Client Support / Service Desk Manager

£39,451 - £57,851**

Delivery

Bristol, Charlbury, US, Philippines & Remote

Total remuneration package: £39,451 - £57,851 per annum, pro rata.**

All salaries listed on our roles are based on UK salary bands, however if you’d like more information on the bands for your country give us a shout.

We’re Torchbox, a progressive digital agency on a mission to help charities create transformative, high-quality digital products and services in low-risk, cost-effective ways. We’re proud to be the creators of Wagtail, one of the leading open source CMSs, now used by Google, NASA, the NHS and thousands of other organisations around the world.

This is a great time to join Torchbox. We’re proud to be an employee owned digital agency,  business is booming in the UK and US, Wagtail is flying high and we’re doing great work with many, incredible, mission-driven organisations.

We are looking for a Client Support / Service Desk Manager to join our team!

We are looking for an experienced support, service desk or help desk lead, with a strong understanding of service management, to join our team. You will be responsible for the delivery of our hosting, application support and systems administration services.

In this role, you will oversee the resourcing, processes, quality and governance of the support and sysadmin teams and will be responsible for providing accurate, transparent and timely reporting to the business. You will provide leadership and direction to colleagues in the support team, coordinating resolution of critical issues in our clients’ digital applications as well as managing the schedules for key dependency upgrades. You will also triage, estimate and manage support requests through to completion. You will be dedicated to providing high quality technical support and an exceptional client experience. 

Our Client Support / Service Desk Managers have the following skills:

Continual service improvement

You can establish best practices through end-to-end processes, setting specific service standards. You can identify process optimisation opportunities and implement proposed solutions.

Ownership and initiative

You can own an issue until the problem has been mitigated or resolved. You can swiftly make decisions based upon information available, present recommendations and deal with challenges.

Service framework design

You have an understanding of Agile principles and how they can be applied to an ITSM framework such as ITIL4, ISO/IEC 20000, USM and VeriSM. You can take inputs and establish coherent frameworks that work. 

Service reporting

You can design and produce relevant and regular management information reports. You can work with important stakeholders to discuss any changes in the reporting processes. 

Technical understanding

You have a passion for technology and will have an understanding of relevant web services, such as hosting, mail, backup, application monitoring and hosting. You are familiar with service desk tracking and automation applications. You can communicate with technical and non-technical audiences.

What we can offer you:

  • The opportunity to be a co-owner of Torchbox, shaping and sharing in our success. Be a partner, not just an employee. Our Voice Groups provide the chance to share your vision within Torchbox.

  • The chance to work with our brilliant clients, making the world a better place

  • Competitive salary with annual review with annual employee owners and performance bonus

  • Training and conference budget to accelerate your development.

  • Flexible working hours; the option to work fully remotely, split your time between office and home, or choose to be in one of our offices fulltime, enabling you to work in a flexible way that best suits your needs.

  • Free eye tests, flu jabs & shopping discounts

  • Private health scheme and access to mental health support

  • Ethical pension scheme, with a 5% contribution from Torchbox

  • Electric car salary sacrifice scheme (UK only)

  • Wellness programme and cycle to work scheme, alongside other Torchbox offerings, good for both you and the environment.

  • Regular virtual and in-person events, weekly veggie team lunch (when we’re in the office)  & parties including our famous Torchfest

  • 27 days holiday, plus public holidays

**This is made up of a base salary £31,175 - £47,175 and a bonus of £8,275 - £10,500.The bonus comprises a (tax free!) £3.6k EOT bonus and a company performance bonus. The bonus is paid in two tranches. The company bonus can be higher or lower based on company performance.

We particularly welcome neurodiverse individuals and applicants from ethnically diverse backgrounds that are under-represented groups in the creative and technology industries.

If you need any help completing the application form then please email [email protected] or if you would prefer to apply by phone then give us a call on +44 (0) 1608 811 870

No agencies please.

Serious benefits

  • Performance and ownership bonuses
  • Trips, including bi-annual skiing!
  • Unlimited personal development budget
  • Mental health and wellbeing support
  • Flexibility to make working life work for you
  • Be an owner, not just an employee
  • Electric car salary sacrifice scheme (UK only)
  • Buy and Sell holiday scheme, purchase up to 2 weeks extra
  • 27 days annual leave, plus bank holidays
  • 2 paid Civic Days per year, to support your community

Open to all

We welcome neurodivergent individuals and applicants from ethnically diverse backgrounds that are under-represented groups in the creative and technology industries.

If you need any help completing the application form then please email [email protected] or if you would prefer to apply by phone then give us a call on +44 (0) 1608 811 870

No agencies please.

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Join the team and help make the world a better place

Who we work with

  • NASA logo
  • Samaritans logo
  • Penn State University logo
  • NHS logo
  • Mozilla logo
  • Oxfam logo