IT Service Desk Manager

Oliver Bonas; United States; Hybrid; USD 86,000 - 119,000; Full time

Benefits offered by this job

Competitive salary

Employee discount

EAP programme

Flexible holidays

Profit-related bonus

Private medical

Pension scheme

Gym access

Cycle to work

Job summary

Oliver Bonas is seeking an IT Service Desk Manager to lead the Support Office and its IT service desk team. The role oversees service delivery across the business, including the website, 95+ stores, and offices, with a focus on timely resolutions and stakeholder communication.

The successful candidate will manage IT equipment rollouts for new store openings, drive Office 365 administration, and champion security and AI-driven improvements within a hybrid work model.

Qualifications

• Experience leading an IT service desk and team.
• Strong knowledge of ITIL principles and incident management.
• Proven ability to define SLAs and measure IT performance.
• Experience with Office 365 administration and security.

Responsibilities

• Lead the IT Service Desk team and ensure timely resolutions via SolarWinds Service Desk.
• Act as escalation point and liaise with IT, business teams and external providers.
• Monitor service impact and downtime, adjusting plans as needed.
• Oversee rollout of IT equipment for new store openings.
• Champion security best practices and AI-enabled process improvements.
• Develop KPI frameworks and report on IT performance.

Skills

Team leadership

ITIL foundation

Office 365 admin

Intune admin

Entra admin

Analytical thinking

Cross-functional collaboration

Tools

SolarWinds Service Desk

Office 365

Intune

Copilot

Microsoft Entra

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; elevate 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.
• Proven experience managing an IT support desk and team.
• Strong Office 365 administration experience.
• 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).
• People management skills
• 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.
• 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

• Competitive salary plus benefits Full time, 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
• Auto-enrolment into our pension plan
• Free access to our onsite gym
• Cycle to work scheme