• 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.

Benefits after probationary period

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Sodexo discount platform
• FluidOne breakfast and refreshments on office days
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme