At a Glance
- Tasks: Lead a passionate team to deliver top-notch IT support and drive service excellence.
- Company: Join a dynamic national technology company focused on growth and innovation.
- Benefits: Competitive salary, bonuses, up to 25 days holiday, and career progression opportunities.
- Other info: Embrace a culture of collaboration and continuous improvement.
- Why this job: Shape the future of IT support while mentoring a talented team in a vibrant environment.
- Qualifications: Experience in managing service desks and excellent communication skills are essential.
A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.
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
Service Desk Manager in Wigan employer: Clarify Consultancy Ltd
Join a dynamic national technology company that prioritises employee growth and fosters a collaborative work culture. As a Service Desk Manager, you will lead a passionate team while enjoying an excellent remuneration package, generous holiday allowance, and opportunities for professional development. This role not only allows you to drive service excellence but also empowers you to shape the future of IT support within a rapidly expanding organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Wigan
✨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 when it’s your turn to impress!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you’ve motivated teams or improved service delivery. 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 platform.
We think you need these skills to ace Service Desk Manager in Wigan
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Service Desk Manager role. Highlight your experience in managing teams and driving service excellence, as well as any relevant ITIL or ISO knowledge. We want to see how you can lead a high-performing team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for IT support and your approach to customer service. Tell us about your leadership style and how you've successfully managed client escalations in the past.
Showcase Your Soft Skills:Don’t forget to highlight those all-important soft skills! Communication, problem-solving, and team motivation are key for this role. Share examples of how you've fostered a positive team culture and driven improvements in service delivery.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. 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 familiar with 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 in detail 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-First Mindset
Be ready to talk about how you prioritise customer satisfaction. Share instances where you’ve gone above and beyond to resolve client concerns or improve service delivery. This will highlight your commitment to maintaining a customer-first approach.
✨Data-Driven Decision Making
Familiarise yourself with how to analyse service desk data to identify trends. Be prepared to discuss how you’ve used data to drive improvements in previous roles. This shows that you can not only manage day-to-day operations but also think strategically about service enhancements.
