Job Description

Department:      Managed Services
Position:            Service Desk Manager
Start Date:         ASAP
Location:           Northampton
Reports to:         Head of Operations

About Fuse Collaboration

Fuse Collaboration Services are a Microsoft Gold Partner and provide professional services in Consultancy and Software Development, as well as managed services in Support and Hosting.  Fuse provide solutions and specialise in the following technologies and services;

  • SharePoint
  • System Center
  • Lync (inc fully managed hosted Enterprise + Voice Service)
  • Office 365
  • Internet/Intranet/Extranets
  • Mobile websites
  • Hosting
  • Secure Mobile Working

Fuse offer a friendly work environment, competitive remuneration, training, bonus scheme, Healthcare, pension and gym membership.

Role Description

The purpose of this role is to actively lead and manage a small but growing Managed Services team with a hands on attitude.  The role requires a committed and proactive leader able to champion exceptional IT customer service.  The successful candidate will have a can do attitude to problems and importantly able to strike a good balance between get it done and process maturity.

Desired Skills and Experience


  • Excellent educational background, with good "A" levels and preferably to degree level
  • ITIL Manager Level (or at least ITIL Foundation and a ITIL Module)
  • Technical training i.e. MCP or above
  • At least 2 years' experience of a similar customer facing support managing role liaising with business stakeholders at all levels
  • You should be an experienced team manager or lead who is accustomed to managing shift-based support teams, carrying out appraisals, development plans, 1-1s, mentoring and coaching
  • Extensive knowledge of "end user" and desktop hardware computing
  • Excellent knowledge of file and print technologies, OS build and deployment, Active Directory, Group Policy and Windows technologies (Windows Client software and applications)
  • Service Management/Helpdesk software knowledge
  • Excellent configuration/troubleshooting, analytical and diagnostic skills
  • A committed and highly self-motivated professional with experience of working within a team-oriented, collaborative environment who can demonstrate initiative, have proven skills in operational service and experience of working in an environment where priorities are constantly changing
  • Flexible and the ability to change focus quickly but not lose sight of what needs doing 
  • Ability to time manage and prioritise workload for self and others
  • Excellent interpersonal skills, with both outstanding verbal and written communications
  • Have the aptitude to go that extra mile for your customer
  • Most importantly as a person you want to achieve and the passion to do so

Principal Responsibilities

  • Responsible for leading and managing the service desk team
  • Accountable for the delivery of support ensuring cover at all times including morning shift rota and to be the initial point of contact for escalations
  • Take ownership of major incidents/problems ensuring teams are focused on quickly restoring service to normal operation within SLA
  • Responsible for incident, major incident and problem management processes
  • Responsible for end-user configuration management processes including patch management
  • Monitoring and managing service level metrics for the whole team
  • Ensure the team are fully trained on live and new services through coaching and mentoring continuing their development and the teams' skills levels
  • Responsible for producing weekly KPI'S and management information for review and highlighting service improvements
  • Facilitate and maintain good communication with users, colleagues, suppliers and partners both personally and within the team
  • Proactively manage operational day-day support for all live services
  • Develop strong relationships with key members of the functional areas and business stakeholders, ensuring they are consistently happy with the availability and the performance of IT services, ensuring corrective action is put in place within realistic timescales but ensuring customer expectations are managed
  • Ensure Change Management process is followed and take an active role on the CAB, ensuring all changes consider the end-users and the potential impact
  • Month end reporting of service desk usage
  • Whilst the role's principal focus is on managing the effective delivery of both IT and systems support whilst using technical experience to ensure high user productivity, you will be required to work at a detailed operational level and resolve your share of tickets logged
  • Although the role is not strategic you will be expected to understand and be aware of business objectives to ensure all support functions are aligned to overall business strategy, highlighting tactical service improvement where appropriate

Secondary Responsibilities

  • The candidate is also expected to help support the company's own IT environment
  • There will be opportunity to be involved in many internal technical improvement projects and external customer projects

Personal Attributes

  • Highly motivated – self-starter with ability to motivate self and others
  • Delivery focused – capable of leading a team to deliver a high service and ensuring team focus at all times
  • Excellent communication and influencing skills
  • Thrives within a highly pressurised environment where success is dependent on the ability to react to ongoing change
  • Keen problem solver with the ability to identify and overcome issues and obstacles
  • Pragmatic and solution focused, with an ability to digest complex scenarios and derive the simplest solution
  • Passionate about continuous improvement
  • Ability to work collaboratively or independently

How To Apply

Please send your CV to together with a little detail on why you are interested in working for Fuse Collaboration Services and the type of role you are looking to fulfil.