Service Desk Manager - Internal Apps (Hybrid, Cardiff)

ARO; Cardiff; Hybrid; 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

At ARO, its our people that make us great!

We see the value that comes from empathy, empowerment and collaboration.We believe in transparency and driving continuous improvement, so you can be sure that at ARO you will be valued and your voice heard.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.We continue to invest in you so that you can invest in us and our customers.

Life at ARO

Take a look behind the scenes of ARO, our people and our culture.

You can find out more about us on our ARO Life page on LinkedIn:https://www.linkedin.com/showcase/arotechnology-life

Job Openings

As an employer of choice, it’s our responsibility to create the best environment for you to grow.We've worked hard to create a culture that ensures you can reach your full potential.Take a look at our current vacancies below:

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Our employees, culture and additional benefits all make ARO great place to work.

25 days Holiday + Bank Holidays

Your birthday off

Holiday Trading

Contributory Pension scheme

Shares after 1 year of employment

Health club and Wellbeing Scheme

Private Medical Insurance

Employee Assistance Programme

Life Assurance

Technical Training Academy and E-learning

Company social events

Our Teams

Considering a new challenge? We’re always on the lookout for talented and ambitious people to join our teams.

With offices across the UK, ARO is perfectly placed to service customers with a nationwide team.

Cardiff

Glasgow

Farnborough

Leeds

Liverpool

Kilby House, Liverpool Innovation Park, Liverpool, Merseyside, L7 9NJ