How you'll make an impact at Ware

We're on the hunt for a skilled IT Service Desk Manager who's ready to tackle the challenge of setting up and managing our IT service desk from the ground up. This is a perfect opportunity to shape the foundation of our IT support and play a crucial role in the growth and smooth operation of our company. You'll be at the heart of ensuring our IT systems are running seamlessly and providing top-notch support to our internal teams and, in the near future, our external clients.

What you’ll be doing:

• Setting up the Service Desk: Jumpstart our IT service desk by selecting and implementing the best tools and infrastructure. Your expertise in choosing the right tools will be crucial for the success of our team and clients.
• Crafting Processes: Lead the creation, refinement, and documentation of departmental processes, aiming for industry standards and ITIL best practices. Your work will set the stage for operational excellence.
• Getting to Know Ware: Dive deep into our platform, understand the ins and outs, and develop knowledge base articles to empower future support engineers and our self-service clients.
• Monitoring Systems: Keep a vigilant eye on our systems to ensure maximum uptime and step in proactively to resolve issues before they escalate.
• Supporting the Internal Team: Be the go-to person for setting up machines, mailboxes, and providing comprehensive support for our exceptional team of designers and developers.
• Building the Future: Play a key role in recruiting client support engineers, setting us up for success when we launch.
• Meeting Goals: Ensure KPIs are met and issues are resolved swiftly and efficiently, maintaining a high standard of service.

What you won’t be doing:

• Managing a Team (Initially): This role is all about laying the groundwork. You'll start by setting everything up for success, and as we prepare for launch, you'll have the opportunity to build and manage a team.
• Doing the same workday-in, day-out: If you prefer a role where your daily tasks are neatly listed for ticking off, then this opportunity may not be the right fit for you. Instead, you’ll be diving into a dynamic environment, collaborating across departments.
• Following, only leading: You won’t be given step-by-step instructions on what to build. We’re looking for someone to lead the discussions, tell us what we need, and guide us on how to achieve our goals. Your expertise and vision will be key in shaping our IT service desk strategy.

What you need to succeed:

• ITIL Certification: Foundation level or higher.
• Experience: At least 3 years in a similar role, with proven experience in a senior position within an IT service desk environment.
• Process Documentation: Experience in drafting processes and procedural documentation.
• Technical Knowledge: A broad understanding of IT systems, software, and hardware.
• Customer Service: Exceptional skills in delivering customer service and explaining technical concepts to non-technical individuals.
• Proactive and Ambitious: Detail-oriented, proactive, confident, and ambitious mindset is key.

Nice-to-haves (non-essential):

• Advanced ITIL Certification: Practitioner level or higher
• Microsoft Certifications: In Servers or Workstations.
• Additional IT Certifications: Other relevant certifications are a plus.
• SaaS Support Experience: Prior experience in this area.
• Database Administration: Familiarity with this skill.
• Jira & Confluence: Experience with these tools.
• Linux: Experience using Linux-based Operating Systems.

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Our interview process:

Understanding that interviews can be overwhelming, we've streamlined our process to make it more approachable:

• Firstly, our friendly Talent team will give you a call for a brief chat, addressing any questions you may have before we consider proceeding to our interview phase.
• Next up, you'll be invited to a Teams call (or visit our HQ if you prefer) for a 45-minute interview with the department head and a senior manager. You will then be asked to complete a short assessment to submit back within a few days.
• If the fit seems right, and the assessment has gone well, a final 'feel-good' check awaits as you meet in person with your line manager.

We aim to make the process as seamless and reassuring as possible.

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Please note, the salary banding for this role sits at £29-40K.

Our code:

• Innovate to make a difference - We do things with purpose and pride, ensuring our actions provide meaning and merit.
• Be fast, but feel free - We prioritise high-pace work efforts, whilst maintaining a sense of liberation and flexibility.
• Embrace a ‘one-source’ spirit - We adopt a unified and centralised approach in all team dynamics, communication and collaboration.
• Play and productivity are not mutually exclusive - We create an environment where enjoyment can coexist harmoniously with being efficient and effective.
• We are all owners - We all have shared responsibility, involvement and accountability in the choices and decisions that we make.