Vorboss Limited
Role overview As a Service Desk Manager, you will work with a broad range of clients ensuring smooth delivery and maintenance of a portfolio of IT and Network products. You will take a proactive and calm approach to service escalations and troubleshooting with commercial sensitivity and acuity. The success of the role will allow Vorboss to grow and develop existing business and create long-term relationships with clients. You will own day-to-day operational performance, continuous improvement, and service governance, driving ticket quality, SLA achievement, incident reduction, customer satisfaction, and effective cross-functional coordination with NOC, Network Engineering, Field Services, Security, and Vendors. Leading your team, you will provide exceptional customer support on all of Vorboss's products. Key responsibilities Operational Leadership & Service Performance Lead the Service Desk to deliver consistent support across IT and ISP service portfolios. Own operational KPIs: SLA/XLA compliance, CSAT/XLA, reopen rates, escalations. Run daily operational rhythms (stand-ups, queue reviews, prioritisation, workload balancing). Ensure high-quality triage, diagnosis, resolution, and escalation using structured troubleshooting. Maintain a strong customer focus during high volume, peak periods, and service disruptions. Proactively identify risks and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or impact to the client. Ensure effective incident processes, including clear categorisation, prioritisation, communications, and escalation. Lead or coordinate Major Incidents for IT and ISP outages, ensuring rapid restoration, stakeholder updates, clear timelines and post-incident reviews (PIRs/RCA). Work closely with NOC and Network Engineering on outages, capacity issues, and recurring fault patterns. Ensure problems or incidents that arise and cannot be resolved by Vorboss resources are escalated to Vorboss management. People Management, Coaching & Capability Building Recruit, develop, coach, and retain a high-performing team. Conduct regular 1:1s, performance reviews, QA call/ticket assessments. Promote a culture of accountability, learning, and continuous improvement. Process Excellence (ITIL/Service Management) Own and improve processes including Incident, Request, Problem, Knowledge, Change enablement (as applicable), Service Catalogue and standard operating procedures. Drive improvements in ticket quality: categorisation, impact/urgency, troubleshooting notes, resolution codes, and documentation. Implement or enhance process through knowledge, automation, and self-service. Customer Experience & Stakeholder Management Act as the key operational point of contact for internal stakeholders and external customers where applicable, ensuring and establishing good relationships. Build strong working relationships with NOC, Network Ops, Security, Infrastructure, Product, Field teams, and vendors. Ensure communication is clear, timely, and appropriate especially during outages and complex escalations. Client satisfaction as a main objective. Produce monthly service performance reporting, including trends, root causes, and improvement plans. Identify recurring incidents and initiate Problem Management investigations. Deliver service improvement initiatives such as, knowledge base uplift, ticket deflection/self-service, automation, improved triage scripts, improved monitoring/alerting integration with NOC. Tooling, Governance & Compliance Ensure the effective configuration and usage of ITSM tools (e.g. Halo, ConnectWise). Maintain robust controls over access, data protection, auditability, and secure handling of customer information. Ensure procedures follow company policies and relevant compliance requirements (e.g., ISO27001-aligned controls, internal security standards). This list is not exhaustive, and the tasks assigned might increase as per company's needs. Operational ownership: holds the line on quality, process, and outcomes. Customer-first mindset: communicates clearly and follows through. Calm under pressure: confident leading during outages and high severity events. Continuous improvement: always looking for ways to reduce contacts and improve resolution. Collaborative leadership: builds strong cross-team partnerships. The right candidate Proven experience leading a Service Desk / Support Operations team in an IT and/or telecom/ISP environment. Strong working knowledge of ITSM/ITIL-aligned practices (Incident/Request/Problem/Knowledge), network basics (TCP/IP, DNS, DHCP, routing concepts, VPN, Wi Fi), ISP workflows (fault diagnostics, CPE, circuits, carrier escalations). Excellent people leadership skills: coaching, performance management, shift/roster planning. Strong customer handling skills-ability to manage escalations and difficult conversations calmly. Data-driven approach: ability to analyse trends and drive improvements. Experience in a 24x7 or multi-shift operational environment. Familiarity with monitoring tools and NOC workflows (e.g., Zabbix, PRTG, SolarWinds, Grafana). Exposure to structured Major Incident and Problem Management practices. Knowledge of M365, identity (Azure AD/Entra), endpoint management (Intune), and/or VoIP. We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that youcan access. Employee Share Plan Company pension scheme. 25 days of annual leave allowance that increases with years served (excluding bank holidays). Access to Spill, ourmental health support partner. Cycle to workscheme. Half price gymmemberships through the healthcare provider. Free eye test. Hastee app, to help manage your salary and finances. Diversity, inclusion, and equal opportunities We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.
Role overview As a Service Desk Manager, you will work with a broad range of clients ensuring smooth delivery and maintenance of a portfolio of IT and Network products. You will take a proactive and calm approach to service escalations and troubleshooting with commercial sensitivity and acuity. The success of the role will allow Vorboss to grow and develop existing business and create long-term relationships with clients. You will own day-to-day operational performance, continuous improvement, and service governance, driving ticket quality, SLA achievement, incident reduction, customer satisfaction, and effective cross-functional coordination with NOC, Network Engineering, Field Services, Security, and Vendors. Leading your team, you will provide exceptional customer support on all of Vorboss's products. Key responsibilities Operational Leadership & Service Performance Lead the Service Desk to deliver consistent support across IT and ISP service portfolios. Own operational KPIs: SLA/XLA compliance, CSAT/XLA, reopen rates, escalations. Run daily operational rhythms (stand-ups, queue reviews, prioritisation, workload balancing). Ensure high-quality triage, diagnosis, resolution, and escalation using structured troubleshooting. Maintain a strong customer focus during high volume, peak periods, and service disruptions. Proactively identify risks and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or impact to the client. Ensure effective incident processes, including clear categorisation, prioritisation, communications, and escalation. Lead or coordinate Major Incidents for IT and ISP outages, ensuring rapid restoration, stakeholder updates, clear timelines and post-incident reviews (PIRs/RCA). Work closely with NOC and Network Engineering on outages, capacity issues, and recurring fault patterns. Ensure problems or incidents that arise and cannot be resolved by Vorboss resources are escalated to Vorboss management. People Management, Coaching & Capability Building Recruit, develop, coach, and retain a high-performing team. Conduct regular 1:1s, performance reviews, QA call/ticket assessments. Promote a culture of accountability, learning, and continuous improvement. Process Excellence (ITIL/Service Management) Own and improve processes including Incident, Request, Problem, Knowledge, Change enablement (as applicable), Service Catalogue and standard operating procedures. Drive improvements in ticket quality: categorisation, impact/urgency, troubleshooting notes, resolution codes, and documentation. Implement or enhance process through knowledge, automation, and self-service. Customer Experience & Stakeholder Management Act as the key operational point of contact for internal stakeholders and external customers where applicable, ensuring and establishing good relationships. Build strong working relationships with NOC, Network Ops, Security, Infrastructure, Product, Field teams, and vendors. Ensure communication is clear, timely, and appropriate especially during outages and complex escalations. Client satisfaction as a main objective. Produce monthly service performance reporting, including trends, root causes, and improvement plans. Identify recurring incidents and initiate Problem Management investigations. Deliver service improvement initiatives such as, knowledge base uplift, ticket deflection/self-service, automation, improved triage scripts, improved monitoring/alerting integration with NOC. Tooling, Governance & Compliance Ensure the effective configuration and usage of ITSM tools (e.g. Halo, ConnectWise). Maintain robust controls over access, data protection, auditability, and secure handling of customer information. Ensure procedures follow company policies and relevant compliance requirements (e.g., ISO27001-aligned controls, internal security standards). This list is not exhaustive, and the tasks assigned might increase as per company's needs. Operational ownership: holds the line on quality, process, and outcomes. Customer-first mindset: communicates clearly and follows through. Calm under pressure: confident leading during outages and high severity events. Continuous improvement: always looking for ways to reduce contacts and improve resolution. Collaborative leadership: builds strong cross-team partnerships. The right candidate Proven experience leading a Service Desk / Support Operations team in an IT and/or telecom/ISP environment. Strong working knowledge of ITSM/ITIL-aligned practices (Incident/Request/Problem/Knowledge), network basics (TCP/IP, DNS, DHCP, routing concepts, VPN, Wi Fi), ISP workflows (fault diagnostics, CPE, circuits, carrier escalations). Excellent people leadership skills: coaching, performance management, shift/roster planning. Strong customer handling skills-ability to manage escalations and difficult conversations calmly. Data-driven approach: ability to analyse trends and drive improvements. Experience in a 24x7 or multi-shift operational environment. Familiarity with monitoring tools and NOC workflows (e.g., Zabbix, PRTG, SolarWinds, Grafana). Exposure to structured Major Incident and Problem Management practices. Knowledge of M365, identity (Azure AD/Entra), endpoint management (Intune), and/or VoIP. We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that youcan access. Employee Share Plan Company pension scheme. 25 days of annual leave allowance that increases with years served (excluding bank holidays). Access to Spill, ourmental health support partner. Cycle to workscheme. Half price gymmemberships through the healthcare provider. Free eye test. Hastee app, to help manage your salary and finances. Diversity, inclusion, and equal opportunities We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.
Vorboss Limited
Vorboss is building the future of business infrastructure in London. We started by building London's largest fibre network and are now expanding to provide the full range of IT and cybersecurity services that modern businesses rely on. Our goal is simple: give London businesses a single, trusted partner for everything from connectivity to managed IT and cyber protection. We're proud to have earned one of the best reputations in the industry and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success. We're looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be 'the best job that someone ever had', regardless of how long they stay with us and promise to provide a supportive workplace based on respect and trust. Role overview Vorboss is looking for a Team Leader Senior Network Engineer to help manage the connectivity and infrastructure in our network. This includes helping to commission, maintain and upgrade our network infrastructure, and manage the change when required. The senior network engineers will be required to interact with customers, as well as being an escalation point for the Junior Network Engineers, and other members of the team, when issues arise. Key responsibilities To build, manage and develop a strong ISP networking team providing customer centric services. To be responsible for and manage operational systems, processes and procedures as required. To troubleshoot complex technical issues, working with customers and third party suppliers. To mentor, train and assist Network Engineers in resolving incidents, requests, and changes in a timely manner, including escalations. To develop, manage and maintain technical processes, procedures, protocols, and build a comprehensive knowledge base. To manage and maintain up to date detailed documentation for the Network Infrastructure. To commission, maintain and upgrade our Network Infrastructure. To manage changes to the Network Infrastructure as and when required. To always be available to work on the Network Infrastructure outside of usual business hours, both planned and unplanned. To effectively communicate orally and in writing both within the technical team, the wider organisation and to customers. The right candidate At least 5 years' experience working within a service desk within an SME / ISP / MSP environment. Proven technical team leading and hands on network engineering experience. Current working knowledge of routing, switching & wireless technologies. Solid understanding of the OSI or TCP/IP model, MPLS/VPLS management and deployment. Excellent knowledge and experience of networking standards, protocols, and technologies. Extensive experience with configuring and maintaining Juniper routers in a service provider environment, and specifically with RSVP based MPLS networks, VPLS, BGP route reflector, and dual stack environments. Experience with scripting/programming languages. Experience with building network automation tools. Experience with DDoS mitigation solutions. Knowledge of PCI DSS, ISO 27001, ITIL or equivalent certification frameworks. Desired skills CCNA CCNP JNCIA Junos, Fortinet NSE 1 and 2 Degree educated or equivalent work experience Knowledge of CRM/ERPs like Oracle/Salesforce Personal Attributes Strong team leading, troubleshooting and analytical skills Ability to manage multiple priorities in a fast paced MSP environment Proactive mindset with a commitment to continuous learning and improvement Methodical, organised, and detail focused Customer focused with excellent verbal and written communication skills Benefits Employee Share Plan Company pension scheme 25 days of annual leave allowance that increases with years served (excluding bank holidays) Access to Spill, our mental health support partner Cycle to work scheme Half price gym memberships through the healthcare provider Free eye test Hastee app, to help manage your salary and finances Diversity, inclusion, and equal opportunities We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.
Vorboss is building the future of business infrastructure in London. We started by building London's largest fibre network and are now expanding to provide the full range of IT and cybersecurity services that modern businesses rely on. Our goal is simple: give London businesses a single, trusted partner for everything from connectivity to managed IT and cyber protection. We're proud to have earned one of the best reputations in the industry and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success. We're looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be 'the best job that someone ever had', regardless of how long they stay with us and promise to provide a supportive workplace based on respect and trust. Role overview Vorboss is looking for a Team Leader Senior Network Engineer to help manage the connectivity and infrastructure in our network. This includes helping to commission, maintain and upgrade our network infrastructure, and manage the change when required. The senior network engineers will be required to interact with customers, as well as being an escalation point for the Junior Network Engineers, and other members of the team, when issues arise. Key responsibilities To build, manage and develop a strong ISP networking team providing customer centric services. To be responsible for and manage operational systems, processes and procedures as required. To troubleshoot complex technical issues, working with customers and third party suppliers. To mentor, train and assist Network Engineers in resolving incidents, requests, and changes in a timely manner, including escalations. To develop, manage and maintain technical processes, procedures, protocols, and build a comprehensive knowledge base. To manage and maintain up to date detailed documentation for the Network Infrastructure. To commission, maintain and upgrade our Network Infrastructure. To manage changes to the Network Infrastructure as and when required. To always be available to work on the Network Infrastructure outside of usual business hours, both planned and unplanned. To effectively communicate orally and in writing both within the technical team, the wider organisation and to customers. The right candidate At least 5 years' experience working within a service desk within an SME / ISP / MSP environment. Proven technical team leading and hands on network engineering experience. Current working knowledge of routing, switching & wireless technologies. Solid understanding of the OSI or TCP/IP model, MPLS/VPLS management and deployment. Excellent knowledge and experience of networking standards, protocols, and technologies. Extensive experience with configuring and maintaining Juniper routers in a service provider environment, and specifically with RSVP based MPLS networks, VPLS, BGP route reflector, and dual stack environments. Experience with scripting/programming languages. Experience with building network automation tools. Experience with DDoS mitigation solutions. Knowledge of PCI DSS, ISO 27001, ITIL or equivalent certification frameworks. Desired skills CCNA CCNP JNCIA Junos, Fortinet NSE 1 and 2 Degree educated or equivalent work experience Knowledge of CRM/ERPs like Oracle/Salesforce Personal Attributes Strong team leading, troubleshooting and analytical skills Ability to manage multiple priorities in a fast paced MSP environment Proactive mindset with a commitment to continuous learning and improvement Methodical, organised, and detail focused Customer focused with excellent verbal and written communication skills Benefits Employee Share Plan Company pension scheme 25 days of annual leave allowance that increases with years served (excluding bank holidays) Access to Spill, our mental health support partner Cycle to work scheme Half price gym memberships through the healthcare provider Free eye test Hastee app, to help manage your salary and finances Diversity, inclusion, and equal opportunities We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.
Vorboss Limited
We are seeking a proactive and skilled Automation Engineer with a focus on Service Desk operations, Process Improvement Automation (PIA),and ConnectWise Robotic Process Automation (RPA) platforms. The successful candidate will play a pivotal role in designing, developing, and maintaining automation workflows to streamline IT services, enhance end user experience, and drive operational efficiency. Role overview: Collaborate with Service Desk teams to identify repetitive tasks and service bottlenecks suitable for automation. Design, build, and deploy automation solutions using PIA methodologies, ensuring alignment with business goals and compliance standards. Develop and manage ConnectWise RPA workflows to automate ticket handling, notifications, escalations, and routine maintenance tasks. Monitor and optimise automated processes for reliability, accuracy, and performance, troubleshooting issues as they arise. Work closely with IT stakeholders to gather requirements, document processes, and provide training on automation solutions. Maintain thorough documentation of automation architectures, workflows, and version histories. Stay abreast of industry trends in RPA, service automation, and ITSM best practices. Key responsibilities: Experience with Service Desk operations and IT Service Management (ITSM) practices. Hands on expertise with ConnectWise RPA tools and PIA solution design. Strong scripting and automation skills (e.g., PowerShell, Python, or equivalent). Ability to analyse business processes and translate them into technical automation requirements. Excellent problem solving, communication, and stakeholder engagement skills. Attention to detail and a commitment to delivering high quality solutions. Working within a Managed Service Provider (MSP) environment. Cloud technologies, including: Microsoft 365 Microsoft certifications: The right candidate: Certifications in RPA platforms or ITSM frameworks (e.g., ITIL Foundation). Experience with other automation platforms (e.g., UiPath, Automation Anywhere) is advantageous. Familiarity with API integration, database management, and cloud services. Previous exposure to change management and process improvement initiatives. Microsoft certifications: We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that you can access. Company pension scheme. 25 days of annual leave allowance that increases with years served (excluding bank holidays). Access to Spill, our mental health support partner. Cycle to work scheme. Half price gym memberships through the healthcare provider. Free eye test. Hastee app, to help manage your salary and finances. Diversity, inclusion, and equal opportunities: We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.
We are seeking a proactive and skilled Automation Engineer with a focus on Service Desk operations, Process Improvement Automation (PIA),and ConnectWise Robotic Process Automation (RPA) platforms. The successful candidate will play a pivotal role in designing, developing, and maintaining automation workflows to streamline IT services, enhance end user experience, and drive operational efficiency. Role overview: Collaborate with Service Desk teams to identify repetitive tasks and service bottlenecks suitable for automation. Design, build, and deploy automation solutions using PIA methodologies, ensuring alignment with business goals and compliance standards. Develop and manage ConnectWise RPA workflows to automate ticket handling, notifications, escalations, and routine maintenance tasks. Monitor and optimise automated processes for reliability, accuracy, and performance, troubleshooting issues as they arise. Work closely with IT stakeholders to gather requirements, document processes, and provide training on automation solutions. Maintain thorough documentation of automation architectures, workflows, and version histories. Stay abreast of industry trends in RPA, service automation, and ITSM best practices. Key responsibilities: Experience with Service Desk operations and IT Service Management (ITSM) practices. Hands on expertise with ConnectWise RPA tools and PIA solution design. Strong scripting and automation skills (e.g., PowerShell, Python, or equivalent). Ability to analyse business processes and translate them into technical automation requirements. Excellent problem solving, communication, and stakeholder engagement skills. Attention to detail and a commitment to delivering high quality solutions. Working within a Managed Service Provider (MSP) environment. Cloud technologies, including: Microsoft 365 Microsoft certifications: The right candidate: Certifications in RPA platforms or ITSM frameworks (e.g., ITIL Foundation). Experience with other automation platforms (e.g., UiPath, Automation Anywhere) is advantageous. Familiarity with API integration, database management, and cloud services. Previous exposure to change management and process improvement initiatives. Microsoft certifications: We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that you can access. Company pension scheme. 25 days of annual leave allowance that increases with years served (excluding bank holidays). Access to Spill, our mental health support partner. Cycle to work scheme. Half price gym memberships through the healthcare provider. Free eye test. Hastee app, to help manage your salary and finances. Diversity, inclusion, and equal opportunities: We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.