At a Glance
- Tasks: Lead and develop a high-performing Service Desk team to deliver exceptional support.
- Company: Join a leading Microsoft Partner known for its modern approach to IT services.
- Benefits: Competitive salary up to £60,000 and state-of-the-art office environment.
- Other info: Opportunity for continuous improvement and career growth in a dynamic setting.
- Why this job: Make a real impact in a growing organisation focused on technology and people development.
- Qualifications: Experience in managing technical support teams and knowledge of SLAs and KPIs.
The predicted salary is between 60000 - 60000 £ per year.
Are you an experienced Service Desk Manager looking to join a leading Microsoft Partner with a genuinely modern approach to managed IT services?
We're working with an established and growing technology business in Preston that has built an excellent reputation for delivering high-quality Microsoft solutions and managed services to its customers.
This is a business that has invested heavily in its people, technology and working environment.
You'll be based from a state-of-the-art office, working with modern technology, established systems and well-developed processes and procedures designed to enable the technical team to deliver an exceptional service.
They're now looking for a Service Desk Manager to take ownership of their support operation and play a key role in its continued development.
- Why this opportunity stands out
- Join a leading Microsoft Partner with a strong reputation in the market.
- Work from a state-of-the-art Preston office and modern technical environment.
- Join a business investing in the latest Microsoft technologies and solutions.
- Established processes, procedures and systems – this isn't an environment where you'll be expected to build everything from scratch.
- Genuine opportunity to influence how the Service Desk continues to develop.
- Work alongside experienced technical professionals in a business that takes service delivery seriously.
- Join an ambitious, growing organisation with a strong focus on developing its people.
The Role
You'll take ownership of the day-to-day performance and development of the Service Desk, ensuring the technical team delivers consistently high standards of support.
This is more than simply managing a ticket queue.
You'll have responsibility for people, performance, process and customer experience, while continuously looking for ways to make an already established operation even better.
You'll be responsible for
- Leading, motivating and developing the Service Desk team.
- Managing day-to-day Service Desk performance.
- Monitoring SLAs, KPIs, ticket volumes, response times and resolution performance.
- Ensuring tickets are correctly prioritised, escalated and resolved.
- Managing workloads and resources across the team.
- Running regular 1-to-1s, performance reviews and development plans.
- Coaching and mentoring technical engineers.
- Managing customer and technical escalations.
- Driving continuous improvement across processes and procedures.
- Identifying recurring issues and implementing long-term improvements.
- Working closely with senior leadership and other technical teams.
- Maintaining exceptional levels of customer service.
- Supporting recruitment and onboarding as the team continues to develop.
What we're looking for
You'll ideally already be working as a
Service Desk Manager | IT Support Manager | Helpdesk Manager | Technical Support Manager | Service Delivery Manager
You'll have experience leading technical support engineers within an MSP, Microsoft Partner or managed services environment and understand what a high-performing Service Desk should look like.
You'll also bring strong knowledge of SLAs, KPIs, ticket management, technical escalations and Microsoft environments, alongside the leadership skills required to get the best from a technical team.
Interested?
If you're looking for your next Service Desk leadership role and want to join a high-quality Microsoft Partner offering excellent technology, modern facilities, established processes and genuine opportunity to make an impact, we'd love to speak with you.
Apply today for a confidential conversation.
Service Desk Manager in Preston employer: Allegiance Group
Allegiance Group is an exceptional employer for IT Support Engineers, offering a dynamic work environment in Preston where cutting-edge technology and innovation are at the forefront. With a commitment to employee growth through paid Microsoft qualifications and a supportive team culture, you will have ample opportunities to advance your career while enjoying perks like a state-of-the-art office and annual company trips. Join us to be part of a forward-thinking MSP that values your skills and fosters continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Preston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allegiance Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allegiance Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in Preston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allegiance Group:Your cover letter is your chance to shine! Tell us why you want to work at Allegiance Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allegiance Group!
How to prepare for a job interview at Allegiance Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
