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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Manager - **Company:** Oliver Bonas - **Location:** Chessington, UK (Remote available) - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Cyber Security, Microsoft Office, Azure Active Directory, Microsoft InTune, SolarWinds (Software) - **Published:** September 26, 2026 - **Apply:** https://jobs.oliverbonas.com/job/17MZUehCsi2ARgaa5PkqNC ## About the Role * Proven experience managing an IT support desk and team * Strong Office 365 administration experience. * AI tools such as Copilot (desirable). * Microsoft Entra and Intune (desirable). * Experience with ITIL foundation principles * Strong communication skills and cross-functional collaboration experience. * Experience building KPI frameworks, reporting and managing a team. * Familiarity with retail systems (ERP, POS, CMS, OMS, WMS). * People management skills * Excellent organisational and planning skills. * Clear communicator, able to present progress and outcomes at multiple levels. * Analytical thinker with a focus on measurement and continuous improvement. * Proactive and adaptable, with a positive mindset. ## Description We are looking for an IT Service Desk Manager to join Team OB in our Support Office. As an IT Service Desk Manager at OB, you will plan, coordinate and lead our IT Service Desk, ensuring our team members across the business receive timely, effective support through both digital and physical channels. This is a broad and varied role, supporting our website, a retail estate of 95+ stores and multiple office locations. You will manage a team of IT technicians while also owning the delivery of IT equipment rollouts for new store openings as part of our ambitious expansion plans. Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly. A bit about us … At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work. Having fun is key, and a playful and positive approach creates an optimistic environment. We don't take ourselves too seriously, but we are serious about what we do. Our team knows their stuff. They're confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility. More about the role … An OB IT Service Desk Manager will: * Manage the IT support team, helping technicians deliver quick, effective resolutions to issues logged via the SolarWinds Service Desk portal. * Act as the escalation point for the support team and key liaison between IT, business teams and external providers, giving stakeholders clear timelines on resolution. * Monitor business impact and downtime of key services, adjusting plans and processes as needed. * Build strong working relationships with leaders across the business; escalate issues to third parties or partners where they can't be resolved in-house. * Create clear SLAs for the service desk and communicate these to wider business, managing the team in line with these * Own the IT Retail project team, overseeing the rollout of IT equipment for new store openings in line with our store expansion plans. * Act as lead administrator for the Office 365 environment, driving change adoption and process improvement. * Champion new security protocols, working with Cyber Security engineers to address emerging risks. * Use AI tools to improve processes and issue troubleshooting. * Analyse pain points and propose improvements aligned with operational goals. * Partner with the Head of IT and wider IT support leadership to implement, track and measure improvements. * Support development of KPI frameworks to monitor IT support ticket and team performance. * Define baseline metrics and measure improvements against them (efficiency, error rates, adoption, financial impact). * Provide structured insights and recommendations to leadership on team and system performance. * Coach and develop through feedback, progress chats, and appraisals to ensure all team members have clear and stretching development goals and are delivering their best work * Build a strong team and motivate them to collaborate and support each other to ensure effective communication * Share all relevant company meeting information including the overall strategy with the team to ensure they understand their own contribution to this ## Related Videos - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) - [Inside the AI Revolution: How Microsoft is Empowering the World to Achieve More](https://www.wearedevelopers.com/videos/869-inside-the-ai-revolution-how-microsoft-is-empowering-the-world-to-achieve-more) - [Less Is More: How Lagom and Agile Can Create Harmonious Workflows](https://www.wearedevelopers.com/videos/1993-less-is-more-how-lagom-and-agile-can-create-harmonious-workflows) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)