UK, Hybrid ⭐️ Our Perks Values-driven culture – we’re really proud of our culture. Drive your own experience Personalised Learning and Development Budget Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can Technology – Your choice of Mac or Windows ✨ Empowering you to be your most authentic self 25 Holiday Days your local bank holidays 1 Birthday day – it only happens once a year 3 So Giving Days - spend these days giving back to your chosen cause Religious Celebrations Leave Mental Healthcare – Sessions with Unmind Enhanced Family Leave So Energy Who we are So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability. We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do: Clear Honest Ambitious Inquisitive Caring Sustainable The Role Service Desk and Incident Manager at SO ENERGY As the service desk Manager you will be responsible for managing a team who provides first- and second-line technical support. You will ensure support of existing and emerging information and communications technology (IT) services, and provide input technical advice to project teams, You will ensure that the support team undertakes development so that they can advise on future projects and current issues and manage and monitor service desk service level agreements (SLAs) and performance. As the incident manager you will be responsible for the management and resolution of incidents within the organization. You will work to identify and resolve incidents in a timely and efficient manner while ensuring that all relevant parties are kept up to date on the status of the incident. As the Incident Manager you will also be responsible for developing and implementing processes and procedures for incident management. Reporting into our Head of IT What you’ll be getting up to: Daily management of Service Desk team Oversees Incidents and Service Requests throughout the lifecycle Management of first-line investigation and diagnosis of all Incidents and Service Requests Ensure incidents are correctly assigned to the appropriate resolver team, prioritised and backlog appropriately managed Drive the Incident management system and processes, including optimisations, automation, maintenance & reporting Ensuring communication is clear and consistent, leveraging automation where possible Create a monthly incident reporting pack including meaningful insights such as data and trend analysis, and executive summary Lead monthly Incident Management forum meetings, incident retrospectives and lessons learned Drive business awareness and acceptance of responsibilities of business service owners Ensure that Incident Management Process documentation and relevant polices are kept up to date Ensure all systems are auditable for regulatory requirements This role will be a great fit if: Demonstrable experience of managing a fast paced Service desk Demonstrable experience of Incident management processes Experience in embedding Incident management processes into an evolving business Gaining the buy in from Key business stakeholders outside the IT world to support Incident management Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt. So, if this role excites you, don’t let our role description hold you back, get applying Want to tailor your application? Hiring Process Talent Interview with Head of Talent Technical interview with Andy Lee, Security Engineering Manager and Rhianna Dunn, People Partner Leadership interview with Muhammad Khan, Technology Director and Lucy Webb, Head of People Partnering Applications may take slightly longer to be reviewed due to the time of year, so please please bear with us. Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed. Our Values We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals. Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing. Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it. Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers Caring - We care about the work we are doing, our customers and our colleagues Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us. Diversity, Equity, Inclusion & Belonging At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.