Service Desk Manager - Itil - Hybrid Working in Camberley, Surrey

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a turnover in excess of £100m, and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff across offices across the UK. FluidOne supports the needs of 2,000+ customers, and 200 channel resellers, with Secure Networking, IT Services and Cyber Security managed services.

The Service Desk Pod Manager is responsible for leading the Camberley service desk pod, ensuring high-quality support and consistent service delivery across 1st and 2nd resources. The role owns day-to-day ticket management, service quality, escalation control and ITIL-aligned operational discipline, using Halo as the ITSM platform to manage workflow, reporting, prioritisation and continual service improvement.

• Pod Leadership: Lead the Camberley service desk pod, providing clear direction, coaching and operational support to 1st and 2nd line engineers.
• Service Quality Ownership: Maintain a consistent standard of service quality across the pod, ensuring customer interactions, ticket updates and resolutions are clear, professional and aligned to agreed expectations.
• Ticket Management: Own ticket flow within Halo, ensuring incidents, service requests and tasks are correctly prioritised, categorised, updated and progressed within agreed service levels.
• Queue Management: Monitor Camberley ticket queues throughout the day, identifying ageing tickets, stalled updates, breached or at-risk SLAs and workload imbalances across the team.
• Escalation Management: Act as the operational escalation point for Camberley service issues, ensuring escalations are triaged, owned, communicated and driven through to resolution.
• Incident Management: Ensure incidents are managed in line with ITIL principles, with clear ownership, impact assessment, prioritisation, communication and restoration of service.
• Major Incident Support: Support major incident coordination for the Camberley accounts, ensuring clear stakeholder updates, accurate Halo records and appropriate engagement of technical teams.
• Problem Management Contribution: Identify recurring issues, quality trends and repeat incidents, working with technical teams to support root cause analysis and preventative actions.
• Knowledge Management: Promote effective use of knowledge articles, known error records and standard fixes within Halo to improve first-time resolution and reduce repeat effort.
• SLA and KPI Performance: Monitor SLA performance, ticket hygiene, response quality, resolution quality and operational KPIs, taking corrective action where performance is at risk.
• ITIL Process Discipline: Ensure the pod follows ITIL-aligned processes for incident, request, problem, change and escalation management, adapting day-to-day ways of working where needed.
• Team Performance and Development: Support, mentor and develop 1st and 2nd line staff, encouraging accountability, collaboration and high standards of ticket ownership.
• Reporting and Continual Improvement: Use Halo reporting and service data to identify trends, improvement opportunities and actions that improve service quality, efficiency and customer experience.

Benefits include subsidised health and dental care, Employee Assistance Programme (EAP), life assurance (3x salary), Sodexo discount platform, FluidOne breakfast and refreshments on office days, pension contribution – 5% company contribution, generous holiday entitlement, and one day off for birthday.