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- Tasks: Lead and motivate a service desk team to deliver top-notch IT support.
- Company: Join a dynamic tech company dedicated to empowering clients through technology.
- Benefits: Full-time office role with opportunities for training and career growth.
- Why this job: Make a real impact by shaping IT support services and enhancing client satisfaction.
- Qualifications: Experience in managing IT support teams and excellent communication skills.
- Other info: Supportive environment focused on continuous learning and professional development.
The predicted salary is between 36000 - 60000 £ per year.
Our client is expanding…!
An exciting opportunity has arisen for a Service Desk Manager to join our team.
Please note: this is an office-based role. Being present on site is essential to becoming part of the team, building relationships, and leading effectively.
Founded in 2000, our client has always had a single purpose in mind: helping people get the most out of their technology!
It’s not just about fixing broken systems, though of course that plays a part, they believe IT should be a business enabler, not a cost burden, and they work hard to deliver real value beyond business continuity.
Their highly skilled team shares the belief that clients’ IT is their business, and should be treated as such. The service and support provided reflects this ethos. Their client base spans sectors from retail and entertainment to manufacturing; the key element is that the trust placed in our clientas their local friendly experts.
They provide a full range of services including:
- Supporting desktops and servers
- Cloud systems
- Email systems
- Virtualisation
- Backup and disaster recovery
- Anti-virus
- Networking and more..
They\\\’re constantly expanding services and want every team member to be part of that journey. That means supporting employees and encouraging them to learn new skills.
This opportunity will involve leading, developing and managing the service desk team to deliver excellent IT support across the customer base. You’ll oversee team performance, provide guidance on escalations and take responsibility for service standards. You’ll also ensure service performance is tracked, reporting on SLAs and KPIs to senior leadership and driving continuous improvement across the desk.
As Service Desk Manager your duties and responsibilities will include:
- Leading, supporting, and motivating the service desk team to deliver excellent client service.
- 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.
- Building strong relationships with clients and ensuring customer satisfaction.
- Encouraging training, development, and certification within the team.
- Maintaining a positive team culture that balances performance, collaboration, and growth.
- Supporting the wider business in developing and expanding service offerings.
The ideal candidate will have the following key skills and preferred experience:
Essential Skills:
- Previous experience managing or leading a service desk or IT support team.
- Familiarity with common IT environments including Windows desktops and servers, Microsoft 365, cloud platforms, networking, security, and backup solutions (awareness rather than hands-on expertise).
- Excellent communication skills, both verbal and written.
- Ability to manage client escalations professionally and calmly.
- Experience 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.
- Full UK driving licence and access to a car.
- Willingness to work full-time in the office.
Ideal Skills:
- Experience using helpdesk applications and reporting tools.
- Knowledge of IT support processes and escalation management.
- Exposure to a wide range of client sectors and IT environments.
- Background in driving service improvements and implementing best practice.
You will be supported by senior engineers and work closely with senior leadership to ensure our clients receive the best possible service. We encourage continuous learning and skills development, and we want our managers to grow alongside the team they lead.
If you are motivated to lead, improve, and shape IT support services, we’d love to hear from you.
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Service Desk Manager employer: Claritas Solutions Ltd
Contact Detail:
Claritas Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with clients and employees. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! As a Service Desk Manager, you'll need to convey complex IT concepts clearly. Try explaining tech topics to friends or family who aren't in the industry to sharpen your skills.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows your interest in the role and helps you understand how you can contribute to their mission of being a business enabler. Plus, it gives you a chance to assess if they're the right fit for you!
✨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 about their job search!
We think you need these skills to ace Service Desk Manager
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 IT support teams and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a service desk team and how your previous experiences have prepared you for this role. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t shy away from demonstrating your ability to manage client escalations and build relationships through your writing.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Claritas Solutions Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of common IT environments, especially Windows desktops and servers, Microsoft 365, and cloud platforms. Being able to speak confidently about these areas will show that you understand the technical side of the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a service desk or IT support team in the past. Highlight your experience in motivating teams, managing escalations, and ensuring high service standards. This will demonstrate your capability to lead effectively.
✨Understand SLAs and KPIs
Familiarise yourself with the concepts of SLAs and KPIs, as well as how to monitor and report on them. Be ready to discuss how you've used data to drive improvements in previous roles, as this is crucial for the Service Desk Manager position.
✨Build Rapport
Since this role involves building strong relationships with clients, practice your communication skills. Think of ways to convey your ability to manage client concerns professionally and calmly. A friendly, approachable attitude can go a long way in making a positive impression.
