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- Tasks: Lead a team to deliver top-notch service and support for clients.
- Company: Join a respected Managed Service Provider in Kent, offering diverse IT solutions.
- Benefits: Enjoy a competitive salary up to £50,000 plus excellent benefits.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Experience in service desk management and strong people skills are essential.
- Other info: ITIL certification and technical knowledge of Microsoft products are required.
The predicted salary is between 45000 - 50000 £ per year.
Service Desk Manager – Consultancy – Kent – £45,000 – £50,000 + Excellent Benefits Overview: An excellent opportunity has arisen within a highly regarded Managed Service Provider for a Service Desk Manager. You will be responsible for the delivery of exceptional levels of service and support to their growing client base and internal systems. Our client provides a broad array of Kent IT Consultancy and managed services and solutions to organisations throughout the South East. Role & Responsibilities: Ensuring accurate and timely resolutions of incidents and requests in line with SLA\’s Manage customer escalations Act as the technical escalation for team members (1st, 2nd and 3rd line support) Conduct weekly 1:1\’s to support and coach team members to make sure they meet their KPI\’s and their development goals Conduct Quarterly Performance Reviews Ensure that incident reviews are undertaken and written up Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction. Provide data and reporting of KPI\’s and trends to ensure the service is suitably managed and optimised and report to management and others in ad-hoc, weekly, and monthly meetings Essential Skills & Experience: Experience as a hands-on Service Desk Team Leader / Manager. Proven record in people management. Excellent interpersonal and written communication skills Strong ability to train, develop, motivate, mentor and support team members Highly organised and structured with the ability to maintain and drive a positive working environment. Good attention to detail, ability to work to tight deadlines and to mitigate risks and manage issues to resolution ITIL Certified Act as a technical escalation for junior engineers. Technical background with Microsoft products – Active Directory, Microsoft Exchange, Office 365 and Windows 7-11Package: Up to £50,000 basic salary based on skills and experience Excellent benefits package Service Desk Manager – Consultancy – Kent – £45,000 – £50,000 + Excellent Benefits
Service Desk Manager employer: Insight Select
Contact Detail:
Insight Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Make sure to highlight your experience in managing service desk teams. Share specific examples of how you've successfully led teams, resolved escalations, and improved customer satisfaction.
✨Tip Number 2
Demonstrate your technical expertise with Microsoft products. Be prepared to discuss your hands-on experience with Active Directory, Microsoft Exchange, and Office 365 during the interview.
✨Tip Number 3
Showcase your people management skills by discussing how you've coached and developed team members in the past. Highlight any specific training programs or performance reviews you've implemented.
✨Tip Number 4
Prepare to discuss your approach to maintaining a positive working environment. Think about examples where you've fostered teamwork and collaboration among your team members.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Service Desk Team Leader or Manager. Emphasize your proven record in people management and any relevant technical skills, especially with Microsoft products.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention specific examples of how you've improved customer experience and satisfaction in previous roles.
Highlight Relevant Certifications: If you have an ITIL certification, be sure to mention it prominently. This is essential for the role and shows your commitment to best practices in service management.
Showcase Leadership Skills: Discuss your experience in coaching and mentoring team members. Provide examples of how you've conducted performance reviews and supported team development to meet KPIs.
How to prepare for a job interview at Insight Select
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your experience in people management. Be prepared to share specific examples of how you've successfully led teams, resolved conflicts, and motivated team members to achieve their KPIs.
✨Highlight Your Technical Expertise
Make sure to discuss your technical background, especially with Microsoft products like Active Directory, Exchange, and Office 365. Prepare to answer questions that assess your ability to act as a technical escalation point for junior engineers.
✨Emphasize Customer Service Excellence
Since the role involves promoting excellent customer service, be ready to talk about your strategies for improving customer experience and satisfaction. Share any metrics or feedback that highlight your success in this area.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills and ability to manage escalations. Think of past incidents you've handled and how you ensured timely resolutions while adhering to SLAs.
