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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver top-notch technical support and customer satisfaction.
- Company: Dynamic tech company focused on service excellence and continuous improvement.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in service desk management and strong communication skills required.
- Other info: Join a vibrant team with a focus on innovation and career development.
The predicted salary is between 36000 - 60000 £ per year.
Overview
If you are an experienced Service Desk Manager with excellent communication skills and a proven track record of providing technical support whilst managing a small team, we have an exciting opportunity for you.
Please note this is a hybrid role with 50% onsite attendance in Hertfordshire.
You will lead, coach and inspire a team of service desk engineers providing them with clear KPI’s required to deliver a successful support service. The goal of the service desk manager is to achieve industry leading employee engagement scores whilst delivering world class customer satisfaction.
Responsibilities
- Successfully lead & manage the Service Desk Team, driving a culture of service excellence, continuous improvement and delighting our customers.
- Onboard new users into the Service Desk ensuring a seamless support transition is delivered
- Line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning.
- Create and report on and improve key Service Desk performance metrics (ticket volume trends, first line resolution rate, SLA’s, response time, wait time, resolution time, customer satisfaction
- Ensure KPI’s set for Team Leaders and Technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores
- Ownership of P1 tickets and driving to resolution ensuring the customer is kept informed at all times, ensuring SLA’s and customer expectations are met.
- Working with the Project team to transition projects to Internal support services
- Proactively report service desk metrics, successes and area’s requiring attention to the senior management team
- Deliver continuous service improvement objectives set by the senior management team.
- Contributing to the continuous improvement of the Service Department, its practices and processes, with emphasis on enhancing the customer experience through innovative thinking
- Reduce the number of interactions per tickets (Customer & Technician)
- Increase Knowledgebase participation across all teams
- SLA Improvement – Reduce the average ticket turnaround time by increasing both Fix and Response SLA’s
Required Skills and Experience
- Experience as a Service Desk Manager or Senior Engineer with some Team Lead experience
- A good understanding of Windows 11, O365, Autopilot, Active Directory, ITIL and an ability to apply methods which improve the services delivered to our customers and improve the working environment of our engineering team
- Thorough knowledge of IT products and services enabling explanation of technical concepts
- IT support experience at a 2nd line level
Key Competencies
- Exceptional stakeholder management. Confident, proactive communicator, able to navigate difficult conversations
- Able to manage an extremely busy workload well, to delegate and prioritise
- Positive, ability to energise and motivate the team.
- Confident taking ownership in pressured situations
- Decisive with a pragmatic approach
- Creative problem solver
- Exceptional written and verbal communication, excellent report writing skills
- Professional, leads by example
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Service Desk Manager employer: Devonshire Hayes Recruitment Specialists Ltd
Contact Detail:
Devonshire Hayes Recruitment Specialists Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Manager role.
✨Tip Number 2
Prepare for the interview by researching the company and its culture. We want you to show how your experience aligns with their goals, especially in driving service excellence and improving customer satisfaction.
✨Tip Number 3
Practice your communication skills! As a Service Desk Manager, you’ll need to navigate tricky conversations. We suggest doing mock interviews with friends or using online platforms to get comfortable with articulating your thoughts.
✨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 reflects the skills and experience mentioned in the job description. Highlight your previous roles as a Service Desk Manager or Senior Engineer, and don’t forget to showcase your team leadership experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention specific achievements that demonstrate your ability to lead and improve service desk operations.
Showcase Your Communication Skills: Since this role requires exceptional communication, make sure your application is clear and concise. Use professional language but keep it friendly – we want to see your personality shine through!
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Devonshire Hayes Recruitment Specialists Ltd
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Windows 11, O365, and ITIL. Be ready to discuss how you've applied these in previous roles, as this will show your expertise and ability to improve service delivery.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Highlight your experience with coaching, setting KPIs, and driving team performance. This will demonstrate your capability to inspire and manage a service desk team effectively.
✨Communicate Clearly
Since exceptional communication is key for this role, practice articulating your thoughts clearly and confidently. Be prepared to navigate difficult conversations and showcase your stakeholder management skills during the interview.
✨Focus on Continuous Improvement
Think about specific instances where you've implemented continuous improvement initiatives. Be ready to discuss how you’ve reduced ticket turnaround times or improved customer satisfaction scores, as this aligns perfectly with the company's goals.
