Service Desk Pod Manager

Camberley Source: WhatJobs

£42,000–£64,000

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a turnover in excess of £100m, and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff across offices across the UK.

FluidOne supports the needs of 2,000+ customers, and 200 channel resellers, with Secure Networking, IT Services and Cyber Security managed services. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house infrastructures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium-sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability, providing individual solutions and fully comprehensive managed services. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support. Specialising in Data & AI (D&AI), managed services, and cloud transformation, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers – from growing SMBs to large, complex enterprises – benefit from trusted, innovative, and future-ready IT services.

Role Overview

The Service Desk Pod Manager is responsible for leading the Camberley service desk pod, ensuring high-quality support and consistent service delivery across 1st and 2nd resources. The role owns day-to-day ticket management, service quality, escalation control and ITIL-aligned operational discipline, using Halo as the ITSM platform to manage workflow, reporting, prioritisation and continual service improvement.

Responsibilities

Pod Leadership: Lead the Camberley service desk pod, providing clear direction, coaching and operational support to 1st and 2nd line engineers.
Service Quality Ownership: Maintain a consistent standard of service quality across the pod, ensuring customer interactions, ticket updates and resolutions are clear, professional and aligned to agreed expectations.
Ticket Management: Own ticket flow within Halo, ensuring incidents, service requests and tasks are correctly prioritised, categorised, updated and progressed within agreed service levels.
Queue Management: Monitor Camberley ticket queues throughout the day, identifying ageing tickets, stalled updates, breached or at-risk SLAs and workload imbalances across the team.
Escalation Management: Act as the operational escalation point for Camberley service issues, ensuring escalations are triaged, owned, communicated and driven through to resolution.
Incident Management: Ensure incidents are managed in line with ITIL principles, with clear ownership, impact assessment, prioritisation, communication and restoration of service.
Major Incident Support: Support major incident coordination for the Camberley accounts, ensuring clear stakeholder updates, accurate Halo records and appropriate engagement of technical teams.
Problem Management Contribution: Identify recurring issues, quality trends and repeat incidents, working with technical teams to support root cause analysis and preventative actions.
Knowledge Management: Promote effective use of knowledge articles, known error records and standard fixes within Halo to improve first-time resolution and reduce repeat effort.
SLA and KPI Performance: Monitor SLA performance, ticket hygiene, response quality, resolution quality and operational KPIs, taking corrective action where performance is at risk.
ITIL Process Discipline: Ensure the pod follows ITIL-aligned processes for incident, request, problem, change and escalation management, adapting day-to-day ways of working where needed.
Team Performance and Development: Support, mentor and develop 1st and 2nd line staff, encouraging accountability, collaboration and high standards of ticket ownership.
Customer and Stakeholder Communication: Provide clear and timely communication to stakeholders, internal service teams and management regarding service performance, escalations and operational risks.
Reporting and Continual Improvement: Use Halo reporting and service data to identify trends, improvement opportunities and actions that improve service quality, efficiency and customer experience.

Requirements

Service Desk Leadership: Experience leading or supervising a service desk team, pod or resolver group in a managed service or enterprise support environment.
Account-Focused Service Management: Ability to manage service delivery for customer accounts, balancing ticket quality, responsiveness, escalation control and customer experience.
Line Management and Coaching: Experience supporting mixed technical teams, including 1st and 2nd line engineers, with a focus on accountability, development and operational standards.
ITIL Knowledge: Strong understanding of ITIL principles, particularly incident, request, problem, change, escalation and continual improvement practices. ITIL certification is desirable.
Halo ITSM Experience: Practical experience using Halo or a comparable ITSM platform to manage tickets, queues, SLAs, categorisation, reporting and service improvement activity.
Ticket Quality and Governance: Strong understanding of ticket hygiene, ownership, prioritisation, update quality, closure standards and SLA management.
Escalation Handling: Proven ability to manage customer and operational escalations calmly, professionally and with clear ownership through to resolution.
Performance Reporting: Ability to review service metrics, identify trends, challenge poor ticket discipline and present meaningful service insights to management or customer stakeholders.
Communication Skills: Strong written and verbal communication skills, with the ability to provide clear updates to customers, technical teams and senior stakeholders.
Customer Focus: A strong service mindset, with the ability to maintain customer confidence while driving operational discipline and continuous improvement.