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- Tasks: Lead and mentor the helpdesk team while ensuring exceptional customer service.
- Company: Join a legacy business dedicated to inspiring young people in IT.
- Benefits: Enjoy flexible working hours, private medical insurance, and employee discounts.
- Why this job: Make a real impact on tech support and help shape future IT professionals.
- Qualifications: Proven MSP helpdesk experience with strong IT knowledge; managerial experience preferred.
- Other info: Be part of a mission to support 1000 young people into IT apprenticeships.
The predicted salary is between 36000 - 60000 £ per year.
It should be a place where you are inspired to become the best version of you, to help others achieve their goals and dreams and have an impact on the World as a whole.
To be the best IT support company.
To help our people be the best version of themselves.
To support and help 1000 young people into IT apprenticeships….
This is a massive goal for a small business but we believe it is possible.
Unlike most other businesses, we are building a legacy business – something that will have an impact for generations to come.
We are seeking an experienced IT Helpdesk Manager to develop our technical support team and ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical users. This role is crucial to improve and maintain the efficiency of our helpdesk operations, enhance our customer satisfaction and grow our business.
Lead and manage the helpdesk team, providing guidance, mentorship and support.
Coordinate with the Projects and Security teams to help designate and implement new infrastructure and services.
Implement and ensure the helpdesk team meet SLAs, ensuring timely response and resolution of support tickets.
Help develop and maintain relevant and up to date knowledge base containing documentation of internal SOPs, internal technical processes, customer infrastructure and service, and public customer guides.
Plan and implement ongoing training for team members to assist their professional development.
Analyze helpdesk metrics and performance indicators to identify trends, bottlenecks, and areas for improvement.
Proven experience in a MSP helpdesk, with previous managerial experience preferred.
Strong understanding of IT including Servers, Networks, Security, Microsoft cloud technologies.
Proficiency in using helpdesk software such as Connectwise Manage, Datto RMM, IT Glue.
A customer-focused mindset with a commitment to delivering outstanding service.
Relevant certifications in IT support or management would be advantageous but are not mandatory.
Join us in this pivotal role where you can make a significant impact on our organisation’s technical support capabilities while fostering a culture of excellence within your team.
Flexible working times
Company Pension
Employee Discounts
Free On-site Parking
Private Medical Insurance
Private Dental Insurance
Sick Pay
Additional Leave
Company Events
Service Desk Manager - ITIL employer: Absolutely PC Ltd
Contact Detail:
Absolutely PC Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - ITIL
✨Tip Number 1
Showcase your leadership skills during the interview. Prepare examples of how you've successfully managed a team in the past, focusing on mentorship and support. This will demonstrate that you can lead our helpdesk team effectively.
✨Tip Number 2
Familiarize yourself with the specific helpdesk software mentioned in the job description, like Connectwise Manage and Datto RMM. Being able to discuss your experience with these tools will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss how you would analyze helpdesk metrics and performance indicators. Think about trends you've identified in previous roles and how you implemented changes based on those insights to improve service delivery.
✨Tip Number 4
Emphasize your customer-focused mindset. Be ready to share specific instances where you went above and beyond to ensure customer satisfaction, as this aligns perfectly with our commitment to delivering outstanding service.
We think you need these skills to ace Service Desk Manager - ITIL
Some tips for your application 🫡
Understand the Company Vision: Take some time to understand the company's mission of inspiring individuals and helping them achieve their goals. Reflect this understanding in your application to show that you align with their values.
Highlight Relevant Experience: Make sure to emphasize your previous experience in IT helpdesk management, particularly in a Managed Service Provider (MSP) environment. Use specific examples to demonstrate your leadership skills and technical knowledge.
Showcase Customer-Focused Mindset: Since the role emphasizes outstanding customer service, include examples of how you've successfully managed customer relationships and improved satisfaction in past roles.
Tailor Your Application: Customize your CV and cover letter to reflect the specific requirements mentioned in the job description, such as familiarity with helpdesk software and IT systems. This will help you stand out as a candidate who is well-suited for the position.
How to prepare for a job interview at Absolutely PC Ltd
✨Show Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate strong leadership abilities. Be prepared to share examples of how you've successfully led a team in the past, focusing on mentorship and support.
✨Understand IT Systems Deeply
Make sure you have a solid grasp of IT systems, including servers, networks, and security. Be ready to discuss your experience with Microsoft cloud technologies and any helpdesk software you've used.
✨Emphasize Customer Service Excellence
This role is all about delivering outstanding service. Prepare to talk about your customer-focused mindset and provide examples of how you've improved customer satisfaction in previous roles.
✨Discuss Metrics and Improvement Strategies
Be ready to analyze helpdesk metrics and performance indicators. Share your insights on identifying trends and bottlenecks, and discuss strategies you've implemented to enhance efficiency and service delivery.
