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 career development opportunities.
- Other info: Dynamic role with a focus on mentoring and process improvement.
- 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 45000 - 45000 € per year.
Solihull (4 days onsite, 1 day WFH) £45,000
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 West Bromwich employer: ECS Resource Group Ltd
Join a dynamic technology team in Solihull as a Service Desk Manager, where you will thrive in a supportive work culture that prioritises employee development and collaboration. With a strong focus on high-quality service delivery and customer satisfaction, we offer competitive benefits, including flexible working arrangements and opportunities for professional growth. Experience a hands-on leadership role that not only values your technical expertise but also fosters a passion for mentoring and developing your team.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in West Bromwich
✨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 referrals.
✨Tip Number 2
Prepare for interviews by brushing up on your technical knowledge and leadership skills. Think of real-life examples where you've successfully managed teams or resolved complex issues. We want you to shine!
✨Tip Number 3
Showcase your passion for service delivery! During interviews, share how you've driven improvements in SLA performance and customer satisfaction. Let them see your commitment to excellence.
✨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 take that extra step to connect with us directly.
We think you need these skills to ace Service Desk Manager in West Bromwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience in managing service desk operations and leading teams, as well as any specific achievements related to SLAs and KPIs.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your hands-on leadership style aligns with our team's needs. Don't forget to mention your technical support background!
Showcase Your Team Management Skills:In your application, emphasise your experience in mentoring and supporting team members. We want to see how you've driven team success and improved performance in previous roles.
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 during the process!
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. Discuss how you’ve supported and mentored team members in the past, and be ready to explain how you foster a collaborative atmosphere while driving performance.
✨Technical Knowledge is Key
Brush up on your technical skills and be prepared to answer questions related to common service desk issues. Demonstrating your technical expertise will not only boost your confidence but also reassure the interviewers that you can handle escalated issues effectively.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing complex topics. Good communication is crucial for a Service Desk Manager, so ensure you convey your ideas confidently and engage with the interviewers throughout the conversation.
