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- Tasks: Lead and mentor the Support Desk team while driving technical excellence.
- Company: Fast-growing Managed Service Provider with a focus on innovation.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Shape the future of service delivery and enhance customer experiences.
- Qualifications: Proven MSP leadership experience and strong technical knowledge.
- Other info: Join a dynamic team and make a real impact in the tech industry.
The predicted salary is between 36000 - 60000 £ per year.
A well established and fast-growing Managed Service Provider are on the market for a Service Desk Support Manager. This is a leadership role overseeing the Support Desk, driving excellence, performance and technical innovation. If you’re a proven MSP leader who thrives on improving organisations, elevating customer experience and guiding technical teams this is the perfect opportunity!
As the Service Desk Lead, you will take ownership of day-to-day technical operations and act as the primary escalation point for complex issues, playing a key role in shaping the MSP’s service offerings. Working closely with the Technical Director and Service Delivery Manager, you will ensure that clients receive a consistently high-quality service while helping the business evolve strategically.
Key Responsibilities- Lead, mentor and develop Support Desk and Onsite Project teams.
- Oversee training, development plans and performance reviews.
- Set and monitor KPI’s and SLA’s to drive excellence.
- Foster a culture of collaboration, accountability and continuous improvement.
- Ensure effective workforce planning and scheduling.
- Act as the senior technical escalation point for advanced support issues.
- Oversee daily Support Desk and Project performance to maintain SLA targets.
- Work closely with the Service Delivery Manager to uphold exceptional service.
- Drive improvements in efficiency, first-time fix rates and client satisfaction.
- Build strong relationships with customers to support retention and growth.
- Report directly to the Technical Director as part of the senior leadership team.
- Provide regular performance and service reports with actionable insights.
- Support strategic initiatives such as product development, technology adoption and service innovation.
- Analyse service trends and identify improvements to boost profitability and customer success.
- Formal qualifications such as ITIL or PRINCE2.
- Experience presenting service and performance data to senior stakeholders.
- Cyber Security best practices.
- Proven background as a support desk lead or similar MSP leadership role.
- Strong technical knowledge across Microsoft 365, Networking, Virtualisation, security services and Managed Services.
- Experience managing Support Desk teams.
- Demonstrated success improving operational processes and service efficiency.
- Strong diagnostic and problem-solving abilities.
- Experience acting as a senior technical escalation point.
- Solid understanding of MSP-focused cyber-security best practices.
If you’re an MSP technical leader looking for your next step, we’d love to hear from you. Apply today or contact Arden Resourcing for a confidential discussion.
Service Desk Support Manager - Birmingham/Hybrid employer: Arden Resourcing Limited
Contact Detail:
Arden Resourcing Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support Manager - Birmingham/Hybrid
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local tech meetups or online webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. Demonstrating your technical prowess and leadership experience can really set you apart from the competition.
✨Tip Number 3
Prepare for those tricky questions! Research common interview questions for Service Desk Support Managers and practice your responses. We want you to feel confident and ready to tackle anything that comes your way during the interview.
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot a quick thank-you email to express your appreciation for the opportunity. It’s a great way to keep your name fresh in their minds and show your enthusiasm for the role.
We think you need these skills to ace Service Desk Support Manager - Birmingham/Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Support Manager role. Highlight your MSP experience and any leadership roles you've held, as we want to see how you can drive excellence in our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experience and how your technical knowledge can benefit our service offerings. Keep it engaging and relevant!
Showcase Your Achievements: Don’t just list your responsibilities; share your successes! Whether it's improving KPIs or leading a project, we want to know how you've made a difference in your previous roles. Numbers and specific examples work wonders!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Arden Resourcing Limited
✨Know Your MSP Inside Out
Before the interview, make sure you research the Managed Service Provider thoroughly. Understand their service offerings, client base, and any recent news or developments. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Service Desk Support Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams, mentored staff, and driven performance improvements in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready for Technical Questions
Expect to face technical questions related to Microsoft 365, networking, and cyber security best practices. Brush up on these topics and be prepared to discuss how you've handled complex technical issues in the past. This will highlight your expertise and reassure them of your capabilities.
✨Prepare Questions for Them
Interviews are a two-way street, so prepare insightful questions to ask the interviewers. Inquire about their current challenges, team dynamics, or future projects. This shows that you're not just interested in the role, but also in how you can contribute to their success.
