Service Desk Pod Manager (Phenna)

Company Overview:  

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 81 for Q2 2026. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. 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 IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

Enterprise IT focuses on delivering comprehensive technology solutions tailored to the complex needs of large-scale organisations. In this realm, managed services play a pivotal role by providing enterprise customers with end-to-end IT support, including network and connectivity management, cloud and hosting solutions, cybersecurity, unified communications, and continuous IT support. These services ensure robust infrastructure management, proactive monitoring, and quick resolution of issues, thereby enhancing operational efficiency and minimising downtime. Managed services for enterprises also encompass strategic IT consulting, seamless systems integration, and compliance management, ensuring that the organisation's IT landscape is secure, scalable, and aligned with business objectives. By leveraging managed services, enterprises can optimise their IT investments, drive innovation, and maintain a competitive edge in the market.

Role Overview: 

 The Service Desk Pod Manager (Camberley) is responsible for leading the dedicated Phenna service desk pod, ensuring high-quality support and consistent service delivery across 1^st and 2^nd 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 1^st and 2^nd 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 1^st and 2^nd 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 a named customer account, balancing ticket quality, responsiveness, escalation control and customer experience.
• Line Management and Coaching: Experience supporting mixed technical teams, including 1^st and 2^nd 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.

Disclaimer: 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 

Benefits after probationary period 

• Subsidised Health and subsidised dental care  
• Employee Assistance programme (EAP) 
• Life assurance (3 x salary) 
• Sodexo Discount Platform  
• FluidOne breakfast and refreshments on working 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 

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.