Service Desk Manager (m/w/d)

Job Description

Ecotricity isn't like other energy companies. Since 1995 we've been turning customers' energy bills into new energy generation, building a cleaner Britain from the ground up. We're a not-for-dividend company, and our profits go back into our mission to end Britain's dependence on fossil fuels and many other green initiatives.

Technology underpins everything we do - and the people on the front line of it matter. When something goes wrong for a colleague, or a key platform starts behaving unexpectedly, your team is who they turn to. We need the right person leading that function. If you've led service desk or IT operations teams before and you want to do it somewhere that matters, read on.

The Role

This role leads our frontline IT support function, spanning desktop, hardware, and business applications support, including first-line triage of key platforms such as Salesforce, Junifer, AWS, and Databricks. You will be accountable for the day-to-day quality of IT support across the organisation - owning the SLAs, the incidents, the team, and the continuous improvement that keeps all three moving in the right direction.

You will be visible to your stakeholders, honest with senior management, and close enough to the work to know when something isn't right before it becomes a problem.

Key Deliverables

Service Delivery and Customer Satisfaction

• Own the quality of frontline IT support end-to-end, ensuring all tasks are handled efficiently, prioritised correctly, and resolved to the customer's satisfaction.
• Define and drive measurable month-on-month improvements in customer satisfaction and first-time resolution rates.

Incident and Problem Management

• Take ownership of major incidents - coordinating resolution, communicating clearly to stakeholders, and leading thorough post-incident reviews.
• Drive problem management activity that gets to root causes, not just workarounds.

Frontline Triage of Key Platforms

• Ensure the team is equipped to carry out effective first-line triage across Salesforce, Junifer, AWS, and Databricks - knowing when to resolve, when to escalate internally, and when to push a vendor.
• Work with third-party vendors to ensure bugs and incidents are raised, prioritised, and resolved within contractual SLAs. Attend regular vendor performance reviews alongside our Service Delivery Manager.

Performance Reporting

• Produce and present regular performance reports to senior management, including SLA adherence and customer satisfaction.
• Be transparent about where things stand and credible about what you're doing to improve them.

Team Leadership and Development

• Lead with clarity. Set meaningful objectives, maintain the right capacity to meet demand, and actively coach and mentor the team to build capability at every level.
• Foster a culture of continuous improvement where the team is always asking how to do things better, not just how to get through the day.

Monitoring and Change Acceptance

• Ensure appropriate monitoring and alerting is in place across key systems so that potential service impacts are caught proactively.
• Hold a high-quality bar for anything transitioning into operational support - your team shouldn't be inheriting problems that weren't theirs to begin with.

About You

What You Will Bring

• A background in IT support leadership - you will have supervised or managed a large (>10 people) service desk or operations team and can speak directly to the outcomes you delivered.
• A real-world, pragmatic knowledge of ITIL and best practice learnt as a function manager.
• Proven incident management experience - you've owned major incidents end-to-end and can speak with authority on how you've handled them under pressure.
• Demonstrated experience managing and reporting against SLAs, with a track record of meeting them consistently and driving improvement over time.
• Confident with Jira or a comparable ITSM tool.
• Clear, direct communication skills - equally at ease writing a concise incident update, presenting to management, or having a straight conversation with a team member.
• A genuine commitment to customer satisfaction. You understand that how a problem is handled matters as much as whether it gets fixed.

Nice to Have

• Hands-on technical experience with one or more of our key platforms: Microsoft, Salesforce, Junifer, AWS, or Databricks.
• Familiarity with 'office' hardware, such as printers.
• Experience managing third-party vendor relationships and holding them accountable.

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility Statement

The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it's more than just green energy - the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.