At a Glance
- Tasks: Lead a team of support engineers and ensure top-notch service delivery.
- Company: Join a growing tech team in Solihull with a collaborative spirit.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on mentoring and developing your team.
- Why this job: Make a real impact by driving team success and enhancing customer satisfaction.
- Qualifications: 5+ years in Service Desk Management and strong technical support experience.
The predicted salary is between 42500 - 42500 € 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 in Solihull employer: ECS Resource Group Ltd
Join a dynamic and supportive technology team in Solihull as a Service Desk Manager, where your leadership will directly impact service excellence and customer satisfaction. We offer a collaborative work culture that prioritises employee development, with opportunities for mentoring and growth within a hands-on environment. Enjoy the flexibility of 4 days onsite and 1 day working from home, alongside a competitive salary and a commitment to fostering a diverse and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Solihull
✨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 or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss specific examples of how you've led teams and improved service delivery.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that match your experience as a Service Desk Manager and apply directly!
✨Tip Number 4
Prepare for the interview by brushing up on your technical knowledge and leadership strategies. Be ready to discuss how you handle SLAs and KPIs, and think of ways to demonstrate your hands-on approach to team management.
We think you need these skills to ace Service Desk Manager in Solihull
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:Since this is a hands-on leadership role, let us know about your approach to managing and mentoring teams. Share how you’ve driven team success and improved performance in your past roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest 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 ECS Resource Group Ltd
✨Know Your SLAs and KPIs
Make sure you’re well-versed in the specifics of SLAs and KPIs relevant to service desk management. Be ready to discuss how you've monitored and improved these metrics in your previous roles, as this will show your understanding of what drives success in a service desk environment.
✨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 ready to share specific instances where your guidance led to improved performance or customer satisfaction.
✨Demonstrate Technical Knowledge
Brush up on the technical aspects of service desk operations. Be prepared to answer questions about common technical issues and how you would handle escalations. This will help convey your confidence and capability in managing a team of support engineers.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Strong communication skills are crucial for stakeholder management, so think of examples where you successfully collaborated with other teams or resolved client issues through effective communication.
