Service Desk Pod Manager — Lead ITIL-Driven Support

FluidOne; Camberley; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Subsidised Health

EAP

Life Assurance

Pension 5% company

Generous Holiday Entitlement

Birthday day off

Job summary

FluidOne in Camberley is seeking a Service Desk Pod Manager to lead the dedicated Camberley service desk, driving high-quality support and ITIL-aligned operations. You will coordinate 1st and 2nd line engineers, manage ticket flow in Halo, and own escalation handling and incident resolution across the pod.

You will drive continuous improvement, performance reporting and knowledge management while maintaining strong customer focus and effective stakeholder communication.

Qualifications

• Experience leading a service desk team or pod in a managed service or enterprise environment.
• Strong ITIL understanding with incident, request, problem, change and escalation management.
• Proven ability to manage customer accounts, ticket quality and SLAs.
• Excellent written and verbal communication; customer-focused attitude.

Responsibilities

• Lead the Camberley service desk pod and provide coaching to 1st and 2nd line engineers.
• Maintain high service quality and align interactions to service expectations.
• Own ticket flow in Halo with proper prioritisation and progress
• Monitor queues, identify ageing tickets and SLA risks
• Coordinate major incidents and ensure timely stakeholder updates
• Support root cause analysis and preventative actions
• Promote knowledge management and accelerate first-time fixes
• Report on service metrics and drive continual improvement

Skills

Service desk leadership

ITIL knowledge

Halo ITSM experience

Ticket governance

Communication skills

Customer focus

Escalation handling

Performance reporting

Education

ITIL certification desirable

Tools

Halo ITSM

Job description

FluidOne in Camberley is seeking a Service Desk Pod Manager to lead the dedicated Camberley service desk, driving high-quality support and ITIL-aligned operations. You will coordinate 1st and 2nd line engineers, manage ticket flow in Halo, and own escalation handling and incident resolution across the pod.

You will drive continuous improvement, performance reporting and knowledge management while maintaining strong customer focus and effective stakeholder communication.