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- Tasks: Lead our Service Desk, ensuring top-notch support and optimising ticket workflows.
- Company: Join a dynamic team focused on operational excellence in a fast-paced environment.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a culture that values problem-solving and continuous improvement.
- Qualifications: Experience in customer-facing service desk roles and familiarity with ITSM tools required.
- Other info: This role offers a chance to make a real impact on user satisfaction.
The predicted salary is between 36000 - 54000 £ per year.
We're on the lookout for a proactive, detail-driven Service Desk Lead to take full ownership of our customer-facing Service Desk function. If you thrive in fast-paced environments, love solving problems, and are passionate about delivering exceptional support, this could be your next big move.
Responsibilities:
- Taking end-to-end ownership of our Service Desk operations, ensuring fast, reliable, and high-quality support for users.
- Managing and optimising ticket workflows to meet strict SLA targets.
- Identifying and resolving bottlenecks to keep things running smoothly.
- Jumping in on complex or urgent issues when needed - you're not afraid to get hands-on.
- Continuously improving support processes to reduce resolution times and enhance user satisfaction.
- Maintaining and evolving our Knowledge Base and internal documentation to encourage self-service and cut down on incoming tickets.
- Monitoring service desk metrics, analysing trends, and turning insights into action.
- Collaborating with technical and customer-facing teams to drive continuous improvement.
This isn't a traditional team management role. It's a functional leadership position, focused on operational excellence and driving service improvement.
Experience:
- Working in a customer-facing service desk role in a software or SaaS business.
- Familiarity with Zendesk or similar ITSM tools.
- Exposure to service improvement projects or initiatives (e.g. launching a self-service portal or improving ticket triage workflows).
- Participation in or support for audit/compliance processes.
- Experience with performance reporting using tools like Power BI, Excel, or built-in dashboards.
If this role sounds like your next career move please click "APPLY".
Service Desk Lead / Hybrid Working Manchester employer: Oliver James Associates Ltd.
Contact Detail:
Oliver James Associates Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Lead / Hybrid Working Manchester
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, especially Zendesk or similar ITSM tools. Having hands-on experience or even a basic understanding of these platforms can set you apart during discussions.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've tackled complex issues in previous roles. Be ready to discuss specific scenarios where you improved processes or resolved bottlenecks.
✨Tip Number 3
Research common service desk metrics and trends. Being able to speak knowledgeably about how to monitor and analyse these metrics will demonstrate your proactive approach to operational excellence.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can help you tailor your approach when discussing your fit for the position.
We think you need these skills to ace Service Desk Lead / Hybrid Working Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk operations, particularly in a customer-facing role. Emphasise your familiarity with ITSM tools like Zendesk and any experience with performance reporting.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional support and detail how your proactive approach has led to improvements in previous roles. Mention specific examples of problem-solving and operational excellence.
Showcase Your Leadership Skills: Even though this is not a traditional team management role, highlight any functional leadership experiences you have. Discuss how you've driven service improvements or optimised workflows in past positions.
Highlight Continuous Improvement Initiatives: Mention any projects you've been involved in that focused on enhancing user satisfaction or reducing resolution times. This could include launching self-service portals or improving ticket triage workflows.
How to prepare for a job interview at Oliver James Associates Ltd.
✨Showcase Your Problem-Solving Skills
As a Service Desk Lead, you'll need to demonstrate your ability to tackle complex issues. Prepare examples from your past experiences where you successfully resolved challenging problems, highlighting your analytical thinking and hands-on approach.
✨Familiarise Yourself with Relevant Tools
Since familiarity with tools like Zendesk is crucial, make sure you understand how these platforms work. If possible, brush up on any specific features or functionalities that are relevant to the role, as this will show your preparedness and technical knowledge.
✨Emphasise Continuous Improvement
The role focuses on operational excellence and service improvement. Be ready to discuss any initiatives you've led or participated in that aimed at enhancing service delivery, such as launching self-service portals or optimising ticket workflows.
✨Prepare for Metrics and Reporting Questions
Since monitoring service desk metrics is part of the job, be prepared to talk about your experience with performance reporting. Familiarise yourself with tools like Power BI or Excel, and think of examples where you've used data to drive decisions or improvements.
