Service Desk Manager (Internal Applications Only)

ARO; Cardiff; On-site; GBP 52,000 - 75,000; Full time

Benefits offered by this job

Company Pension Scheme

Private Medical Insurance

Life Assurance

25 days holiday + bank holidays

Hybrid working

Job summary

ARO is seeking a Service Desk Manager (Hybrid, Cardiff) to lead 1st and 2nd line teams within the CCIT unit. You will drive service excellence, manage SLAs, and foster a high-performing support culture across multi-customer environments.

You will report to the Head of Service Desk and ensure effective incident handling, escalation, and continuous improvement in a fast-paced MSP setting. Hybrid role with 3 days onsite.

Qualifications

• Proven experience leading IT service desks at enterprise scale.
• Strong understanding of ITIL incidents, requests, problems and changes.
• Experience with multi-customer managed services and SLAs.
• Ability to interpret operational data from ITSM platforms.

Responsibilities

• Lead the operation of 1st and 2nd line Service Desk across teams.
• Own performance against contracts, KPIs and customer outcomes.
• Act as senior escalation point for incidents and priority issues.
• Manage ticket flow, backlog and resource allocation.
• Chair operational reviews and ensure clear actions.
• Coach and develop 1st/2nd line teams and shift planning.
• Ensure effective communication with customers and stakeholders.

Skills

ITIL knowledge

People leadership

Stakeholder management

Service desk leadership

Process improvement

Driver licence

Strong communication

Risk & incident management

Tools

ServiceNow/Autotask

Microsoft 365

ITSM/PSA tools

Remote support

Networking basics

Job description

Job Title: Service Desk Manager (Internal Applications Only)

Location: Cardiff (Hybrid)

Contract type: Permanent

#LI-Hybrid

About the role

This position sits within the Service Desk function of the Cloud, Cyber and IT (CCIT) Business Unit and reports directly to the Head of Service Desk.
The Service Desk Manager is responsible for the operational leadership, performance and continuous improvement of ARO’s 1st and 2nd Line Service Desk teams. The role ensures the consistent delivery of high-quality support services, achievement of contractual service levels and customer outcomes, and the development of a high-performing support organisation.
The Service Desk Manager will directly manage the 1st Line Team Lead and 2nd Line Engineers. The role will work closely with Technical Services, Professional Services, Service Delivery Management, Operational Governance and other business functions to provide effective end-to-end service delivery.
In line with ARO’s values, the Service Desk Manager will foster a culture of collaboration, accountability, continuous improvement and customer excellence.

Please note that this is a Hybrid role with onsite requirement 3 days a week. Applicants must be able to reliably travel to the office and where required, attend customer or business locations

What you’ll do

Service Delivery Leadership

• Lead the overall operation of the Service Desk across 1st and 2nd Line support.
• Own Service Desk performance against customer contracts, internal KPIs and operational targets.
• Act as the senior operational escalation point for customer incidents, service concerns and priority issues.
• Manage ticket flow, backlog, workload balancing, prioritisation and resource allocation across the teams.
• Ensure Major Incident and priority incident processes are followed, with timely and accurate stakeholder communications.
• Chair or lead operational reviews and maintain clear accountability for actions and outcomes.
• Work with resolver groups and technical teams to ensure effective escalation and end-to-end ownership.

People Leadership

• Provide direct leadership to the 1st Line Team Lead and 2nd Line Engineers.
• Set clear objectives and conduct regular one-to-ones, performance reviews and development planning.
• Coach the 1st Line Team Lead to build effective front-line leadership, queue management and colleague development.
• Create a high-performance culture focused on customer service, accountability, collaboration and continuous improvement.
• Manage recruitment, onboarding, attendance, performance, retention, succession and workforce planning in line with company policies.
• Identify training requirements and develop technical, customer service and leadership capability across the teams
• Ensure effective shift, rota, leave and capacity management to maintain service coverage.

Customer Excellence

• Drive improvements in customer satisfaction, customer effort and Net Promoter Score performance.
• Maintain clear, professional and timely communication with customers and internal stakeholders
• Support customer service reviews, operational governance meetings and escalations as required.
• Ensure customer-impacting risks are identified, escalated and managed appropriately.
• Embed a customer-first culture and consistently high standards of ticket and call handling.

What we are looking for?

Essential

• Strong operational knowledge of ITIL practices, particularly Incident, Request, Problem, Change and Major Incident Management.
• Excellent people leadership, coaching, performance management and communication skills.
• Strong customer and stakeholder management skills, including experience handling high-impact incidents and escalations.
• Experience using ITSM or PSA platforms such as ServiceNow, Autotask or equivalent, with the ability to interpret operational data.
• Strong technical literacy across common service desk technologies, including Microsoft 365, endpoint support, remote support, networking fundamentals and infrastructure services.
• Experience delivering process improvement, service optimisation or operational transformation initiatives.
• Experience working within relevant compliance frameworks, such as ISO 27001, Cyber Essentials Plus and GDPR.
• Ability to work effectively in a fast-paced, multi-customer managed services environment.
• Full UK driving licence.

Desirable

• ITIL Foundation or higher certification.
• Experience within a Managed Service Provider or other multi-customer service environment.
• Experience managing both 1st Line and 2nd Line support teams, including leading or developing team leaders.
• Experience implementing knowledge management, automation, self-service or AI-assisted support capabilities.
• Experience presenting operational performance and service improvement plans to senior leaders and customers.
• Experience of workforce management, demand forecasting and capacity planning.
• A relevant technical, service management or leadership qualification, or equivalent experience.

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:

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

Hybrid working

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