At a Glance
- Tasks: Lead a dynamic team in managing a busy ITIL service desk environment.
- Company: Established global software house with a strong reputation and growth.
- Benefits: Competitive salary, health insurance, 25 days holiday, and free parking.
- Other info: Join a successful company with a focus on innovation and career development.
- Why this job: Drive change and deliver world-class service while developing your leadership skills.
- Qualifications: Experience in service desk management and excellent communication skills.
The predicted salary is between 35000 - 40000 £ per year.
Location: East Midlands
Industry: IT
Salary: £35000 - £40000 per annum + Pension, Health, 25 days
Description:
- Service Desk Manager, Helpdesk Manager, Customer Support Manager, ITIL, SLA/KPI, Customer Service, CRM, Salesforce, Incident Management, Line-management – Nottingham
Do you have excellent service desk management experience? Have you managed teams of 15+? Can you drive change and lead from the front?
If the answer is yes, then read on as I have got a cracker of a role for you…. International Software House in the Nottingham area is looking for a Service Desk Manager who has been there, designed, thrown away and redesigned the t.shirt (if you know what I mean?) we are looking for experience.
Managing a busy ITIL service desk environment you will be looking after a team of 20 analysts supporting at 1st and 2nd Line level in a B2B situation. You will be the bridge between other areas of the business and maintain and develop these relationships. Another key requirement of this role is to drive forward the relationships with external clients, build on the service they receive already and make it a truly world-class service desk. SLA/KPI setting, Customer review meetings etc.
It goes without saying that excellent communication and time management skills are required, the ability to engage with all members of staff, lead, inspire and deliver.
The Back Pocket: 35-40K (maybe more for a superstar) base salary, 25 days holiday (buy & sell), Health/Life insurance plus more (including free parking).
This client has been established for almost 30 years; they are a UK success story and have been expanding constantly for the last 18 months. Beating all company targets and running at a profit. They offer stability and excellent training. Commanding a large chunk in the SME/LME market for this enterprise product they are excited about their future and investing heavily in new product development. Multiple UK offices. Award winning.
Candidates of all ages and backgrounds will be considered for this role.
Service Desk Manager – ITIL Nottingham – Global Software House employer: Ascent People Ltd
Ascent People Ltd is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Warrington. With a strong emphasis on employee growth, you will have the opportunity to mentor junior team members while developing impactful business strategies in a supportive hybrid environment. Enjoy the unique advantage of flexible working arrangements, allowing you to balance professional development with personal commitments.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager – ITIL Nottingham – Global Software House
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ascent People 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 Ascent People 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 Service Desk Manager – ITIL Nottingham – Global Software House
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 Ascent People Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Ascent People 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 Ascent People Ltd!
How to prepare for a job interview at Ascent People 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.
