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 make a real impact in IT operations.
- Qualifications: Experience in managing service desks and excellent communication skills.
The predicted salary is between 45000 - 55000 £ 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
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 of holiday, and the flexibility of hybrid working, all while leading a passionate team dedicated to service excellence and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Service Desk Manager in Cheshire, Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clarify Consultancy. 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 Clarify Consultancy 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 Hybrid Service Desk Manager in Cheshire, Warrington
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 Clarify Consultancy:Your cover letter is your chance to shine! Tell us why you want to work at Clarify Consultancy 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 Clarify Consultancy!
How to prepare for a job interview at Clarify Consultancy
✨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.
