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Service Desk Manager Full Time

at ANS Group Manchester in Manchester (Published at 23-10-2023)


The role


As a Service Desk Manager in our Managed Services department, you will be responsible for leading a close-knit team of multi and highly skilled engineers who support a range of technologies across our SMB customer base. Working from our Manchester office, you will be responsible for supporting and managing our customer base from our operations centre, well as managing the engineers within the team at a range of different experience levels.


What will I be doing?



  • Understand, maintain, and deliver relevant training regarding current service desk procedures

  • Ensure engineers have regular 121 sessions, training and development

  • Hold daily, structured squad stand ups

  • Plan & manage squad resource working with peers and Service Operations Manager

  • Work closely with the Group Leader around all aspects of the continuous service improvement plan, contributing where required

  • Working closely with peers to discuss improvements and opportunities for automation

  • Carry out service transition and change implementation

  • Be a point of technical and functional escalation for our customer base

  • Help customers drive further product usage and feed opportunities into Customer Success Team

  • Work with ANS Professional Services to ensure a smooth transition from project to service & BAU

  • Take ownership of respective Squads overall performance against SLA, KPI & NPS for our customer base and drive continuous service improvements


What will I bring to the role?



  • Experience supporting systems on a 3rd line basis

  • Strong organisational skills

  • Excellent communication skills

  • Knowledge of ITL Process



Why work for ANS?


At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.


We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.


What’s in it for you?


With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.


Company benefits



  • As standard: 25 days’ holiday, plus you can buy up to 5 more days

  • A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!

  • Private health insurance

  • Pension contribution match and 4 x life assurance

  • Flexible working and work from anywhere for up to 30 days per year (some exceptions)

  • Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay

  • Company social events – get ready for a jam-packed calendar

  • Electric car scheme

  • 12 days of personal growth development time


ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.





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