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For Companies At a Glance
- Tasks: Manage support operations, triage tickets, and ensure client satisfaction in a dynamic eCommerce environment.
- Company: Join a top digital marketing business in Manchester, known for its friendly culture and growth opportunities.
- Benefits: Enjoy a competitive salary, pension, training budget, generous holidays, and regular social events.
- Why this job: Be at the forefront of client relations and support, with excellent career development prospects.
- Qualifications: Minimum 3 years in tech support or service delivery; agile experience preferred.
- Other info: Opportunity to grow the support team as the company expands.
The predicted salary is between 28000 - 42000 £ per year.
Service Desk Manager needed to join one of the North-West’s best eCommerce digital marketing businesses at their central Manchester office. If you have experience within a software house, eCommerce business or digital agency working with developers triaging support issues – this is a great role for you!
*1 day per week minimum in the Manchester office.
What skills you’ll be needing
- Minimum 3 years’ experience in a project management, technical support or service delivery role within the tech industry.
- Commercial awareness with the ability to monitor and report on support performance and budgets.
- Experience working with agile methodologies such as Scrum and Kanban and tracking deliverables through the SDLC.
- Passion for delivering excellent customer service and technical solutions.
- Ability to manage multiple support streams and client relationships simultaneously.
- Strong organisational and time-management skills.
- Willingness to learn and support with technical documentation and process optimisation.
- Adobe Commerce knowledge is highly advantageous, but not essential.
What you’ll be doing
You will be working closely with internal developers and account managers to maintain their superb client relationships managing their support operations. You will be the sole support professional initially responsible for the service desk triaging tickets, overseeing resolution, dealing with escalations and ensuring high levels of client satisfaction. Typical tickets will include issue resolution, training, minor feature requests, updates, and security patches on their eCommerce platform. You will be confident communicating with clients and internal stakeholders, managing support SLAs and KPIs, and working within agile environments. You will be comfortable running morning stand ups with the development team to discuss any tasks and impediments. There may be an occasional requirement to support with projects, such as technical audits and server migrations.
What you’ll get in return for your talents
This is a great opportunity to join a friendly, highly professional digital marketing specialist with excellent long term career development prospects. You can expect a competitive salary (£35-45K), pension, training budget, access to courses and conferences, generous hols, regular socials and more. As they continue to grow and add more clients there will be a need to grow the support team and you could be at the centre of that!
What’s next
Like the sound of this one? Send in your CV now for more info. #J-18808-Ljbffr
Service Desk Manager employer: ADLIB
Contact Detail:
ADLIB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with agile methodologies like Scrum and Kanban, as these are crucial for the role. Consider joining online forums or local meetups to discuss these practices with others in the industry.
✨Tip Number 2
Brush up on your technical support skills by engaging in mock scenarios or role-playing exercises. This will help you feel more confident when managing support tickets and communicating with clients.
✨Tip Number 3
Network with professionals in the eCommerce and digital marketing sectors. Attend industry events or webinars to connect with potential colleagues and learn about the latest trends and challenges in the field.
✨Tip Number 4
Research Adobe Commerce and its functionalities, even if it's not essential. Having a basic understanding can set you apart from other candidates and show your willingness to learn and adapt.
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 project management, technical support, and service delivery roles. Emphasise your familiarity with agile methodologies like Scrum and Kanban, as well as any relevant experience in eCommerce or digital agencies.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering excellent customer service and technical solutions. Mention specific examples of how you've managed multiple support streams and client relationships, showcasing your organisational skills.
Highlight Relevant Skills: Clearly outline your commercial awareness and ability to monitor and report on support performance and budgets. If you have knowledge of Adobe Commerce, be sure to include that as it is advantageous for this role.
Show Enthusiasm for the Role: Convey your excitement about the opportunity to work closely with developers and account managers. Mention your willingness to learn and support with technical documentation and process optimisation, which aligns with the company's needs.
How to prepare for a job interview at ADLIB
✨Showcase Your Technical Knowledge
Make sure to brush up on your technical skills relevant to the role, especially around eCommerce platforms and agile methodologies. Be prepared to discuss your experience with tools like Scrum and Kanban, as well as any specific software you've worked with.
✨Demonstrate Customer Service Passion
Since this role heavily focuses on client relationships, be ready to share examples of how you've delivered excellent customer service in the past. Highlight situations where you successfully resolved issues or improved client satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle support tickets. Think of specific scenarios from your previous roles where you triaged issues or managed escalations effectively.
✨Emphasise Organisational Skills
Given the need to manage multiple support streams, be prepared to discuss your time-management strategies. Share how you prioritise tasks and ensure that SLAs and KPIs are met while maintaining high-quality service.
