At a Glance
- Tasks: Lead a dynamic team of IT and Network Engineers in delivering top-notch customer support.
- Company: Join a forward-thinking company that values collaboration and innovation.
- Benefits: Enjoy a competitive salary, shift allowance, and opportunities for professional growth.
- Other info: Work in a fast-paced, 24/7 environment with excellent career advancement potential.
- Why this job: Make a real impact by driving service excellence and developing your team.
- Qualifications: Experience in a leadership role within a technical support environment is essential.
The predicted salary is between 36000 - 44000 £ per year.
2nd line Service Desk Shift Manager Solihull, West Midlands £40,000 + 20% Shift Allowance (£48,000 OTE) Permanent | 4 on / 4 off Shift Pattern 12-hour shifts (7am-7pm & 7pm-7am) We're looking for a Service Desk Shift Manager to lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance.
This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required.
As a Service Desk Shift Manager, you'll be responsible for the day-to-day operational management of a technical support team, ensuring service levels are achieved and customer expectations are exceeded.
Alongside your leadership responsibilities, you'll act as a senior technical escalation point, supporting engineers with complex incidents and helping drive continuous improvement across the service desk.
Key Responsibilities Leading and managing a team of IT, Network, and Voice Engineers.
Monitoring ticket queues and ensuring SLA and KPI targets are achieved.
Managing escalations and supporting the resolution of complex technical issues.
Communicating with customers and attending remote meetings when required.
Coaching, mentoring, and developing team members through regular feedback and performance reviews.
Supporting recruitment, onboarding, and ongoing staff development.
Driving service improvements, processes, and best practices across the team.
Maintaining high levels of customer satisfaction and service delivery.
Creating a positive, collaborative, and high-performing team culture.
Essential Skills Previous experience in a
Service Desk Team Lead, Service Desk Manager, Shift Lead, or similar leadership role .
Experience managing and developing technical support teams.
Strong customer service and stakeholder management skills.
Previous experience within a
Managed Service Provider (MSP)
environment.
Strong understanding of one or more of the following: Microsoft 365 & Azure Microsoft Operating Systems End User Computing Firewalls, Routers, Switches & Wi-Fi Voice & Telephony Systems Internet Connectivity Solutions Excellent written and verbal communication skills.
Must be eligible for SC Security Clearance.
Desirable ITIL Foundation certification.
Microsoft, Cisco, Fortinet, or other relevant vendor certifications.
Degree or Diploma in an IT-related discipline.
Previous experience managing technical teams within a 24/7 support environment.
About You You'll be a customer-focused leader with a positive, hands-on approach to management.
Comfortable making decisions in a fast-paced environment, you'll be passionate about developing people, improving service delivery, and supporting customers through critical incidents.
You'll lead by example and thrive in a role where no two days are the same.
ECS Resource Group are an Equal Opportunity Employer, for more information please click the following link: TPBN1_UKTJ
2nd line Service Desk Shift Manager in Birmingham employer: ECS
ECS Resource Group is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a CyberArk Engineer, you will have the opportunity to work on cutting-edge projects with a global managed service provider, enhancing your skills while contributing to significant telecom initiatives. With a focus on employee growth and a commitment to work-life balance, ECS Resource Group ensures that every team member feels valued and empowered in their career journey.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd line Service Desk Shift Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ECS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ECS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 2nd line Service Desk Shift Manager in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ECS:Your cover letter is your chance to shine! Tell us why you want to work at ECS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ECS!
How to prepare for a job interview at ECS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
