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- Tasks: Lead the Service Desk Team to deliver top-notch IT and Cyber Security services.
- Company: Join Air IT, a leading MSP with a strong track record and exciting future.
- Benefits: Enjoy hybrid working, 25 days leave, and ongoing learning opportunities.
- Why this job: Make a real impact while fostering a culture of innovation and support.
- Qualifications: Experience in service desk management and strong communication skills required.
- Other info: We value diversity and inclusivity; everyone is welcome here!
The predicted salary is between 36000 - 60000 £ per year.
Are you a dynamic leader with a passion for delivering exceptional IT support? Do you thrive in a fast-paced environment where customer satisfaction and team development go hand in hand? If so, Air IT is looking for you.
We’re seeking a Service Desk Manager to lead and inspire our service desk leadership team—and where needed, our engineering team—to deliver a high-performing, customer-focused service. You’ll play a key role in shaping the future of our service delivery, ensuring we not only meet but exceed client expectations while driving operational efficiency and profitability.
What You’ll Be Doing
- Leading the service desk team to deliver outstanding customer engagement and service performance.
- Ensuring the team is skilled, resourced, and ready to meet current and future demands.
- Coaching and developing team leaders and engineers through regular 1-2-1s and clear objectives.
- Building strong client relationships and maintaining effective communication channels.
- Tracking and reporting on service performance and progress against KPIs.
- Owning and embedding service desk procedures and best practices.
- Supporting the integration of new services, customers, and acquisitions.
- Acting as an escalation point for out-of-hours service issues.
- Upholding our ISO27001-aligned Information Security Management System (ISMS).
What We’re Looking For
- Proven experience managing and leading a high-performing Service Desk.
- Strong background in major incident management.
- Excellent communication and interpersonal skills.
- Experience in a Managed Service Provider (MSP) or similar environment.
- Ability to remain calm and effective under pressure.
- Flexibility with working hours.
- ITIL certification.
- Previous technical background.
- Experience with ConnectWise.
- Full, valid UK driving licence.
Why Join Air IT?
At Air IT, we’re passionate about people—our clients and our team. You’ll be part of a collaborative, forward-thinking environment where innovation is encouraged, and your development is supported. We offer a clear career pathway, ongoing training, and the opportunity to make a real impact.
Ready to lead from the front and shape the future of our service delivery?
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Service Desk Manager employer: Air IT Limited
Contact Detail:
Air IT Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with the latest trends in IT service management and cyber security. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Network with current or former employees of Air IT on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your leadership skills and ability to manage a service desk effectively. Be ready to discuss how you've driven performance improvements in previous roles.
✨Tip Number 4
Research Air IT's recent projects and achievements. Being knowledgeable about their work will show your genuine interest in the company and help you articulate how you can contribute to their mission.
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 managing service desks and leading teams. Use specific examples that demonstrate your leadership skills and technical background, particularly in an MSP environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT and Cyber Security services. Mention how your previous experiences align with the responsibilities of the Service Desk Manager role and how you can contribute to Air IT's mission.
Highlight Relevant Skills: In your application, emphasise your exceptional communication skills and any major incident management experience. If you have worked with ConnectWise or have a flexible approach to working hours, make sure to include this information.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial role.
How to prepare for a job interview at Air IT Limited
✨Showcase Your Leadership Skills
As a Service Desk Manager, your ability to lead and inspire a team is crucial. Be prepared to discuss your previous leadership experiences, how you've motivated teams, and any specific strategies you've implemented to improve service delivery.
✨Demonstrate Technical Knowledge
Given the technical background required for this role, brush up on your knowledge of IT and Cyber Security services. Be ready to discuss your experience in an MSP environment and any relevant tools like ConnectWise that you have used.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and incident management experience. Think of examples from your past where you successfully managed major incidents or improved service performance, and be ready to share these stories.
✨Emphasise Communication Skills
Exceptional communication is key for this role. Prepare to demonstrate how you've effectively communicated with clients and team members in the past. Consider discussing how you handle service review meetings and maintain strong client relationships.
