IT Service Desk Manager
Hybrid
Cardiff, United Kingdom
Full Time
11-03-2025
Job Specifications
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
Requirements
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
Benefits
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.
About the Company
Over 25 years as an Enterprise performance partner for Cloud, Cyber and IT Collaboration, Data Centre Services and Sustainability. Today, every organisation can access pretty much the same IT. But not the same IT performance. We provide our clients with sustainable competitive advantages by wrapping world-class cloud technologies in first-class service. Our Professional Services provide deep expertise. Our Managed Services deliver lean, ‘always-on’ peace of mind. And our secure Cloud, Communication and Collaboration platfo... Know more
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