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- Tasks: Lead and inspire a high-performing Service Desk team to deliver exceptional customer support.
- Company: Join Air IT, a collaborative company passionate about service excellence and team development.
- Benefits: Enjoy perks like hybrid working, virtual GP access, and enhanced family leave.
- Other info: Inclusive workplace with opportunities for growth and innovation.
- Why this job: Shape the future of service delivery while making a real impact on client satisfaction.
- Qualifications: Proven experience in managing a Service Desk and strong communication skills required.
The predicted salary is between 40000 - 50000 ÂŁ per year.
Location: Leeds/Edinburgh
Reporting to: Head of Service Delivery
About the role
At Air IT, service excellence is at the heart of everything we do. As our Service Desk Manager, you'll play a pivotal role in leading, motivating and developing a highâperforming Service Desk team that delivers a consistently excellent, customerâfocused experience. You'll be accountable for service quality, team capability and operational efficiency, balancing client satisfaction with business objectives, profitability and continuous improvement. This is a key leadership role where you'll help shape how our Service Desk evolves to meet the needs of our clients today â and in the future.
What you'll be doing
- Leading and inspiring the Service Desk team to deliver a highâperforming, customerâfocused support service
- Ensuring the team is appropriately skilled, supported and resourced to meet current and future demand
- Maximising the performance of team leaders and technical engineers through clear objectives, regular 1âtoâ1s and ongoing development
- Owning and delivering against service performance measures, using insight and data to drive improvement
- Building strong, trusted relationships with clients and maintaining clear, effective communication channels
- Producing regular reporting to track performance against agreed targets
- Setting, tracking and reviewing team leader objectives to drive service excellence
- Owning, maintaining and embedding Service Desk processes and procedures
- Working closely with Project teams to ensure new services, customers and acquisitions are smoothly integrated with a positive customer experience
- Acting as an outâofâhours management escalation point when required
- Ensuring information security standards are met by complying with the ISMS and all relevant policies
What we're looking for
Essential experience and skills:
- Proven experience leading and managing a Service Desk function
- Experience managing major incidents in a fastâpaced environment
- Strong communication skills, with the ability to engage both technical and nonâtechnical audiences
- Experience working within an MSP or similar environment
- Ability to remain calm and effective under pressure
- Flexibility with working hours when business needs require it
- ITIL certification
- A previous technical background
- A current and valid driving licence
- Experience using ConnectWise
Why join Air IT?
At Air IT, our people make the difference. We're passionate about developing our teams, delivering brilliant service to our clients and creating an environment where everyone can do their best work. You'll be joining a supportive, collaborative business that values growth, innovation and doing the right thing.
The Benefits
Joining Air IT means unlocking a world of perks and opportunities, including:
- Virtual GP (24/7 access for you & family)
- Employee Assistance Programme (EAP)
- Group Life Assurance & Income Protection
- Time Off & Life Balance
- Celebration Day
- Annual Leave Purchase Scheme
- Enhanced Family Leave
- Cycle to Work & Technology Vouchers
- Discounts via Perks at Work
- Pension Scheme
- Optional Benefits (OptâIn)
- Hybrid working options
- Social events, competitions & incentives
- Discount & Cashback Scheme
- Life Insurance, EAP & Virtual GP
We are committed to fostering an inclusive, equitable, and diverse workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, communities, and experiences. If you require any adjustments during the recruitment process, please let us know.
Service Desk Manager in Edinburgh employer: Air IT Limited
Contact Detail:
Air IT Limited Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Service Desk Manager in Edinburgh
â¨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
â¨Tip Number 2
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, not like a robot. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
â¨Tip Number 3
Donât forget to prepare some questions for your interviewer! This shows that youâre engaged and serious about the role. Ask about team dynamics, challenges they face, or how success is measured in the Service Desk team.
â¨Tip Number 4
After the interview, send a quick thank-you email. Itâs a nice touch and keeps you fresh in their minds. Mention something specific from your conversation to make it personal. And remember, apply through our website for the best chance!
We think you need these skills to ace Service Desk Manager in Edinburgh
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience in leading teams and managing service desk functions, as well as any relevant ITIL certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about service excellence and how you can inspire a high-performing team. Be sure to mention specific examples from your past experiences that align with our values.
Showcase Your Communication Skills: Strong communication is key for this role. In your application, demonstrate your ability to engage both technical and non-technical audiences. We love seeing candidates who can bridge the gap between tech and customer service!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way to ensure your application gets to us quickly and efficiently. Plus, you'll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Air IT Limited
â¨Know Your Stuff
Make sure you brush up on your knowledge of service desk management and ITIL principles. Be ready to discuss your previous experiences leading a team, managing incidents, and how you've improved service delivery in the past.
â¨Showcase Your Leadership Skills
Prepare examples that highlight your ability to inspire and motivate a team. Think about specific situations where youâve set clear objectives or conducted effective one-on-ones that led to team improvements.
â¨Communicate Effectively
Practice explaining technical concepts in simple terms. Youâll need to demonstrate your ability to engage both technical and non-technical audiences, so think of ways to showcase your communication skills during the interview.
â¨Be Data-Driven
Familiarise yourself with key performance indicators relevant to service desks. Be prepared to discuss how youâve used data to drive improvements in service quality and operational efficiency in your previous roles.