IT Service Desk Manager

Oliver Bonas; Greater London; Hybrid; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Employee discount

Private medical

Cycle to work

Flexible holiday

Hybrid work model

Job summary

Oliver Bonas is seeking an IT Service Desk Manager to lead our Support Office team, coordinating a broad range of IT services for our website, 95+ stores, and multiple offices. You will manage a team of IT technicians, own store rollout IT equipment, and champion security and process improvements.

The role offers hybrid working with three days in the Tolworth office and two days remote, with flexibility discussions available.

Qualifications

• Proven experience leading an IT service desk team.
• Experience with AI tools such as Copilot (desirable).
• Familiarity with Microsoft Entra and Intune (desirable).
• Knowledge of ITIL foundation principles.

Responsibilities

• Manage IT support team to deliver quick, effective resolutions via digital and physical channels.
• Escalation point for the team; liaise with IT, business, and partners with clear timelines.
• Own rollout of IT equipment for new store openings and store expansion.
• Administer Office 365 environment and drive change adoption.
• Develop and monitor KPI frameworks for IT support performance.
• Collaborate with Head of IT to implement improvements.

Skills

IT service desk

Copilot AI

Microsoft Entra

Intune

KPI reporting

Retail systems

Cross-functional collab

Tools

SolarWinds Service Desk

Job description

We are looking for an IT Service Desk Manager to join Team OB in our Support Office.

As an IT Service Desk Manager at OB, you will plan, coordinate and lead our IT Service Desk, ensuring our team members across the business receive timely, effective support through both digital and physical channels.

This is a broad and varied role, supporting our website, a retail estate of 95+ stores and multiple office locations. You will manage a team of IT technicians while also owning the delivery of IT equipment rollouts for new store openings as part of our ambitious expansion plans.

Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly.

A bit about us …

At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.

Having fun is key, and a playful and positive approach creates an optimistic environment. We don’t take ourselves too seriously, but we are serious about what we do.

Our team knows their stuff. They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility.

More about the role …

An OB IT Service Desk Manager will:

• Manage the IT support team, helping technicians deliver quick, effective resolutions to issues logged via the SolarWinds Service Desk portal.
• Act as the escalation point for the support team and key liaison between IT, business teams and external providers, giving stakeholders clear timelines on resolution.
• Monitor business impact and downtime of key services, adjusting plans and processes as needed.
• Build strong working relationships with leaders across the business; escalated issues to third parties or partners where they can't be resolved in-house.
• Create clear SLAs for the service desk and communicate these to wider business, managing the team in line with these
• Own the IT Retail project team, overseeing the rollout of IT equipment for new store openings in line with our store expansion plans.
• Act as lead administrator for the Office 365 environment, driving change adoption and process improvement.
• Champion new security protocols, working with Cyber Security engineers to address emerging risks.
• Use AI tools to improve processes and issue troubleshooting.
• Analyse pain points and propose improvements aligned with operational goals.
• Partner with the Head of IT and wider IT support leadership to implement, track and measure improvements.
• Support development of KPI frameworks to monitor IT support ticket and team performance.
• Define baseline metrics and measure improvements against them (efficiency, error rates, adoption, financial impact).
• Provide structured insights and recommendations to leadership on team and system performance.
• Coach and develop through feedback, progress chats, and appraisals to ensure all team members have clear and stretching development goals and are delivering their best work
• Build a strong team and motivate them to collaborate and support each other to ensure effective communication
• Share all relevant company meeting information, including the overall strategy, with the team to ensure they understand their own contribution to this

• Generous employee discount up to 50% off all OB products
• Free access to our 24 hour employee assistance programme with Optima Health - offering financial, emotional and vocational support
• Flexible holiday - 33 days (including bank holidays) - increasing to 35 days with length of service
• Annual discretionary profit related bonus scheme
• Free membership for our Westfield Health Cash Plan or Private Medical
• Free access to our onsite gym
• Cycle to work scheme
• Refer a Friend incentive
• Quarterly free lunch
• Enhanced maternity, paternity, adoption and shared parental leave
• Equity, Diversity and Inclusivity Voice network and EDI team
• Education and support through 360L eLearning platform

What we look for:

• Proven experience managing an IT support desk and team
• AI tools such as Copilot (desirable).
• Microsoft Entra and Intune (desirable).
• Experience with ITIL foundation principles
• Strong communication skills and cross-functional collaboration experience.
• Experience building KPI frameworks, reporting and managing a team.
• Familiarity with retail systems (ERP, POS, CMS, OMS, WMS).
• Excellent organisational and planning skills.
• Clear communicator, able to present progress and outcomes at multiple levels.
• Analytical thinker with a focus on measurement and continuous improvement.
• Proactive and adaptable, with a positive mindset.

Equity, Diversity & Inclusion at OB

At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.

It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.

Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.

To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity