Internal Service Desk Manager, Advania UK
£44-48k
More information about location
3 days a week in office
Cloud hosting services
Be an early applicant
Cloud hosting services
1001+ employees
Be an early applicant
£44-48k
More information about location
3 days a week in office
1001+ employees
Company mission
To empower people to create sustainable value with the clever use of technology.
Role
Who you are
- 5+ years IT support experience
- 3+ years managing service desk teams
- Experience managing a team of at least 6 people for a minimum of 3 years
- Experience in managing and implementing service improvements for a service desk
- Experience managing a service desk in a technology company
- ITLv4 foundation certification
What the job involves
- As an Advania Internal Service Desk Manager, you will oversee the day-to-day performance of the internal service desk, ensuring incidents and requests are managed efficiently in line with SLAs and KPIs
- You will lead and develop engineering teams across the UK and South Africa, drive the service desk improvement programme within the wider continuous improvement framework, and own the delivery of support processes in collaboration with department leaders
- One to one sessions on a regular basis
- Setting and tracking goals and targets aligned to the business plan
- Annual performance reviews
- Maintain a skills matrix and work with engineers to ensure they are gaining experience in the technology deployed within Advania UK
- Managing the apprentices and the related training activities
- Run regular team meetings to ensure alignment and communication and daily stand ups
- Mentor the team and support their learning and development
- Challenge the engineers to develop new skills both technical and non-technical
- Support Service Management which includes both remote support, onsite support and end user device management
- Manage service desk operations across UK and South Africa
- Act as escalation point for major issues
- Monitoring ticket queues and KPI thresholds (ServiceNow)
- Monthly reporting to Director of Enterprise Business Systems on KPI's and team health
- Deliver and report on the improvement programme for the team and processes
- Deliver business unit level service report to the Managing Directors of the business unit
- Monitoring the equipment warehousing and hardware service in UK and SA
- Capacity management to support the growth of the business against our Service Level Objectives
- Own and manage customer feedback and CSAT scores
- Business and ITSM Process management
- Manage the execution of the service desk processes surrounding the team such as Joiners, Movers and Leavers ticket management (JML)
- Regular review of the effectiveness of processes and agree improvements where needed
- Work with other business units where processes are shared to ensure process execution is efficient, example is JML with P&T
- Deliver the strategic plan for Enterprise Business Systems as provided by the Director of Enterprise Business Systems
- Develop a security-first mindset in the engineers approach to BAU and Projects
- Be available in person as much as possible for UK resources for meetings and general management building a culture of being in the office
- Leadership through managing a team manager in South Africa and a team leader in the UK
- Embed a customer-centric culture across the engineers embedding the company culture and ethos known as The Advania Way
- Optimise our costs for service delivery, seek automation and efficiency opportunities
- Lead from the front to demonstrate professionalism in our communication and engagement
- Occasionally be available throughout agreed weekends or evenings to oversee system maintenance or upgrade
Our take
Advania’s belief that “IT is a people business” has helped it consolidate a large market across Europe. Its IT outsourcing, infrastructure and integration services help companies, mainly SMEs, get the most out of the technology they use.
Advania’s solutions for IT management and tech integration offer companies a frictionless path towards digitalisation and efficiency. Its consultancy services help to accelerate the productivity of public and private companies, all through a people-first ethos. It's this ethos that sets Advania out from the crowded IT outsourcing market.
Though it has stiff competition, the company’s growth across Europe speaks for itself. In 2024, it purchased Servium, a UK-based managed services and IT procurement optimisation company. This move bolstered Advania’s position in the UK market and strengthened its product suite.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
City of London, London, UK
Leadership
Mikael Noaksson
(Co-Founder & Group Board Member)Former COO then Group CEO of the company. Previously National Manager at Kerfi, IT Manager at Virtus and was a Sales Manager at OnSite DataService.
Henrik Foyn-Laukvik
(Group Chief M&A Officer)Previously Board Member at Content+Cloud, Senior M&A Manager at Mercell Group, VP of Investment Banking at Bryan, Garnier & Co and was a Management Consultant at Accenture.
Herge Store
(Group CEO)Also a Boardmember at Posten Bring AS and VP at IKT-Norge. Previously Board Member at Electronic Chart Centre AS and was Administrative Director at Visolit.
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