Service Pod Manager

The Service Pod Manager role is a critical role that oversees and ensure the effective operation of the Service Pod(s) and as a result the service provided to our customers. You will be responsible for ensuring exceptional levels of support and service is provided to customers in accordance with defined KPIs, SLAs and with a focus on positive customer outcomes. You will ensure the team communicates with customers using appropriate channels, whilst, ensuring all communications, ticket notes and time entries, meet our quality standards. You will be working with other Service Pod Managers, to ensure collaborative and effective service delivery is achieved and maintained across all Service Pods.

Job Requirements:

• Working for a Managed Services Provider (MSP, or MSSP).
• People/ Line Management
• Technical experience to, at least, a 2nd line level.
• Knowledge and technical understanding of Microsoft 365 and general business IT systems.
• Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
• Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management.
• Ability to demonstrate excellent troubleshooting skills
• Ability to demonstrate strong team working and team leadership skills

Job Responsibilities:

• Manage and control the service pod and ensure that all operational requirements are delivered.
• Ensure that staffing levels are maintained throughout operational hours and adequately resourced to reflect peaks and troughs in the workload.
• Ensure the Service Pod is aware of changes and the potential effects on delivery of services.
• Take direct responsibility for all service pod staff and advise and mentor them as required.
• Help monitor and review of performance targets, produce and report on performance matrix, etc.
• Provide input and help to improve the development of the resource models, assist the Service Manager(s) in operational planning and in managing budgets, that cover areas such as training, recruitment and infrastructure.
• Represent the Service Pod at meetings.
• Assist with staff training and business awareness.
• Communicate and form good working relationships, with senior management.
• Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring and reviews.
• Being responsible for ensuring information and time entries are accurately recorded in the service management tool and that they meet our standards.
• Co-ordinating with other teams and third parties, to ensure that service outages, or other activities, are correctly communicated to the business and/ or affected users.
• Work with the Service Assurance team, to ensure Change Control and Problem Management processes are followed.
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments in the IT industry.