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- Tasks: Lead and manage the ICT Service Desk team for high-quality support.
- Company: Join DataCareers, a leader in information services, driving innovation.
- Benefits: Enjoy a full-time role with potential for career growth and skill development.
- Why this job: Be part of a dynamic team, enhancing customer satisfaction and service efficiency.
- Qualifications: Strong experience in managing ICT service desks and knowledge of ITIL processes required.
- Other info: Position based in Gloucestershire; 24/7 on-call rota may be necessary.
The predicted salary is between 36000 - 60000 £ per year.
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This range is provided by DataCareers. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Service Desk Manager
12-month contract
Location: Gloucestershire (5 days on site)
Job Purpose
The ICT Service Desk Manager is responsible for leading and managing the ICT Service Desk team, ensuring delivery of high-quality support services and customer satisfaction. The role oversees incident and request handling, drives service improvements, and maintains documentation, policies, and procedures. The manager will also support service transition, financial planning, and liaise with internal teams and third-party suppliers.
Key Responsibilities
- Lead, support, mentor, and develop the Service Desk team to deliver effective customer support.
- Oversee daily operations, manage high-priority incidents, and ensure timely resolution of requests.
- Develop and monitor service desk KPIs and SLAs; provide regular performance reports.
- Maintain and refine service desk processes and documentation.
- Collaborate with other ICT teams, project managers, and suppliers to ensure successful service transition.
- Coordinate out-of-hours on-call support to ensure 24/7 coverage.
- Manage feedback, analyse root causes of incidents, and implement service improvement plans.
- Monitor and manage costs associated with service delivery.
- Maintain security standards and ensure information confidentiality.
Duties and Tasks
- Ensure adherence to incident management and escalation procedures.
- Proactively resolve system problems; investigate patterns and trends to prevent recurrence.
- Manage service catalogues and ensure all supported services are documented and current.
- Monitor performance metrics and recommend improvements to enhance service efficiency.
- Conduct capacity planning, forecasting, and system performance analysis.
- Provide coaching, performance feedback, and on-the-job training to staff.
- Facilitate communication across stakeholders and act as a single point of contact for escalations.
- Coordinate configuration changes, system upgrades, and maintenance with minimal service disruption.
- Maintain strong compliance with ITIL and IT Service Management (ITSM) best practices.
Skills and Experience
- Strong experience managing a busy ICT service desk in a multi-channel environment.
- Knowledge of IFS Assyst (ITSM).
- In-depth understanding of ITIL processes and service desk software/tools.
- Ability to lead teams, manage resources, and drive performance improvements.
- Excellent interpersonal, problem-solving, and communication skills.
- Capable of working under broad direction and taking full ownership of objectives.
- Demonstrates ethical thinking, innovation, and customer-focus.
- Experience working with incident and problem management, service transitions, and continuous improvement.
Additional Requirements
- May be required to participate in a 24/7 on-call rota.
- Must adhere to data protection and information security standards.
- Ideally already Security clearance and vetting
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Information Services
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Service Desk Manager employer: DataCareers
Contact Detail:
DataCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL processes and service desk software, especially IFS Assyst. Being well-versed in these areas will not only boost your confidence during interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in high-pressure environments. Highlighting your ability to mentor and develop staff can set you apart from other candidates.
✨Tip Number 3
Research the company’s current service desk operations and any recent changes or challenges they may have faced. This knowledge will allow you to tailor your discussions and suggest relevant improvements during the interview.
✨Tip Number 4
Network with professionals in the ICT field, particularly those who have experience in service desk management. Engaging with them can provide valuable insights and potentially lead to referrals that enhance your application.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience managing an ICT service desk, focusing on relevant skills such as team leadership, incident management, and ITIL knowledge. Use specific examples to demonstrate your achievements.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Service Desk Manager role. Emphasise your ability to lead teams, manage resources, and drive performance improvements, while also showcasing your problem-solving skills.
Highlight Relevant Experience: In your application, clearly outline your experience with service desk software/tools, particularly IFS Assyst, and your understanding of ITIL processes. This will show that you are well-prepared for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial position.
How to prepare for a job interview at DataCareers
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you foster a positive work environment.
✨Understand ITIL and Service Management
Make sure you're well-versed in ITIL processes and service desk best practices. Be ready to discuss how you've applied these principles in previous roles, as this knowledge is crucial for the position.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of specific incidents you've managed, how you resolved them, and what improvements you implemented afterwards.
✨Demonstrate Customer Focus
Customer satisfaction is key in this role. Be prepared to share examples of how you've improved customer support services and handled feedback effectively, showcasing your commitment to delivering high-quality service.
