ARO Technology

Manager

• Lead the overall operation of the 1st and 2nd Line Service Desk
• Own performance against customer contracts, internal KPIs and operational targets
• Act as the senior operational escalation point for incidents, service concerns and priority issues
• Manage ticket flow, backlog, workload balancing, prioritisation and resource allocation
• Ensure Major Incident and priority incident processes are followed with timely stakeholder communications
• Chair operational reviews and maintain accountability for actions and outcomes
• Work with resolver groups and technical teams on escalation and end-to-end ownership
• Directly lead the 1st Line Team Lead and 2nd Line Engineers
• Set objectives and conduct one-to-ones, performance reviews and development planning
• Coach the 1st Line Team Lead and build front-line leadership capability
• Manage recruitment, onboarding, attendance, performance, retention, succession and workforce planning
• Identify training requirements and develop team capability
• Manage shifts, rotas, leave and capacity to maintain service coverage
• Drive improvements in customer satisfaction, customer effort and Net Promoter Score
• Communicate professionally and timely with customers and internal stakeholders
• Support customer service reviews, operational governance meetings and escalations
• Identify, escalate and manage customer-impacting risks
• Embed a customer-first culture and high standards of ticket and call handling

Service Desk Manager – Internal Applications