Service & Support Desk Manager

AeroCloud: Revolutionizing Airport Operations

AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world.

We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success.

Our Commitment to Excellence

At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step.

About you

We are seeking an experienced Service Desk Manager to oversee the 1st and 2nd Line Support team. This role is key in ensuring effective management of support tickets, seamless collaboration across the team, and compliance with Service Level Agreements (SLAs).

Summary of Role

The Service Desk Manager will play a pivotal role in maintaining high standards of customer service, managing escalations, and driving continuous improvement within the service desk function.

This role will have a small number of direct reports which would grow as the team grows. The role will be based in our Stockport Office with a hybrid working model and will report directly to the Global Head of DIS.

Key Responsibilities

· Team Leadership and Management:

o Manage and mentor 1st and 2nd Line Support Engineers, providing guidance and supporting their professional development.

o Oversee daily operations of the service desk, ensuring effective scheduling and resource allocation.

o Encourage a customer-first mindset within the team and foster a collaborative and proactive culture.

· Ticket and Incident Management:

o Oversee ticket management across 1st and 2nd Line teams to ensure timely responses, accurate prioritization, and effective resolution of support tickets.

Track and analyse ticket trends to identify potential areas for process improvements.

o Manage escalated incidents and major issues, ensuring effective communication and resolution for impacted stakeholders.

· SLA and Performance Monitoring:

o Ensure SLAs and performance targets are met by regularly monitoring KPIs and ticket resolution metrics.

o Implement best practices and drive adherence to SLA requirements, escalating issues when necessary.

o Produce regular reports on service desk performance, analysing data to identify opportunities for improved customer satisfaction.

· Process Improvement and Documentation:

o Review and refine service desk processes to enhance efficiency and customer experience.

o Oversee and maintain up-to-date knowledge base documentation to support team and customer self-service.

o Collaborate with the stakeholders to streamline workflows and support change management initiatives.

· Stakeholder Communication and Customer Service:

o Act as the main point of contact for internal and external stakeholders on service desk operations.

o Build strong relationships with key stakeholders and promote transparent communication on service performance.

o Regularly gather customer feedback to drive improvements in service delivery.

The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs.

What are we looking for?

Experience: Minimum 3 years of experience in IT Service Management or Service Desk roles, with at least 2 years in a leadership position. Experience within airport or airline environments would also be advantageous but not essential.

Technical Knowledge: Strong understanding of ticketing systems and ITSM and ITIL practices.

Communication Skills: Exceptional interpersonal and communication skills, with the ability to effectively manage both technical and non-technical stakeholders.

Problem-Solving Abilities: Demonstrated experience in handling escalations and incident management with a structured and calm approach.

Certifications (preferred): ITIL certification or similar service management qualification is a plus.

Key Competencies

· Leadership: Strong ability to mentor, inspire, and drive a high-performing team.

· Customer Orientation: A proactive approach to meeting customer expectations and enhancing satisfaction.

· Analytical Mindset: Strong analytical and decision-making skills to drive process improvements and optimize performance.

Our ethos

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles.

AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.

What's in it for you

• · Competitive salary

• Best in Class Share Options scheme

• · Flexible working environment

• · 25 days annual leave + statutory holidays

• · Take your birthday off work on us as well

• · Access to our Employee Assistance Program

• · Extensive upskilling and training

• · Company pension scheme

• · Access to employee perks and discounts