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For Companies At a Glance
- Tasks: Lead and develop a dynamic service desk team while enhancing customer support.
- Company: Join an award-winning tech company that's rapidly growing and innovating.
- Benefits: Enjoy a competitive salary, bonuses, and the chance to shape your role.
- Why this job: Perfect for those wanting to advance their career with autonomy and impact.
- Qualifications: Must have extensive IT Service Desk Management experience and strong ITIL knowledge.
- Other info: This is a permanent, onsite role in Milton Keynes.
The predicted salary is between 40000 - 60000 £ per year.
Vivo Talent is working with an award-winning, fast growing technology business who are looking to add to their team. They’re looking for an experienced Service Desk Manager who is confident in their ability to lead and evolve their service desk and service delivery operations. As the Service Desk Manager you will oversee first and second line support while looking to drive efficiency throughout.
This is a fantastic opportunity for someone looking to take the next step in their career and have autonomy in the way that this service desk is shaped.
Key Responsibilities:- Lead and develop the service desk team, promoting a customer-first culture.
- Define and document SOPs for 1st/2nd line support and internal processes.
- Monitor and improve CSAT/NPS scores, first-contact resolution and SLA adherence.
- Deliver service performance reports, dashboards and Quarterly Business Reviews (QBRs).
- Collaborate with stakeholders to align service delivery with business objectives.
- Support vendor management, contract negotiations and cost efficiency efforts.
- Extensive experience working within IT Service Desk Management.
- Strong knowledge of ITIL processes and service management.
- Proven success improving CSAT/NPS and managing KPIs/SLAs.
- Excellent leadership, customer service and strategic thinking skills.
- Experience in MSP, telecoms or networking environments (desirable).
Service Desk Manager employer: Vivo Talent Solutions
Contact Detail:
Vivo Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with the latest ITIL frameworks and best practices. Being able to discuss how you've implemented these in previous roles will show your expertise and commitment to service management.
✨Tip Number 2
Prepare specific examples of how you've improved CSAT/NPS scores in past positions. Highlighting measurable outcomes will demonstrate your ability to drive customer satisfaction effectively.
✨Tip Number 3
Research the company’s current service desk operations and think about potential improvements you could suggest. This proactive approach will impress during interviews and show your strategic thinking skills.
✨Tip Number 4
Network with professionals in the IT service management field, especially those who have experience in MSP or telecoms environments. Building connections can provide valuable insights and potentially lead to referrals.
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 in IT Service Desk Management and your knowledge of ITIL processes. Use specific examples that demonstrate your leadership skills and success in improving CSAT/NPS scores.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with the key responsibilities listed in the job description, particularly your ability to lead a service desk team and drive efficiency.
Highlight Relevant Achievements: When detailing your work experience, focus on quantifiable achievements such as improvements in SLA adherence or successful vendor management. This will help you stand out as a candidate who can deliver results.
Showcase Soft Skills: Don't forget to mention your soft skills, such as strategic thinking and customer service excellence. These are crucial for a Service Desk Manager and should be woven into your application to demonstrate your fit for the role.
How to prepare for a job interview at Vivo Talent Solutions
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on promoting a customer-first culture and driving efficiency.
✨Understand ITIL Processes
Make sure you have a solid grasp of ITIL processes and service management principles. Be ready to discuss how you've applied these in previous roles, particularly in improving CSAT/NPS scores and managing KPIs/SLAs.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Think about challenges you've faced in service desk management and how you overcame them, especially in relation to vendor management and contract negotiations.
✨Demonstrate Your Analytical Skills
Since delivering service performance reports and dashboards is part of the role, be prepared to discuss how you've used data to drive decisions in your previous positions. Highlight any experience with monitoring and improving service metrics.
