Squad Manager

OneAdvanced

  • York
  • Permanent
  • Full-time
  • 8 hours ago
Role IntroductionOur 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.What You Will Do
  • 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.
What You Will Have
  • 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 InformationThis 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.What We Do For YouWellbeing 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
Who We AreOneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.To learn more about working at OneAdvanced please

OneAdvanced