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- Tasks: Lead a team delivering top-notch IT support and ensure smooth operations.
- Company: Join Skills for Care, shaping the future of adult social care in England.
- Benefits: Enjoy agile/hybrid working, competitive salary, and a commitment to diversity.
- Why this job: Make a real impact in social care while growing your skills in a supportive environment.
- Qualifications: Experience in IT support and team management is essential.
- Other info: We value diversity and encourage applications from all backgrounds.
Location: Leeds based (with the opportunity of agile/hybrid working)
Hours: 36
Job Status: Permanent
Salary: £41,134.60
Closing Date: 27 April 2025
Interview Date(s): 8 May 2025
Skills for Care is the strategic workforce development and planning body for adult social care in England. We work with employers, Government and partners to ensure social care has the right people, skills and support required to deliver the highest quality care and support now and in the future.
The Service Desk Manager is responsible for overseeing the delivery of first- and second-line IT support services, ensuring efficient incident resolution and request fulfilment. They manage the service desk team, IT assets, and related processes to maintain high levels of customer satisfaction and operational effectiveness. The role also involves continuous improvement of service delivery, adherence to ITIL best practices, and ensuring IT assets are properly tracked and maintained.
The Digital, Data and Technology (DDaT) team is a team of 7 supporting over 200 colleagues, and delivering systems and platforms for the adult social care sector. The role will manage two service desk colleagues but will work closely with the whole team.
At Skills for Care, we are committed to creating a culture of Belonging, where all of our People are able to contribute to their full potential. All our People are expected to contribute towards the achievement of our aspirations for equality, equity, diversity and inclusion.
At Skills for Care, we want our People to be representative of the society we support, this includes all equality characteristics such as age, ethnicity, disability, sexual orientation, gender reassignment, religion or belief. This lived experience from a diverse group of people helps us with all the work that we do and ultimately supports the social care sector to provide the best quality care. We encourage applications from, but not limited to, people from minoritised ethnic backgrounds, people who identify as LGBTQ+ and people with disabilities.
Candidates will always be selected based on experience and potential.
We want all applicants to be able to fully participate in our selection processes. We welcome requests for adjustments to our recruitment and selection processes from applicants with disabilities, impairments, or health conditions, and will always consider support available in the recruitment process.
Please contact our People Team via email to discuss any adjustments that you may need.
Service Desk Manager employer: Skills For Care
Contact Detail:
Skills For Care Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily emphasises adherence to these standards. Understanding the framework will not only help you in the interview but also demonstrate your commitment to effective service delivery.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlighting your experience in overseeing service desk operations will make you a strong candidate for this managerial position.
✨Tip Number 3
Research Skills for Care and their mission in the adult social care sector. Being knowledgeable about their work and values will allow you to align your answers during the interview with their goals, making you a more appealing candidate.
✨Tip Number 4
Prepare to discuss your approach to continuous improvement in service delivery. Think of specific instances where you've implemented changes that enhanced customer satisfaction or operational effectiveness, as this is crucial for the role.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Service Desk Manager position. Tailor your application to highlight relevant experience in IT support and team management.
Highlight Relevant Skills: Emphasise your skills related to incident resolution, customer satisfaction, and ITIL best practices. Provide specific examples from your past experiences that demonstrate your ability to manage a service desk effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that outlines your motivation for applying and how your background aligns with the values of Skills for Care. Mention your commitment to diversity and inclusion, as this is important to the organisation.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Skills For Care
✨Understand ITIL Best Practices
As a Service Desk Manager, familiarity with ITIL best practices is crucial. Be prepared to discuss how you have implemented these practices in previous roles and how they can enhance service delivery.
✨Showcase Leadership Skills
Since you'll be managing a team, highlight your leadership experience. Share examples of how you've motivated teams, resolved conflicts, and improved team performance in past positions.
✨Emphasise Customer Satisfaction
Customer satisfaction is key in this role. Prepare to discuss strategies you've used to maintain high levels of customer service and how you measure success in this area.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific incidents where you successfully resolved issues or improved processes, and be ready to explain your thought process.
