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- Tasks: Lead a team to resolve user issues and improve service desk processes.
- Company: Join a dynamic company focused on delivering top-notch IT support.
- Benefits: Enjoy flexible working, generous holiday, and health perks.
- Why this job: Be part of a supportive culture that values growth and innovation.
- Qualifications: Bachelor’s in IT or equivalent, with 5+ years in IT support.
- Other info: Opportunities for career advancement and professional development.
The predicted salary is between 27000 - 30000 £ per year.
Location: Gateshead
Working Pattern: Monday to Friday (37.5 hours per week) - 4 days in Office
Contract Type: Permanent
Job Summary: We are looking for a Service Desk Manager to lead our clients' support team, ensuring efficient resolution of user issues and continuous improvement of service desk processes.
Key Responsibilities:
- Lead and mentor a team of service desk technicians.
- Oversee daily operations and ensure prompt issue resolution.
- Monitor service desk metrics and maintain high service quality.
- Ensure customer satisfaction and manage escalated issues.
- Identify and implement process improvements.
- Manage incident and problem lifecycles.
- Prepare and present performance reports.
Requirements:
- Bachelor’s degree in IT or related field, or equivalent experience.
- 5+ years in IT support, with 2+ years in a supervisory role.
- Strong understanding of ITIL principles and service management software.
- Excellent leadership, communication, and problem-solving skills.
- Flexibility to work overtime and travel as needed.
Preferred Qualifications:
- ITIL certification.
- Experience with service desk automation.
- Knowledge of cybersecurity best practices.
What We Offer:
- Basic: £27,000 - £30,000
- Career growth opportunities.
- 23 days holiday plus bank holidays, rising to 28 days after 5 years.
- Stakeholder pension scheme & death in service benefit.
- Discounts and deals through our reward platform.
- Healthcare cash plan.
- Cycle to work scheme.
- Volunteer Days.
- Referral bonuses.
- Employee Assistance Programme.
- Enhanced Maternity and Paternity scheme.
Service Desk Manager employer: Concept
Contact Detail:
Concept Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL principles, as they are crucial for the Service Desk Manager role. Consider brushing up on your knowledge through online courses or resources to demonstrate your commitment to service management.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you improved team performance or resolved conflicts.
✨Tip Number 3
Research common service desk metrics and be prepared to discuss how you would monitor and improve these in your new role. This shows that you understand the importance of data in driving service quality.
✨Tip Number 4
Network with current or former service desk professionals to gain insights into the challenges they face. This can provide you with valuable talking points during interviews and demonstrate your proactive approach to understanding the role.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and supervisory roles. Emphasise your leadership skills and any specific achievements related to service desk management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of ITIL principles and your approach to improving service desk processes. Mention your ability to lead a team and resolve escalated issues effectively.
Highlight Relevant Qualifications: If you have an ITIL certification or experience with service desk automation, be sure to mention these prominently in your application. They are preferred qualifications that can set you apart.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully managed incidents and improved service quality in previous roles. This will demonstrate your capability to handle the responsibilities of the Service Desk Manager position.
How to prepare for a job interview at Concept
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed and mentored teams in the past.
✨Demonstrate Your ITIL Knowledge
Since a strong understanding of ITIL principles is crucial for this role, make sure to brush up on these concepts. Be ready to explain how you've applied ITIL practices in previous positions to improve service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific scenarios where you resolved complex issues or improved processes, and be ready to share these experiences during the interview.
✨Highlight Customer Satisfaction Focus
Customer satisfaction is key in this role. Prepare to discuss how you've handled escalated issues and ensured high levels of customer service in your previous roles, as well as any metrics you've used to measure success.
