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- Tasks: Lead a dynamic team managing 1st and 2nd line support for IT services.
- Company: Join an industry-leading national company with a strong focus on customer service.
- Benefits: Enjoy a competitive salary, 10% bonus, and excellent benefits.
- Why this job: Be part of a collaborative culture that values leadership and innovation in IT support.
- Qualifications: Strong customer service experience and previous leadership in a service desk environment required.
- Other info: This is a permanent position based in Newcastle.
The predicted salary is between 45000 - 55000 £ per year.
Service Desk Manager Location: Newcastle Salary: £45-55k + 10% bonus + excellent benefits Type: Permanent An industry leading national company are looking for a Service Desk Manager to join the business to look after a large internal service desk function. You will be looking after a 1st and 2nd line team including team leaders and some change and delivery professionals. This company are looking for a customer focussed person who offer strong leadership and road mapping to ensure the continued services of the it services. This company are looking for someone with the following skills: * Strong customer facing experience * Experience working within a service desk * Experience resolving application support issues * Ability to escalate issues effectively to developers * Experience managing or improving a service desk * Previous leadership experience with mentoring, coaching, setting KPI\’s and SLA\’s * ITIL * Strong stakeholder management skills Apply today for consideration. AMRT1_UKTJ …
IT Service Desk Manager employer: Reed Technology Careers
Contact Detail:
Reed Technology Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Make sure to highlight your customer-facing experience during the interview. Share specific examples of how you've successfully managed client relationships and resolved issues, as this will resonate well with our focus on customer service.
✨Tip Number 2
Prepare to discuss your experience with ITIL practices. Familiarize yourself with key ITIL concepts and be ready to explain how you've implemented them in previous roles to improve service desk operations.
✨Tip Number 3
Showcase your leadership skills by discussing your approach to mentoring and coaching team members. Be prepared to share how you've set KPIs and SLAs in the past and the impact it had on team performance.
✨Tip Number 4
Demonstrate your problem-solving abilities by preparing examples of application support issues you've resolved. Highlight your escalation process and how you effectively communicated with developers to ensure timely solutions.
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing service desks and leading teams. Emphasize your customer-facing skills and any relevant ITIL certifications.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role of Service Desk Manager. Mention specific examples of how you've successfully managed teams and improved service desk operations.
Highlight Relevant Experience: When detailing your work history, focus on your experience with 1st and 2nd line support, as well as any leadership roles. Include metrics or KPIs that demonstrate your success in previous positions.
Showcase Stakeholder Management Skills: Discuss your experience in managing stakeholders effectively. Provide examples of how you've communicated with different teams and escalated issues to developers in past roles.
How to prepare for a job interview at Reed Technology Careers
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on mentoring and coaching. Highlight any specific KPIs or SLAs you've set and achieved.
✨Emphasize Customer Focus
This role requires a strong customer-facing approach. Be ready to discuss how you've handled customer interactions, resolved issues, and improved service delivery. Share specific instances where your customer service skills made a difference.
✨Discuss Your ITIL Knowledge
Since ITIL experience is essential for this position, brush up on your ITIL knowledge. Be prepared to explain how you've applied ITIL principles in your previous roles, particularly in managing or improving service desk operations.
✨Prepare for Technical Questions
Expect questions related to application support and issue resolution. Review common technical problems that arise in service desks and think about how you would escalate issues effectively to developers. This will show your problem-solving skills and technical understanding.
