IT Service Desk Manager

Job Title:             IT Service Desk Manager

Location:             Cardiff, Hybrid

Salary:                 £35,000 - £40,000 DOE + car allowance  

Contract type:    Permanent

About the role

We have an opportunity in our Cardiff office for an experienced Team Manager to join our Service Desk.

The Service Desk Manager is a key role within our Enterprise and Complex Services Support function. This role will be responsible for looking after the team that provides first line IT support services to our customers. The team currently comprises Service Desk advisors. As the team grows, the structure may evolve to include a team leader who would report into the Front Line Support Manager.

The role will be responsible for overseeing the effectiveness of service provision by the front line and for driving excellent customer experience. The role will own the achievement of 1st line SLA and KPI targets, the service improvement plan, recruitment, development and availability of the team to deliver the service.

The majority of the team is based in Cardiff and the role can be performed on a hybrid basis, with 2 – 3 days per week in the office and rest from home. However there will be a requirement to travel to other ARO offices throughout the UK on a regular basis to meet with team members based in those locations. There will also be a requirement to travel to meetings on customer sites at times.

Please note that this is a Hybrid role with onsite requirement 2 -3 days a week. You must be able to commute to the office and have your own transport.

What you’ll do

• Define operating practices to deliver excellence in customer experience at front-line
• Achievement of front-line support KPIs and SLAs as delivered by 1st line incident and proactive support and for ensuring:
  •The processes are regularly reviewed
  • There is always a SIP in place
  • A culture of continuous service improvement is embedded in the team

• Own the rota, rotation and availability management for front-line support team
• Direct line management responsibilities, including people management responsibilities in line with HR processes
• Recruitment, retention, training, mentoring and development of team members
• Drive the creation and maintenance of knowledge and the use of the toolsets to ‘shift left’ resolution and drive up first-time fix
• Deal with escalated customer complaints and survey responses to effective resolution, including highlighting and implementing any procedural improvements and training requirements
• Work in collaboration with other Operational Managers to ensure consistency of first line experience across the Enterprise and Complex Service function
• Act as a member of the Operational Management team to support function wide delivery and improvements
• Keep front-line support team up to date on changes through communications and team meetings
• Provide monthly and ad hoc reporting and analysis as required to support the development of the operation and meet contractual requirements
• Undertake proactive review and analysis of trends, working with the Operational Governance function to drive down repeat ticket volumes

What we are looking for?

Essential:

• Experience of working within an customer service and management role
• Excellent customer services, commercial and communication skills, with the ability to talk to customers and interpret technical requirements into customer language
• Excellent telephone manner and customer engagement skills
• Demonstrable experience of management and leadership roles – team and people management, working with individuals of all levels, reporting on management
• Experience of working in a managerial and mentorship role within a customer service / front line services role
• Demonstrable experience of working in a fast paced working environment with diverse teams
• Full UK drivers licence

Desirable:

• An IT degree or equivalent experience
• Experience of managing expectations and working within an SLA / OLA service desk working environment
• Knowledge of IT services and ITIL

Who are we?

ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• ‘Design Your Life’ training and development programme
• Flexible working
• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.