Service Desk Manager

Vorboss is building London’s next‑generation business fibre network. This is a responsibility that we take seriously; we understand that for most businesses, reliable fibre internet is as important as heat, electricity, and water. We want to completely change the fibre network in London (and beyond), and we’re on the hunt for smart, talented people to join us.

As a Service Desk Manager, you will work with a broad range of clients ensuring smooth delivery and maintenance of a portfolio of IT and Network products. You will take a proactive and calm approach to service escalations and troubleshooting with commercial sensitivity and acuity. The success of the role will allow Vorboss to grow and develop existing business and create long‑term relationships with clients. You will own day‑to‑day operational performance, continuous improvement, and service governance, driving ticket quality, SLA achievement, incident reduction, customer satisfaction, and effective cross‑functional coordination with NOC, Network Engineering, Field Services, Security, and Vendors. Leading your team, you will provide exceptional customer support on all of Vorboss’s products.

Key Responsibilities

• Operational Leadership & Service Performance: Lead the Service Desk to deliver consistent support across IT and ISP service portfolios. Own operational KPIs: SLA/XLA compliance, CSAT/XLA, reopen rates, escalations. Run daily operational rhythms (stand‑ups, queue reviews, prioritisation, workload balancing). Ensure high‑quality triage, diagnosis, resolution, and escalation using structured troubleshooting. Maintain a strong customer focus during high volume, peak periods, and service disruptions. Proactively identify risks and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or impact to the client.
• Incident & Major Incident Management: Ensure effective incident processes, including clear categorisation, prioritisation, communications, and escalation. Lead or coordinate Major Incidents for IT and ISP outages, ensuring rapid restoration, stakeholder updates, clear timelines and post‑incident reviews (PIRs/RCA). Work closely with NOC and Network Engineering on outages, capacity issues, and recurring fault patterns. Ensure problems or incidents that arise and cannot be resolved by Vorboss resources are escalated to Vorboss management.
• People Management, Coaching & Capability Building: Recruit, develop, coach, and retain a high‑performing team. Conduct regular 1:1s, performance reviews, QA call/ticket assessments. Promote a culture of accountability, learning, and continuous improvement.
• Process Excellence (ITIL/Service Management): Own and improve processes including Incident, Request, Problem, Knowledge, Change enablement (as applicable), Service Catalogue and standard operating procedures. Drive improvements in ticket quality: categorisation, impact/urgency, troubleshooting notes, resolution codes, and documentation. Implement or enhance process through knowledge, automation, and self‑service.
• Customer Experience & Stakeholder Management: Act as the key operational point of contact for internal stakeholders and external customers where applicable, ensuring and establishing good relationships. Build strong working relationships with NOC, Network Ops, Security, Infrastructure, Product, Field teams, and vendors. Ensure communication is clear, timely, and appropriate especially during outages and complex escalations. Client satisfaction as a main objective.
• Reporting, Analytics & Continuous Improvement: Produce monthly service performance reporting, including trends, root causes, and improvement plans. Identify recurring incidents and initiate Problem Management investigations. Deliver service improvement initiatives such as, knowledge base uplift, ticket deflection/self‑service, automation, improved triage scripts, improved monitoring/alerting integration with NOC.
• Tooling, Governance & Compliance: Ensure the effective configuration and usage of ITSM tools (e.g. Halo, ConnectWise). Maintain robust controls over access, data protection, auditability, and secure handling of customer information. Ensure procedures follow company policies and relevant compliance requirements (e.g., ISO27001‑aligned controls, internal security standards).

Competencies/Behaviours

• Operational ownership: holds the line on quality, process, and outcomes.
• Customer‑first mindset: communicates clearly and follows through.
• Calm under pressure: confident leading during outages and high severity events.
• Continuous improvement: always looking for ways to reduce contacts and improve resolution.
• Collaborative leadership: builds strong cross‑team partnerships.

Essential

• Proven experience leading a Service Desk / Support Operations team in an IT and/or telecom/ISP environment.
• Strong working knowledge of: ITSM/ITIL‑aligned practices (Incident/Request/Problem/Knowledge), network basics (TCP/IP, DNS, DHCP, routing concepts, VPN, Wi‑Fi), ISP workflows (fault diagnostics, CPE, circuits, carrier escalations).
• Excellent people leadership skills: coaching, performance management, shift/roster planning.
• Strong customer handling skills—ability to manage escalations and difficult conversations calmly.
• Data‑driven approach: ability to analyse trends and drive improvements.

Desirable

• Experience in a 24x7 or multi‑shift operational environment.
• Familiarity with monitoring tools and NOC workflows (e.g., Zabbix, PRTG, SolarWinds, Grafana).
• Exposure to structured Major Incident and Problem Management practices.
• Knowledge of M365, identity (Azure AD/Entra), endpoint management (Intune), and/or VoIP.
• Certifications: ITIL Foundation (or equivalent).

Benefits

• Employee Share Plan.
• Company pension scheme.
• Bonus scheme.
• 25 days of annual leave allowance that increases with years served (excluding bank holidays).
• Private Healthcare.
• Life assurance.
• Income Protection.
• Access to Spill, our mental health support partner.
• Cycle to work scheme.
• Half price gym memberships through the healthcare provider.
• Free eye test.
• Travel loan.
• Hastee app, to help manage your salary and finances.

Diversity, Inclusion, And Equal Opportunities

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step‑free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.