At a Glance
- Tasks: Lead a high-performing Service Desk team and ensure top-notch customer support.
- Company: Join a dynamic Managed Service Provider focused on innovation and excellence.
- Benefits: Competitive salary, professional development, and opportunities for growth.
- Other info: Embrace a culture of accountability and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and leading a talented team.
- Qualifications: 2+ years in Service Desk leadership with strong team development skills.
The predicted salary is between 47250 - 57750 £ per year.
As a Customer IT Support Manager, you will take full leadership and accountability for a Service Desk / Pro Serv POD within a
Managed Service Provider environment.
You will be responsible for end-to-end service performance, customer experience, team development, and operational excellence.
Your core purpose is to ensure customers receive an effortless, reliable, and high quality support experience while leading and developing a high performing team of engineers.
This is a leadership role that blends people management, service ownership, financial awareness, and strategic contribution. You will ensure the Team operates as a trusted, structured, and customer centric function aligned to business growth.
- What You Will Work On
- Lead, mentor, and develop a high performance Service Desk team aligned to company values.
- Create a culture of accountability, ownership, and collaboration.
- Provide regular one to ones, structured feedback, and tailored development plans.
- Recognise success and address performance challenges constructively.
- Ensure clear communication, trust, and shared purpose across the POD.
- Service Delivery Ownership
- Take full accountability for SLA performance, CSAT, service quality, and escalation management.
- Act as the primary escalation point for critical incidents and customer concerns.
- Ensure calm, confident, and structured handling of service challenges.
- Build strong, trust based customer relationships through regular engagement.
- Turn service issues into opportunities to strengthen long term partnerships.
Effortless Customer Experience is central to this role and means
- Clear and proactive communication
- Strong ownership from first contact to resolution
- Minimal disruption to customers
- Consistent and predictable delivery
- Structured, professional escalation handling
You will embed this mindset into the team’s culture and processes so service quality is consistent and not dependent on individuals.
- MSP Operational Excellence
- Operate effectively within an MSP model, balancing commercial pressure, contractual obligations, and customer expectations.
- Maintain oversight of ticket queues, workload prioritisation, and performance trends.
- Ensure smooth onboarding of new customers and seamless handover from Projects to Support.
- Drive root cause analysis and long term solutions rather than reactive fixes.
- Ensure governance, reporting, and system accuracy across all Service Desk tooling.
- Define and manage KPIs relating to SLA, CSAT, quality, productivity, and efficiency.
- Use data and insight to inform decision making and drive improvement.
- Identify process enhancements to reduce friction and increase consistency.
- Champion continual service improvement aligned to industry best practice.
- Process, Technology & Innovation
- Review and optimise Service Desk processes to improve both efficiency and customer experience.
- Drive adoption of automation, tooling, and AI where appropriate.
- Stay informed on MSP market trends and emerging technologies.
- Challenge existing ways of working to identify smarter, simpler approaches.
- Financial & Strategic Contribution
- Manage Team budget responsibly, supporting forecasting and financial planning.
- Ensure effective resource allocation to meet service and margin targets.
- Align team objectiveswith wider company strategy andlong termgrowth plans.
- Contribute to department profitability through structured, commercially aware service delivery.
- Main Tasks
- Lead and develop the team to achieve measurable performance improvements.
- Conduct regular one to ones, performance reviews, and tailored training plans.
- Own customer escalations and ensure transparent, structured problem management.
- Maintain cadence of customer meetings, reporting, and engagement.
- Monitor SLA performance and quality scores.
- Oversee onboarding and internal handovers between Sales, Projects, and Support.
- Collaborate with Professional Services, Business Development, and Leadership teams.
- Drive long term improvements in service consistency and customer satisfaction.
- Measurable Outcomes
- Consistent achievement of SLA and quality targets.
- Improved CSAT and strengthened customer loyalty.
- Reduced customer churn through proactive service improvement. Demonstrable efficiency gains through process and AI adoption.
- Improved team performance through coaching and structured development.
- Delivery of departmental margin and financial targets.
Qualifications & Requirements
- Right to Work in the UK
- Full UK Driving License
- Willingness to attend customer sites where required
- Subject to security and pre employment checks including DBS, references.
Experience & Knowledge
- Minimum 2 years in a similar Service Desk / Pro Serv leadership role, 3 years desirable.
- Strong experience within an MSP environment.
- Proven experience developing and mentoring teams.
- Experience aligning team objectives to wider business strategy.
- Commercial awareness with exposure to budgeting and financial oversight.
- Experience using data to drive performance improvement.
Strong working knowledge of
- Incident, Problem, and Change Management
- MSP Service Desk tooling and KPI reporting
- Data driven service performance management
- #J-18808-Ljbffr
Customer IT Support Manager in Peterborough employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer IT Support Manager in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. 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 Allscreens Nationwide Ltd 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 Customer IT Support Manager in Peterborough
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 Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd 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 Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨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.
