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Service Desk Manager – Internal Applications
ARO Technology. Lead the overall operation of the 1st and 2nd Line Service Desk .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational leadership in managing 1st and 2nd Line Service Desk teams, with a focus on ITIL practices, customer satisfaction, and performance management. Capable of driving process improvements and managing high-impact incidents in a multi-customer managed services environment.
Highest-signal resume keywords
ITIL PracticesCustomer ManagementPerformance ManagementServiceNowTeam Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementRequest ManagementProblem ManagementChange ManagementMajor Incident ManagementProcess ImprovementService OptimisationTechnical LiteracyWorkforce ManagementCapacity Planning
Soft Skills
People LeadershipCoachingCommunicationStakeholder ManagementCustomer Service
Tools & Technologies
ITSM PlatformsServiceNowAutotaskMicrosoft 365Remote Support
Certifications & Qualifications
ITIL FoundationISO 27001 ComplianceCyber Essentials PlusGDPR Compliance
Industry Keywords
Managed Service ProviderMulti-Customer EnvironmentOperational GovernanceCustomer SatisfactionNet Promoter Score
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Strong operational knowledge of ITIL practices, particularly Incident, Request, Problem, Change and Major Incident Management
- Excellent people leadership, coaching, performance management and communication skills
- Strong customer and stakeholder management skills, including experience handling high-impact incidents and escalations
- Experience using ITSM or PSA platforms such as ServiceNow, Autotask or equivalent, with the ability to interpret operational data
- Strong technical literacy across Microsoft 365, endpoint support, remote support, networking fundamentals and infrastructure services
- Experience delivering process improvement, service optimisation or operational transformation initiatives
- Experience working within compliance frameworks such as ISO 27001, Cyber Essentials Plus and GDPR
- Ability to work effectively in a fast-paced, multi-customer managed services environment
- Full UK driving licence
- ITIL Foundation or higher certification (desirable)
- Experience within a Managed Service Provider or other multi-customer service environment (desirable)
- Experience managing both 1st Line and 2nd Line support teams, including leading or developing team leaders (desirable)
- Experience implementing knowledge management, automation, self-service or AI-assisted support capabilities (desirable)
- Experience presenting operational performance and service improvement plans to senior leaders and customers (desirable)
- Experience of workforce management, demand forecasting and capacity planning (desirable)
- A relevant technical, service management or leadership qualification, or equivalent experience (desirable)
Benefits
Comp & perks- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off
- Health Club and Wellbeing Scheme
- ARO Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working