At a Glance
- Tasks: Lead a team of support engineers to deliver top-notch service and ensure customer satisfaction.
- Company: Join a growing tech team in Solihull with a focus on innovation.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with a hands-on leadership approach and excellent career advancement potential.
- Why this job: Make a real impact by driving team success and enhancing service delivery.
- Qualifications: 5+ years in Service Desk Management with strong technical support experience.
The predicted salary is between 45000 - 45000 € per year.
We are looking for an experienced Service Desk Manager to join a growing technology team based in Solihull.
The Role
You’ll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you’ll combine technical knowledge with people management to drive team success.
Key responsibilities include:
- Managing day-to-day service desk operations and team performance
- Monitoring SLAs, KPIs, and overall service delivery through reporting tools
- Acting as an escalation point for technical and client issues
- Supporting and mentoring team members to improve performance and capability
- Driving a strong, process-led approach to service delivery
- Prioritising workloads and ensuring tickets are handled efficiently
- Collaborating with internal teams to ensure seamless support
About You
- Minimum 5 years Service Desk Management experience
- Strong technical support background is essential
- Proven experience leading and supporting service desk teams
- Strong understanding of SLA/KPI-driven environments
- A team player with a hands-on leadership style
- Process-driven with excellent organisational skills
- Passionate about helping and developing support staff
- Excellent communication and stakeholder management skills
Service Desk Manager employer: ECS Resource Group Ltd
ECS Resource Group is an exceptional employer, offering a dynamic work environment in Solihull where innovation meets collaboration. With a strong focus on employee development and a culture that values teamwork, you will have the opportunity to lead a dedicated team while enjoying a balanced work-life arrangement of four days onsite and one day working from home. Our commitment to high-quality service delivery and customer satisfaction ensures that you will be part of a rewarding journey, driving both personal and professional growth.
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 in the tech industry, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk management. Think about how you’d handle specific scenarios, like managing SLAs or mentoring team members. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your leadership style! During interviews, share examples of how you've successfully led teams and improved service delivery. We love hearing about your hands-on approach and how you’ve driven team success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates who are ready to make an impact in the service desk world.
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 Service Desk Management experience and any relevant technical support background to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the role. Share specific examples of how you've led teams and improved service delivery in previous positions. We love a good story!
Showcase Your Leadership Style:In your application, emphasise your hands-on leadership approach. We want to know how you support and mentor your team members, so don’t hold back on sharing your strategies for driving team success.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at ECS Resource Group Ltd
✨Know Your SLAs and KPIs
Make sure you brush up on your understanding of SLAs and KPIs before the interview. Be ready to discuss how you've managed these in previous roles, as this will show your potential employer that you can maintain high service delivery standards.
✨Showcase Your Leadership Style
Prepare examples that highlight your hands-on leadership approach. Talk about how you've supported and mentored team members in the past, and be specific about the outcomes of your leadership. This will demonstrate your capability to drive team success.
✨Technical Knowledge is Key
Since this role requires a strong technical support background, be prepared to discuss your technical skills and experiences. Think of scenarios where you've resolved complex issues or improved processes, as this will showcase your problem-solving abilities.
✨Communicate Effectively
Excellent communication is crucial for this role. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few questions to ask the interviewer about their team dynamics and challenges, showing your interest in collaboration and stakeholder management.
