Tech Services Manager

Role OVO-View

Where you'll work: At OVO, we understand that a one size fits all approach doesn't work for everyone. That' why we created the OVO Way of Flexibility. We're looking for candidates who are within easy commuting distance to our Bristol office. You'll also have the flexibility to work from home.

Team: Enterprise Security & Platforms

Salary banding: £40,000 - £50,000

Experience: Mid-level/Expert

Working pattern:Full-Time

Reporting to: Neil Watson, Head of AskOVO Tech, People Services & Operations

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Proactive, Analytical, Communicative

Top 3 qualities for this role:

Leadership and Team Management: The ability to lead, empower, and develop a team effectively, ensuring that everyone is aligned with the service goals and working efficiently to meet SLAs.

Delivery focussed: you have the ability to manage your team to give an exceptional service and achieve stretching service levels. Able to interpret data, identify areas for improvement, and implement solutions to complex IT issues, ensuring high service quality.

Communication and Interpersonal Skills: Superb communication skills to liaise between the team, customers, and other partners, ensuring clear understanding of expectations and fostering a positive service environment.

In the words of the team, you should leave your current role for this one because….

Join us to be part of a team looking to do things differently and delivering an award winning Tech service. You will progress your career, whilst having fun, and working with like minded colleagues and friends.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how:

You will be working in the AskOVOTech team: we are the beating heart of OVO, we empower all our colleagues to be closer to the customer by providing them the tech they need to do so. We utilise the most sustainable tech to ensure we are enabling our teams to do their best work whilst working towards Plan Zero.

This role in a nutshell:

Experience is everything. As a Tech Services Manager your primary role will be to lead your team to deliver an exceptional, customer centric tech service to the wider OVO community. You will be part of a close leadership team, all working together under this shared ambition.

Your key outcomes will be:

• Lead your team to give the wider OVO community exceptional tech support and service.
• Coaching and development of our Tech Expert Specialists to ensure they're reaching their full potential supporting them to achieve their individual career goals.
• Using data and by reviewing the work completed by your teams build a continuous improvement plan to constantly improve the quality of your teams responses.
• Continuous review of our processes to prioritise areas of improvement and efficiency
• Achieve our operational Service Levels ensuring response and resolution times meet Service Standards and constantly look to improve our performance.
• Work alongside the Digital Experience Team to trial and embed new technologies, services and processes.
• Hourly and Daily review of performance helping your team prioritise which queues require support and resources.
• Follow IT support processes; Incident, Problem, Change and Configuration management
• Supporting escalated tickets and queries. In the exceptional circumstances we receive a complaint, take personal ownership to resolve.
• Make sure the team are meeting SLAs and ensuring an exceptional level of support is provided
• Building the teams weekly schedule and dedicating resource to events, project requirements and being able to work dynamically depending on demand
• Regular stakeholder management and ensuring the team are proactive with their comm's and positioning.
• Work with suppliers to deliver problem resolutions in line with agreed plan and priority
• Administering and supporting key business critical applications adhering to OVO's starter and leaver processes and IT Information Security Policy
• Proactive identification of recurring faults, and ensuring a complete resolution is put in place to prevent further incidents, following the Problem management process
• Manage OVO's IT Tech and be responsible for purchase, configuration and audit

Systems: Google Workspace, Jira Service Management, Confluence, Jira Software, Miro, Active Directory (Azure & On prem), BetterCloud, Intune & CloudFlare.

You'll be a successful Tech Services Manager at OVO if you…

• A clear understanding of IT Service Desk workflows and fundamentals/ITIL
• Familiarity with Agile methodologies and practices
• Experience of leading a team and coaching to drive performance
• Confidence in navigating a team through change
• Experience supporting IT for key stakeholders and executives
• Superb communication both verbal and written
• The ability to work in a dynamic environment and to prioritise and switch focus depending on the needs of the business and your team
• Demonstrated ability to learn quickly and work both collaboratively in a team environment as well as independently in an effective and organised manner, within a sophisticated and ambitious environment
• Excellent configuration/troubleshooting, analytical and diagnostic skills
• Experience of working as a Team Lead in a tech environment
• A passion for customer experience, IT products and solutions
• Full understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers, wireless access points and other wireless devices
• Good knowledge of Google, Microsoft & Atlassian Platforms or similar platforms
• Demonstrated knowledge of Azure Active Directory, Intune & MDM Platforms

Let's talk about what's in it for you

We'll pay you between £40,000 and £50,000, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You'll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there's flex pay. It's an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.
Here's a taster of what's on offer:

For starters, you'll get 34 days of holiday (including bank holidays).
For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more
For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more
For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations
For your home
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers
For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans
Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other's experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We'd be thrilled if you tick off all our boxes yet we also believe it's just as important we tick off all of yours. And if you think you have most of what we're looking for but not every single thing, go ahead and hit apply. We'd still love to hear from you! If you have any additional requirements, there's a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..