Squad Manager

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.

Our 24x7 Operations function operates through five squads, four of which follow a 24x7 shift rota, with the fifth squad providing office hours coverage and strategic backfill. Each squad is led by a Squad Manager responsible for team leadership, technical oversight, and operational excellence.

 We operate an ITIL v4-aligned service model, delivered through a shared services structure and enabled by ServiceNow, automation, and generative/agentic AI.

As Squad Manager, you will be accountable for the day-to-day performance and development of your technical operations team. Working on a shift basis, you will lead a team of 4–8 engineers, overseeing workload, ensuring adherence to ITIL-aligned practices, and maintaining service stability across customer environments. You will play an active, hands-on leadership role—guiding incident resolution, encouraging critical thinking, coaching team members, and reporting key performance indicators (KPIs) after every shift.

• Act as line manager for your squad members, including performance management, coaching, and mentoring.
• Own the delivery and quality of your team’s work, driving excellence across incident, change, and service request fulfilment.
• Act as shift lead: ensure effective triage, prioritisation, and progression of work across monitoring, alerts, incidents, and planned activities.
• Ensure all work is delivered in line with defined runbooks, change standards, security controls, and documentation.
• Maintain a shift log and complete KPI reporting at the end of each shift, ensuring visibility of operational performance.
• Collaborate with peer Squad Managers to ensure a seamless 24x7 service, particularly during shift handovers.
• Ensure CMDB data quality is maintained and proactively used in troubleshooting, dependency mapping, and ownership alignment.
• Actively promote use of ServiceNow knowledge and ticket workflows, ensuring team contributions to KB articles and runbooks.
• Ensure your team is using AI-assisted tooling, event management systems, and automation consistently and effectively.
• Role model company values and foster a connected, learning culture that builds trust and supports career progression.

Proven experience in a technical operations or IT infrastructure environment, ideally within a Managed Services Provider (MSP).

• Demonstrable ability to lead and motivate technical teams in a 24x7 operational context.
• Strong working knowledge of monitoring platforms (e.g. LogicMonitor) and ITSM tools (e.g. ServiceNow).
• Familiarity with key infrastructure technologies including Windows Server, virtualisation (VMware/Hyper-V), Microsoft Azure, and M365.
• Strong understanding of ITIL v4 practices, particularly Incident, Change, and Problem Management.
• Experience reporting operational KPIs and driving service improvement initiatives.
• Ability to communicate clearly, delegate effectively, and handle pressure in live service situations.
• Exposure to generative/agentic AI tooling in operations would be beneficial.
• Eligibility for UK Government Security Check (SC) clearance.

What We Value

• Curious: You actively seek to learn, improve, and understand.
• Integrity: You do what is right, even when no one is watching.
• Accountability: You take ownership of your work and your team’s delivery.
• Connected: You value team cohesion, shared goals, and open communication.

Additional Information

This role operates on a shift basis. Candidates must be willing and able to work as part of a 24x7 shift rota including nights, weekends, and public holidays.

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger