At a Glance
- Tasks: Lead a high-performing service desk team and drive service excellence.
- Company: National technology company focused on growth and innovation.
- 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 mentor a talented team while making a real impact.
- Qualifications: Experience in managing service desks and excellent communication skills.
The predicted salary is between 40000 - 40000 € 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.
Hybrid Service Desk Manager in Liverpool 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 will lead a passionate team in a supportive environment that values service excellence, offering competitive remuneration, up to 25 days of holiday, and the flexibility of hybrid working arrangements. This role not only allows you to shape support strategies but also provides ample opportunities for professional development and career progression.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Service Desk Manager in Liverpool
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk management. Think about how you’d handle escalated issues or improve team performance. We want you to shine!
✨Tip Number 3
Showcase your leadership skills! During interviews, share examples of how you've motivated teams or implemented service improvements. This is your chance to demonstrate that you’re the heartbeat of IT support operations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Hybrid Service Desk Manager in Liverpool
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Desk Manager. Highlight your experience in managing service desks and leading teams, and don’t forget to mention any relevant tools like Dynamics or Service Now.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for IT support and how you’ve driven service excellence in previous roles. Keep it engaging and personal – we want to see your personality!
Showcase Your Achievements:When detailing your experience, focus on specific achievements. Did you improve SLAs or enhance customer satisfaction? Quantify your successes to make your application stand out from the crowd.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with our client!
How to prepare for a job interview at Clarify Consultancy Ltd
✨Know Your Stuff
Make sure you’re familiar with the key responsibilities of a Service Desk Manager. Brush up on your knowledge of service ticketing systems like Dynamics and Service Now, as well as ITIL and ISO requirements. This will show that you’re not just interested in the role but also prepared to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and motivated teams in the past. Think about specific situations where you’ve successfully managed escalations or improved service delivery. This will help demonstrate your ability to lead a high-performing team and maintain a positive culture.
✨Be Data-Driven
Since analysing service desk data is part of the job, come ready to discuss how you’ve used data to identify trends and drive improvements in previous roles. Highlight any experience you have with monitoring SLAs and KPIs, as this will be crucial for the position.
✨Customer First Mindset
Emphasise your commitment to customer satisfaction during the interview. Share examples of how you’ve handled client concerns effectively and maintained a customer-first approach. This will resonate well with the company’s values and show that you understand the importance of client relationships.
