customer-centric culture across the engineers embedding the company culture and ethos known as The Advania Way
• Optimise our costs for service delivery, seek automation and efficiency opportunities
• Lead from the front to demonstrate professionalism in our communication and engagement
• 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

Equal Employment Opportunity

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.