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- Tasks: Lead a small service desk team, manage client relations, and oversee ticket resolution.
- Company: Join a dynamic managed service provider supporting diverse SME clients in various industries.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for personal and career growth.
- Why this job: Be part of exciting projects and develop your skills in a fast-growing, supportive environment.
- Qualifications: Experience in IT managed services and team management is essential; strong technical knowledge is a plus.
- Other info: Open to candidates looking to step up from team lead roles.
The predicted salary is between 42000 - 60000 £ per year.
Service Desk Manager – London
IT Managed Services
An exciting and ambitious managed service provider (MSP) are looking for a Service Desk Manager to join their team. They provide all areas of IT support to SME clients across a variety of different industries including accounting, finance and legal firms. This is a great opportunity to be involved with some exciting projects as well as gain personal and career development within a fast-growing MSP and a great team.
The client is open minded and willing to consider candidates looking for their next \’step-up\’, for instance if you are currently working as a team lead/technical lead and wanting to get into service desk management.
In this business critical role, you\’ll be reporting directly to the Managing Director and taking ownership of a small service desk (circa 5, 1st – 3rd Line, completing around 200 tickets per week) and you\’ll take responsibility for the overall management of the service desk.
Responsibilities:
- Overall management of the service desk
- Manage relations with their 24×7 outsourced service desk provider
- General team management including conducting 1-2-1s
- Conduct internal investigations
- Take part in recruitment/interviewing for new members of the service desk
- Adhere to ITIL aligned processes and procedures
- ISO9001 and support on 27001
Requirements:
- Previous experience working within IT managed services
- Experience working at team lead/management level
- Strong reporting experience (statistics, feedback, client surveys etc.)
- Experience with Datto RMM and/or ITGlue would be highly beneficial
- Possess a strong technical understanding of infrastructure technologies
50,000 – 60,000 on offer for the right candidate plus numerous other benefits. Hybrid working (3 days per week onsite / 2 days per week WFH)
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Service Desk Manager employer: Context Recruitment
Contact Detail:
Context Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarize yourself with ITIL processes and procedures, as this role requires adherence to them. Being able to discuss how you've implemented ITIL in previous roles will show your understanding and readiness for the position.
✨Tip Number 2
Highlight your experience in managing teams, especially if you have conducted 1-2-1s or been involved in recruitment. Be prepared to share specific examples of how you've successfully led a team in a fast-paced environment.
✨Tip Number 3
Since the role involves managing relations with an outsourced service desk provider, think about your past experiences working with third-party vendors. Be ready to discuss how you maintained effective communication and collaboration.
✨Tip Number 4
If you have experience with Datto RMM and/or ITGlue, make sure to mention it during your discussions. These tools are highly beneficial for the role, and demonstrating your proficiency can set you apart from other candidates.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Desk Manager position. Understand the responsibilities and requirements, especially the importance of ITIL processes and team management.
Tailor Your CV: Customize your CV to highlight relevant experience in IT managed services and any previous roles in team leadership or management. Emphasize your technical understanding of infrastructure technologies and any experience with Datto RMM or ITGlue.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for service desk management and your ability to lead a team effectively. Mention specific projects or achievements that demonstrate your skills and how they align with the company's goals.
Highlight Your Reporting Skills: Since strong reporting experience is a requirement, make sure to include examples of how you've used statistics, feedback, and client surveys in your previous roles to improve service delivery or team performance.
How to prepare for a job interview at Context Recruitment
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be responsible for managing a small team. Be prepared to discuss your previous leadership experiences, how you've motivated teams, and any specific examples of successful team management or conflict resolution.
✨Demonstrate Technical Knowledge
Since the role requires a strong technical understanding of infrastructure technologies, brush up on relevant concepts and tools like Datto RMM and ITGlue. Be ready to explain how you've applied this knowledge in past roles.
✨Familiarize Yourself with ITIL Processes
The company adheres to ITIL aligned processes, so it's crucial to understand these frameworks. Prepare to discuss how you've implemented ITIL practices in your previous positions and how they improved service delivery.
✨Prepare for Behavioral Questions
Expect questions about your experience with client relations, conducting 1-2-1s, and handling internal investigations. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
