At a Glance
- Tasks: Lead a team of support engineers to deliver top-notch service and customer satisfaction.
- Company: Join a growing tech team in Solihull with a focus on innovation.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real impact by driving team success and enhancing customer experiences.
- Qualifications: 5+ years in Service Desk Management with strong technical and leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for an experienced Service Desk Manager to join a growing technology team based in Solihull.
Responsibilities
- 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.
- 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.
Qualifications
- 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
Join a dynamic technology team in Solihull as a Service Desk Manager, where you will lead a dedicated group of support engineers in delivering exceptional service. Our company fosters a collaborative work culture that prioritises employee growth through mentorship and continuous learning opportunities, ensuring you thrive in your role while contributing to our commitment to high-quality service delivery. With a focus on innovation and a supportive environment, we offer a rewarding career path for those passionate about technology and customer satisfaction.
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 dealing with escalated client issues or improving team performance. We want you to shine!
✨Tip Number 3
Showcase your leadership style! During interviews, share examples of how you've successfully led teams and improved service delivery. Highlight your hands-on approach and how you’ve mentored team members to boost their skills.
✨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 and engaged with our company.
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, showing us your hands-on leadership style.
Showcase Your Achievements:Don’t just list your responsibilities; highlight your achievements! Mention any improvements in SLA performance or customer satisfaction that you’ve driven in previous roles to demonstrate your impact.
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 ECS Resource Group
✨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 these metrics in your previous roles and how you’ve used them to drive team performance.
✨Showcase Your Leadership Style
Prepare examples that highlight your hands-on leadership approach. Talk about how you’ve supported and mentored team members, and share specific instances where your leadership made a difference in team performance or customer satisfaction.
✨Demonstrate Technical Knowledge
Brush up on your technical skills and be prepared to answer questions related to common service desk issues. Showing that you can handle technical escalations will reassure them of your capability to lead a support team effectively.
✨Emphasise Collaboration Skills
Discuss your experience working with internal teams to ensure seamless support. Highlight any successful collaborations that improved service delivery, as this will show you understand the importance of teamwork in a service desk environment.
