At a Glance
- Tasks: Lead a high-performing service desk team and drive service excellence.
- Company: National technology company focused on innovation and growth.
- Benefits: Competitive salary, bonuses, up to 25 days holiday, and hybrid working.
- Other info: Dynamic environment with opportunities for career progression and personal development.
- Why this job: Shape support strategy and make a real impact in IT operations.
- Qualifications: Experience in managing service desks and excellent communication skills.
The predicted salary is between 40000 - 50000 € per year.
Our client, a national technology company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you'll be the heartbeat of IT support operations, overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You'll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts.
Duties to include:
- Leading, supporting, and motivating the service desk team to deliver excellent client service.
- Being line manager to service desk analysts.
- Providing guidance on escalated issues and managing client concerns effectively.
- Overseeing the allocation, monitoring and closure of support tickets.
- Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
- Analysing service desk data to identify trends and drive improvement.
- Ensuring customer satisfaction.
- Ensuring that required training, development, and certification within the team is delivered.
- Maintaining a positive team culture that balances performance, collaboration, and growth.
- Supporting the wider business in developing and expanding service offerings.
- Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance.
As a successful candidate, key skills and preferred experience:
- Previous experience managing or leading a service desk or IT support team.
- Experience of service ticketing systems - Dynamics and Service Now would be beneficial.
- Excellent communication skills, both verbal and written.
- Ability to manage client escalations professionally and calmly.
- Background in implementing service improvements and best practice.
- Experience of monitoring and reporting on SLAs and KPIs.
- Strong organisational skills with attention to detail.
- Able to balance leadership responsibilities with occasional hands-on support.
- Problem-solving mindset with a focus on outcomes.
This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday and the flexibility of hybrid (between office & home) working.
Locations
Hybrid Service Desk Manager in Cheshire, Warrington employer: Clarify Consultancy Ltd
Join a dynamic national technology company that prioritises employee growth and a collaborative work culture. As a Service Desk Manager, you'll benefit from an excellent remuneration package, up to 25 days holiday, and the flexibility of hybrid working, all while leading a passionate team dedicated to service excellence. This role not only offers the chance to shape support strategy but also provides ample opportunities for professional development in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Service Desk Manager in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry and let them know you're on the hunt for a Service Desk Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service desk operations and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they're all about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share examples of how you've motivated teams, handled escalations, and driven service improvements. This is your chance to shine and demonstrate that you're the heartbeat they need!
✨Tip Number 4
Don't forget to apply through our website! We make it super easy for you to find and apply for roles that match your skills. Plus, it shows you're serious about joining our dynamic team and contributing to our growth.
We think you need these skills to ace Hybrid Service Desk Manager in Cheshire, Warrington
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through. We want to see that you're genuinely excited about leading a service desk team and driving service excellence. Share why this position speaks to you!
Tailor Your Experience:Make sure to highlight your relevant experience in managing service desks or IT support teams. We’re looking for specific examples of how you've led teams, handled escalations, and improved service delivery. Customise your application to match what we’re after!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, especially around SLAs, KPIs, and customer satisfaction. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our dynamic team!
How to prepare for a job interview at Clarify Consultancy Ltd
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities of a Service Desk Manager. Brush up on ITIL and ISO standards, as well as any relevant service ticketing systems like Dynamics and Service Now. Being able to discuss these topics confidently will show that you’re serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and motivated teams in the past. Think about specific situations where you’ve resolved escalated issues or improved team performance. This will demonstrate your ability to manage and inspire a high-performing service desk team.
✨Customer-Centric Mindset
Since the role emphasises a customer-first approach, be ready to share instances where you’ve gone above and beyond for clients. Highlight your problem-solving skills and how you’ve maintained client satisfaction, especially during challenging situations.
✨Data-Driven Decisions
Familiarise yourself with how to analyse service desk data to identify trends and drive improvements. Be prepared to discuss how you’ve monitored SLAs and KPIs in previous roles, and how you can apply this knowledge to enhance service excellence in the new position.
