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For Companies At a Glance
- Tasks: Lead a team of service desk technicians to provide top-notch IT support.
- Company: Join a dynamic company focused on delivering excellent IT and Telecommunication services.
- Benefits: Enjoy a permanent role with opportunities for growth and development.
- Why this job: Be part of a supportive culture that values process improvement and customer satisfaction.
- Qualifications: Previous experience in a Service Desk Manager role and strong ITIL knowledge required.
- Other info: This role is based in Newcastle, requiring four days in the office.
The predicted salary is between 36000 - 60000 £ per year.
The Opportunity:
We're on the lookout for an experienced Service Desk Manager who has an excellent understanding of ITIL and process implementation. In this role, you'll lead and inspire four service desk technicians, ensuring excellent IT and Telecommunication support.
The Role:
You'll supervise daily service desk activities, ensuring swift resolution of user issues, monitor metrics to meet SLAs, and maintain high service standards. You'll also manage customer satisfaction, address escalated issues, and build strong relationships with stakeholders. Additionally, you'll identify and implement process improvements, oversee incident and problem management, and prepare performance reports.
Who You'll Be:
- You will have previous experience in a Service Desk Team Lead or Manager role.
- You will have a strong understanding of ITIL principles.
- You will have previous experience of working on a busy Service Desk.
- You will be proficient in using service management software.
- You will be knowledgeable of IT infrastructure, including hardware, software, and network systems.
The role requires you to be in the office four days per week in Newcastle and is a permanent role. If you are interested, please apply now!
Service Desk Manager employer: 1370939
Contact Detail:
1370939 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL principles and be ready to discuss how you've applied them in your previous roles. This will show us that you not only understand the framework but can also implement it effectively.
✨Tip Number 2
Prepare examples of how you've led a team in a service desk environment. Highlight specific challenges you faced and how you motivated your team to achieve high service standards.
✨Tip Number 3
Research our company culture and values. Being able to articulate how your personal values align with ours will help you stand out as a candidate who fits well within our team.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the role and the team dynamics, which can be invaluable during your interview.
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 service desk management and your understanding of ITIL principles. Use specific examples from your previous roles to demonstrate your leadership skills and technical knowledge.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with the job requirements, particularly your experience in managing service desk teams and improving processes.
Highlight Relevant Skills: When detailing your experience, focus on skills that are crucial for the role, such as incident management, customer satisfaction, and proficiency in service management software. Use metrics to showcase your achievements where possible.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are key traits for a Service Desk Manager.
How to prepare for a job interview at 1370939
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL principles during the interview. Be prepared to discuss how you've implemented these processes in previous roles and how they improved service delivery.
✨Demonstrate Leadership Skills
As a Service Desk Manager, you'll be leading a team. Share examples of how you've inspired and motivated your team in the past, and how you handle conflict or escalated issues effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare scenarios where you've successfully resolved user issues or improved service desk operations, and explain your thought process.
✨Know the Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to service desks. Be ready to discuss how you monitor these metrics to ensure SLAs are met and how you use them to drive improvements.
