At a Glance
- Tasks: Lead and grow a high-performing Service Desk team while ensuring exceptional client experiences.
- Company: Dynamic IT Managed Service Provider in Middlesbrough with a focus on innovation.
- Benefits: Competitive salary up to £55k, pension, and the chance to shape your role.
- Other info: Full-time role with opportunities for professional growth and development.
- Why this job: Make a real impact by driving service excellence and fostering strong client relationships.
- Qualifications: Experience in managing a Service Desk and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ per year.
Middlesbrough, North Yorkshire | £45k - £55k per year
Are you an experienced service leader who thrives on building high performing teams and delivering exceptional client outcomes? You could be progressing your career as a Client Services Manager for a successful IT Managed Service Provider.
As a Client Services Manager, you will take ownership of the Service Desk, leading the function through its next phase of growth while ensuring an outstanding experience for both clients and employees. Reporting directly to the Managing Director, you'll oversee the day-to-day performance of the Service Desk, managing Technical Stack Leads and building a strong leadership structure that drives accountability, collaboration and operational excellence.
You'll ensure service levels are consistently achieved, act as the senior escalation point for major incidents and high-priority client issues, and foster a culture focused on quality, continuous improvement and customer satisfaction. Collaborating closely with the Commercial team, you'll develop strong client relationships, provide valuable service insights and identify opportunities to strengthen accounts and support business growth. You'll also monitor resource planning, capacity and performance, using data and reporting to drive informed decisions and continual service improvement.
Location: You'll join the team in Middlesbrough on a full-time basis, Monday to Friday.
About you:
- You have experience managing a Service Desk or client services function, ideally within a technology or managed services environment.
- You have strong, demonstrable management and leadership skills, including direct experience managing managers or team leads.
- You have experience of driving performance improvement and accountability within a team.
- You have advanced communication skills, comfortable reporting directly to senior leadership and managing client relationships at a senior level.
- You have strong organisational skills and the ability to manage competing priorities across multiple technical disciplines.
What's in it for you:
- Salary to £55k
- Pension
- Impactful role that you can shape and influence.
Apply now to find out more about this Client Services Manager opportunity.
Client Services Manager: Lead Service Desk Growth employer: Client Server Ltd.
Client Server Ltd. is an excellent employer, offering a dynamic and collaborative work culture in the heart of London. With a focus on employee growth, the company provides ample opportunities for career progression and competitive compensation packages, including bonuses. Joining our team means being part of an innovative environment where your contributions to designing and optimising data platform components will be valued and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager: Lead Service Desk Growth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Client Server Ltd.. 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 Client Server Ltd. 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 Client Services Manager: Lead Service Desk Growth
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 Client Server Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Client Server Ltd. 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 Client Server Ltd.!
How to prepare for a job interview at Client Server Ltd.
✨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.
