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- Tasks: Lead and mentor a team while managing IT Helpdesk operations.
- Company: Join a well-established client known for their commitment to service excellence.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth.
- Why this job: This role combines technical expertise with leadership, making a real impact on support services.
- Qualifications: Strong experience in 1st and 2nd line IT support; familiarity with ITIL and ITSM tools required.
- Other info: Immediate response for applicants with an updated CV; great opportunity awaits!
My well established Client is looking for an IT Service Desk Team Manager, an IT professional with a passion for leading support teams. The IT Helpdesk Manager will join a team and lead their IT Helpdesk operations efficiently. This role requires both technical expertise and leadership skills to ensure the smooth running of support services. Key Responsibilities: Team Leadership: Lead and mentor a team of 1st and 2nd line support engineers (Currently 2). Ticket Deep Dive: Conduct in-depth analysis of support tickets to ensure issues are resolved accurately and efficiently. Service Desk Tools: Use service desk technologies (such as ITSM tools, remote access solutions, and knowledge resources) to manage and track support requests. ITIL Framework: Ensure all support processes align with ITIL best practices to maintain service excellence. Technical Support: Provide hands-on support for 1st and 2nd line issues, leveraging your broad technical knowledge in areas like Windows OS, networking, Office 365, and more. Reporting: Generate and review service metrics to improve operational performance. Required Skills: Strong experience in 1st and 2nd line IT support. Familiarity with ITIL framework and best practices. Proficient in IT service management (ITSM) tools and remote access solutions. Experience with troubleshooting a wide range of technical issues. Excellent communication skills and the ability to work efficiently under pressure. Desirable: Certifications in ITIL or related areas. Please send an up to date CV for an immediate response and more information on a fantastic opportunity with a truly great Client
IT Service Desk Manager (IT Helpdesk) employer: Red King Resourcing
Contact Detail:
Red King Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager (IT Helpdesk)
✨Tip Number 1
Showcase your leadership skills by sharing specific examples of how you've successfully managed and mentored support teams in the past. Highlight any improvements in team performance or customer satisfaction that resulted from your leadership.
✨Tip Number 2
Familiarize yourself with the ITIL framework and be prepared to discuss how you have implemented ITIL best practices in previous roles. This will demonstrate your commitment to maintaining service excellence.
✨Tip Number 3
Be ready to dive deep into technical scenarios during discussions. Prepare to explain how you've resolved complex 1st and 2nd line issues, particularly in areas like Windows OS, networking, and Office 365.
✨Tip Number 4
Research the latest trends in IT service management tools and remote access solutions. Being knowledgeable about current technologies will show your proactive approach and readiness to lead the IT Helpdesk operations effectively.
We think you need these skills to ace IT Service Desk Manager (IT Helpdesk)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 1st and 2nd line IT support, as well as your familiarity with the ITIL framework. Use specific examples that demonstrate your leadership skills and technical expertise.
Showcase Technical Skills: In your application, emphasize your proficiency with IT service management (ITSM) tools and remote access solutions. Mention any relevant certifications, especially in ITIL, to strengthen your candidacy.
Highlight Leadership Experience: Discuss your previous experience in leading support teams. Provide examples of how you have mentored team members and improved operational performance through effective management.
Communicate Clearly: Since excellent communication skills are essential for this role, ensure your application is well-structured and free of errors. Clearly articulate your passion for leading support teams and your approach to resolving technical issues.
How to prepare for a job interview at Red King Resourcing
✨Show Your Leadership Skills
As an IT Service Desk Manager, you'll need to demonstrate your ability to lead and mentor a team. Be prepared to share examples of how you've successfully managed teams in the past, highlighting your leadership style and any challenges you've overcome.
✨Understand ITIL Best Practices
Since the role requires familiarity with the ITIL framework, make sure you can discuss its principles and how you've applied them in previous roles. Prepare to explain how you would ensure that support processes align with ITIL best practices.
✨Technical Proficiency is Key
Brush up on your technical knowledge, especially in areas like Windows OS, networking, and Office 365. Be ready to answer technical questions or even troubleshoot a hypothetical issue during the interview to showcase your expertise.
✨Prepare for Metrics Discussion
The role involves generating and reviewing service metrics, so be prepared to discuss how you've used metrics to improve operational performance in the past. Think of specific examples where data-driven decisions led to better outcomes.
