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- Tasks: Lead and manage the Service Desk, ensuring top-notch IT service delivery.
- Company: Join a dynamic charity-focused team in Central London.
- Benefits: Enjoy gym contributions, health plans, hybrid work, and extra leave on your birthday.
- Other info: Great opportunity for career growth and impactful work with charities.
- Why this job: Make a real difference in the not-for-profit sector while enhancing your tech skills.
- Qualifications: Experience in ITIL framework and strong customer service skills required.
The predicted salary is between 50000 - 55000 £ per year.
Based: Onsite with our client, Central London
Type: Full-time
Salary: £50-55k
Eligibility: You must be eligible to work in the UK
About the role
We are expanding our team and seeking a Service Desk Manager who will enjoy building up genuine and lasting relationships with our clients. This role will be customer facing, with matrix management of the customer’s own Service Desk team.
Responsibilities
- Leading and managing the Service Desk end-to-end, overseeing daily operation of the Service Desk, ensuring adherence to the SLA.
- Working closely with Service Delivery colleagues on continual improvements.
- Helping to improve the knowledge base and documentation maintenance.
- Coordinating Major Incident responses and feeding into Problem Management – with the full support of your colleagues.
The role offers the chance to show off your interpersonal, analytical and service delivery skills as you help implement Continual Service Improvement plans at a large charity. It’s perfect for anyone with a passion for technology who is excited by the prospect of working closely with clients to positively impact their IT Service Delivery.
Key Skills
- Experience as a Service Desk Manager within the ITIL framework.
- Ability to work independently within the agreed desired outcomes.
- Ability to influence within a matrix structure.
- Excellent customer service and customer rapport building, including the identification of key stakeholders.
- Desire to work within the not-for-profit sector, working closely with charities delivering needed services to beneficiaries.
- Experience working within healthcare beneficial.
- Experience working with technical and non-technical business personnel at various levels, articulating technical and service delivery principles.
- Strong attention to detail.
- Well organised, proactive and has excellent troubleshooting skills.
- Ability to demonstrate tangible improvement progress through documented reports and stakeholder management.
- Project/programme management experience is advantageous.
Benefits
- Gym membership contribution.
- Health Cash Plan.
- Increased annual leave with length of service.
- Free annual leave on your birthday.
- Length of service bonus.
- Hybrid working.
- Free Will Writing service.
- And more!
IT Service Desk Manager employer: Academia Ltd.
Contact Detail:
Academia Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission, especially since this role is within the not-for-profit sector. Tailor your responses to show how your skills align with their goals and values.
✨Tip Number 3
Practice your soft skills! As a Service Desk Manager, you’ll need to demonstrate excellent customer service and rapport-building abilities. Role-play common interview scenarios with a friend to boost your confidence and refine your approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that Service Desk Manager role!
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience with ITIL, customer service, and any relevant project management skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for technology and your desire to work in the not-for-profit sector. Let us know why you’re excited about this opportunity and how you can make a difference.
Show Off Your Interpersonal Skills: Since this role is all about building relationships, make sure to highlight your interpersonal skills in your application. Share examples of how you've successfully managed teams or improved service delivery in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Academia Ltd.
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL principles in your previous roles, especially in managing a Service Desk. This will show that you understand the framework and can lead the team effectively.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, prepare examples of how you've built strong relationships with clients in the past. Think about specific situations where you turned a challenging interaction into a positive experience. This will highlight your interpersonal skills and commitment to excellent service.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss how you've handled major incidents and contributed to problem management in your previous positions. Share specific examples of how you coordinated responses and implemented improvements, as this will showcase your analytical skills and proactive approach.
✨Prepare for Questions on Continuous Improvement
The role involves implementing Continual Service Improvement plans, so think about how you've contributed to similar initiatives before. Prepare to discuss your experience with improving processes and documentation, as well as how you measure success in these areas.